服务补救在门诊服务管理中的运用与体会  

Application and experience of serving remedy in outpatient service management

作　　者：朱阳月 李桂宝[1] 文勇[1] 许素芃 

机构地区：[1]广东省英德市人民医院新城门诊,英德513000

出　　处：《当代护士（中旬刊）》2014年第2期177-179,共3页Modern Nurse

摘　　要：总结了服务补救在门诊服务管理的应用与体会,包括一级补救、二级补救、三级补救,认为结合本院门诊的实际情况,总结服务失误的类别,分析其产生的原因,采取切实可行的补救措施,可提高患者的满意度和忠诚度,有助于减轻负面影响,塑造医院良好的窗口形象。Summarize the application and experience of serving remedy in outpatient service management, including three level remedies. Based on actual situation of the outpatient, summarizing serving errors and analyzing the causes can help to increase patients＇degree of satisfac- tion and loyalty, as well as override negative effect and help build good image of our hospitah

关 键 词：医院 门诊 管理 

分 类 号：R47[医药卫生—护理学]