门诊志愿者服务管理模式的新探索  

New exploration of management for the volunteer service to ourpatients in out hospital

作　　者：张裕华[1] 张月[1] 黄淑云[1] 赵冰[1] 莫爵飞[1] 

机构地区：[1]中国中医科学院广安门医院门诊部,北京100053

出　　处：《长春中医药大学学报》2015年第1期199-201,共3页Journal of Changchun University of Chinese Medicine

摘　　要：2012年我院组建招募了以医院退休职工、实习学生为主体的志愿者队伍,建立了老干部处、门诊部、教育处共同管理工作机制,制定了志愿服务实施方案,培训及考核制度,规范开展门诊志愿服务。主动提供导诊、咨询及中医药知识、传染病及慢性病防控要点宣传;辅助患者使用自助机挂号、缴费、提取化验单;劝导戒烟、调解纠纷、安抚病患等服务。通过为大多数患者提供门诊志愿服务,有效的提升了医疗服务质量和患者满意度,为构建和谐医院打下良好的基础。对医院开展主动服务模式进行有益尝试与探索,可促进医院志愿者服务活动的有序发展和完善。In 2012,our hospital has organized volunteer team which mainly composed of retired employee and externe,constructed common management work mechanism which covered old cadres,outpatient and education department,formulated volunteer service practice program,training and appraisal system,and normative carried out outpatient volunteer service. We actively provided services such as guide of visiting doctors,consultant and promotion of traditional Chinese medicine knowledge,prevention and control key points of communicable disease and chronicity disease,help patients use self-help device to registration,pay fees and get chemical examination results,persuade smoking cessation,conflict reconcile and soothing patient. We have actively provided outpatient volunteer service for millions of patients,which have effectively raised medical service quality and patient satisfactory level and done good foundation for construction of harmonious hospital. We had benefit trials in carrying out active service pattern,explored and promoted orderly development and perfect of hospital service activity.

关 键 词：中医院 门诊 志愿者 管理模式 

分 类 号：R197.4[医药卫生—卫生事业管理]