医技检查窗口沟通服务重点环节改进的实践探索  

Practice Exploration of the Key Aspects Improvement of Communication-service Window of Medico-technical Examination

作　　者：谢志娟[1] 吉建伟[1] 朱燕虹[1] 吴国荣[1] 

机构地区：[1]无锡市人民医院,江苏无锡214023

出　　处：《中国医院管理》2015年第8期22-23,共2页Chinese Hospital Management

基　　金：中国医院协会医院文化专业委员会创新研究立项课题(WA201515)

摘　　要：通过对医院医技检查沟通服务中涉及的重点环节进行分析,查找存在的各项问题,结合医院制定的《医疗服务重点环节沟通指南》,对重点服务问题进行改进和完善。比较医院医技窗口服务投诉情况、医院医技科室患者综合满意度调查发现,《医疗服务重点环节沟通指南》在临床应用后,医技检查科室服务有了明显的改善。Through the analysis of key aspects of communication-service during medico-technical examinations,the existing problems are found. Through combining with ＂Medical Service Key Links Communication Guidance＂,the key service problems are improved and perfected. Through the comparison of medico-technical window service complaints, and the investigation of medico-technical departments＇ patients comprehensive satisfaction degree,and after the implementation of ＂Medical Service Key Links Communication Guidance＂,the service of medico-technical departments＇ service improved significantly.

关 键 词：医患沟通 服务 医技检查 

分 类 号：R197.32[医药卫生—卫生事业管理]