医疗服务行业的情感管理及对策  

The Emotion Management Solution of Health Care Service in China

作　　者：尹孔阳[1] 

机构地区：[1]中国医学科学院卫生政策与管理研究中心

出　　处：《医院管理论坛》2013年第3期8-12,共5页Hospital Management Forum

摘　　要：我国医疗卫生体制改革提出了要缓解老百姓"看病难、看病贵",医疗机构服务形式要多样化,实现医患双赢的目标。随着医改的深入,研究探讨医疗服务行业医患双方的情感价值,找出医疗服务中使患者评价服务效果不满意、满意、感动的成因日益重要。医疗服务作为高风险、高专业化、高人性化的服务业,应从完善制度、建立工作规范和简化流程着手,建立起获得医患双方理念满意、行为满意、视听满意的运行机制;做好医患沟通交流,加强服务环节和过程管理,使医院的服务等于或高于患者的期望值,从而促进医患和谐,提高医疗服务质量水平,提升患者满意度。Health care system reform in China has put forward to realize the goals of reducing residents＂ burden of medical costs and solving the problem of ＂difficult and costly access to health care services＂ and the service form of health care organization shall be diversified and thus to realize win-win outcome for doctors and patients. With the deepening the health care system reform, it is more and more important to probe into the doctor-patient emotional value to find out causes of patient dissatisfaction, satisfaction or gratitude while they evaluate the health care service. As a high risk, high professionalization and high humanization service industry, health care have to well-establish the system, standardize the routine-work and simplify the procedure from the beginning, before establishing the operation mechanism to get philosophy satisfaction, behavior satisfaction and audio-visual satisfaction from both doctors and patients. We also have to improve doctor-patient communication, reinforce the management of service links and process in order to meet or even surpass patients＂ expectations and promote harmonious doctor-patient relationship and raise service quality and patient satisfaction.

关 键 词：医疗服务 行业情感 管理 满意度 

分 类 号：R197.32[医药卫生—卫生事业管理]