门诊开展服务补救工作的策略和做法  

Strategy and practice on outpatient service remediation

作　　者：郝瑞生[1] 张文[1] 倪美兰[1] 林美雄[1] 李新甫[2] 

机构地区：[1]武警总医院门诊部,北京市永定路69号100039 [2]武警总部门诊部,北京市西三环北路1号100089

出　　处：《中国医院》2011年第3期52-54,共3页Chinese Hospitals

摘　　要：针对门诊服务工作的特性,提出引入服务补救理论在门诊管理中的目的与意义、实施基本原则与策略。并结合医院实际,从树立"大门诊"观念,明确门诊管理职责;加强门诊信息化进程,做好与患者的信息互动;大力开展门诊柔性管理,加强与出诊医生和就诊患者的两个沟通等三个方面阐述了武警总医院门诊开展预防性服务补救的主要做法,籍以提高门诊医疗质量和患者满意率。Based on the characteristics of outpatient service,objectives,means,principles and strategies of application for introducing service remediation theory in outpatient management were discussed.Combined with situations of General Hospital of Armed Police Forces,main strategies of developing preventive service remediation in outpatient service were introduced.Firstly,build macro outpatient conception and define outpatient management responsibilities.Secondly,strengthen outpatient information system construction and develop intercommunication with patients.Thirdly,develop flexible management and strengthen doctor and patient communication.These strategies can help improving outpatient medical quality and patient satisfaction.

关 键 词：门诊服务 服务补救 服务失误 

分 类 号：R197.32[医药卫生—卫生事业管理]