差异化服务战略在我院的实施与发展建议  

Suggestion on implementation and development of differentiated service strategy in our hospital

作　　者：李琪[1,2] 林太杰[1,2] 吴小南[3] 

机构地区：[1]福建医科大学孟超肝胆医院 [2]福州市传染病医院,福建福州350025 [3]福建医科大学,福建福州350001

出　　处：《中国医药科学》2015年第9期186-188,共3页China Medicine And Pharmacy

摘　　要：随着医药卫生体制改革的不断推进,医疗卫生事业得到极大的发展,提高了医疗服务水平,显著改善了人民群众的健康水平。但是,改革中也发现新的问题,最集中表现为"看病贵、看病难",由此引发了不断升级的医患矛盾,导致目前"伤医事件"频发,医院面临沉重的压力,寻求提高医疗服务质量和水平的发展战略逐渐成为现代医院管理的关注焦点。本文在引介差异化服务战略的基础上,从改进质量、畅通投诉、优化流程等方面分析了我院服务差异化的实施现状,并提出了未来的发展建议。Medical and health service has been greatly developed with the reformation of medical and health system, which improve medical service level and significantly improve people＇s healthy conditions. However, problems has been found in the reformation, especially the problems of ＂high cost and difficulty of getting medical treatment＂, which leads to escalating doctor-patient conflict and ＂hurting medical staff”incidents, making hospital under great pressure. As a result, the focus point of modern hospital management is to look for the development strategies of improving medical service quality and level. This paper analyzes implementation of differentiated service strategy in our hospital from the aspects of quality improvement, unimpeded complaint and optimization flow based on introducing differentiated service, and suggestion on future development was put forward.

关 键 词：差异化服务战略 实施现状 发展建议 

分 类 号：R197.3[医药卫生—卫生事业管理]