论如何培养门诊收费“三好一满意”首站服务意识  

Cultivating First Stop Comprehensive and Satisfactory Medical Service Awareness of Outpatient Charge Window

作　　者：蔡欣芸[1] 但秀娟[1] 苑萍[1] 王晓京[1] 

机构地区：[1]中国人民解放军总医院第一附属医院经济管理科,北京100048

出　　处：《中国医学伦理学》2015年第1期76-77,共2页Chinese Medical Ethics

摘　　要：当前,转轨时期的医院发展面临医患矛盾突出、互信基础薄弱等矛盾和问题,在分析门诊收费首站整体服务意识淡薄、矛盾环节集中、医院信息系统支撑不到位、收费人员业务不熟悉等服务管理现状的基础上,就培养首站服务意识提出具体措施,即:加强心理辅导,提倡人文关怀;开展培训考核,提高人文素质;加强标准化建设,规范门诊收费流程;开发信息平台,优化收费途径;加强部门协作,构建一体化工作体系。At present, the development of hospital in transition period the doctor-patient contradiction, mutu-al trust foundation weak such outstanding contradictions and problems, based on the analysis of facing the outpatient service charge first overall service consciousness; Contradiction link concentration; Hospital information system support does not reach the designated position; Charge personnel are not familiar with services such as business management status, on the basis of train first service consciousness concrete measures are put forward. Namely：strengthen the psychological counseling, advocate humanistic care;carry out training assessment, improve human-istic quality;strengthen the construction of standardization, the standard outpatient service charging process;develop information platform, optimize charging way;strengthen the department cooperation, build a system integration work.

关 键 词：三好一满意 医院服务 门诊收费 人文关怀 医患关系 

分 类 号：R192[医药卫生—卫生事业管理]