门诊文明优质服务示范岗的建设  

Construction of Outpatient High-Quality Service Demonstration Post

作　　者：黄小红[1] 王传英[1] 杨静[1] 顾雪梅[1] 崔菊[1] 

机构地区：[1]湖北医药学院附属人民医院,十堰市442000

出　　处：《中国病案》2015年第4期48-50,共3页Chinese Medical Record

摘　　要：目的探讨门诊管理中文明优质服务示范岗建设的效果。方法在门诊各医技科室、导医、收费、急诊、体检中心等部门,将人性化措施融入服务中,开展文明优质服务,同时将示范岗建设质控检查中,患者满意度得分居最高的科室,发放流动"文明优质服务示范岗"奖牌,形成长效管理机制。结果实施文明优质服务示范岗后,患者满意度显著高于实施前(P<0.01)。结论开展文明优质服务示范岗建设,能有效提高门诊服务品质,满足患者就诊需要,促进患者满意度的提升。Objective To discuss the effect of construction of outpatient high-quality service demonstration post.Methods Implement humanized service, civilized and high-quality service in the medical laboratory, guiding services center, charge department,emergency, physical examination center and other departments. At the same time, handing out‘high-quality service demonstration post＇medals to department with the highest scores of patient satisfaction, and developing long-term management mechanism. Results After implementation of high-quality service demonstration post, patient satisfaction is significantly higher than before（P0.01）. Conclusion The construction of outpatient high-quality service demonstration post can effectively improve the quality of outpatient service, meet the needs of the patient, and promote improvement of patient satisfaction.

关 键 词：优质服务 示范岗 门诊 满意度 

分 类 号：R197.32[医药卫生—卫生事业管理]