用企业关键时刻理念改变病案信息服务质量  

Using Concept of Moment of Truth to Change Service Quality of Medical Record Information

作　　者：石鸿[1] 田丽华[1] 钮晖[1] 

机构地区：[1]宁夏回族自治区人民医院分院,银川市750001

出　　处：《中国病案》2011年第5期15-16,共2页Chinese Medical Record

摘　　要：讨论将企业"关键时刻"管理的理念,用于病案管理中,改变病案信息服务质量;分析服务接触和服务质量的关系,以及病案信息需求者、病案管理者和服务实体在服务接触中的交互作用,提出鉴别和管理病案信息需求者同病案管理者接触的关键时刻方法。指出病案管理者应象企业一样,加强病案信息服务中关键时刻的管理。The paper discusses that using the concept of Moment of Truth（MOT） in enterprise management for medical record management and how it affects service contact and service quality.This article analyzes the interaction among requirer of medical record information and manager of medical record and service entity in service contact,pointing out the methods of identifying and managing the contact between the requirer and manager of medical record through using the concept of MOT.It also suggests that manager of medical record should strengthen service management of MOT like in enterprise for improving medical record quality.

关 键 词：关键时刻 管理 服务质量 病案信息服务 

分 类 号：R197.324[医药卫生—卫生事业管理]