人性化服务在三级医院预约诊疗中的实践与探索  

Practice and Exploration of Humanistic Service in Medical Appointment in Thirdlevel Hospital

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

机构地区：[1]湖北医药学院附属人民医院外科,湖北十堰442000

出　　处：《中国医学伦理学》2015年第6期919-920,共2页Chinese Medical Ethics

摘　　要：目的探讨人性化服务在三级医院预约诊疗中的应用。方法实施门诊预约诊疗登记,以"患者为中心",从患者利益出发,通过有效的预约诊疗服务管理,丰富服务内涵,合理调配现场挂号和预约挂号的比例,为患者提供人性化服务。结果 2014年8月发放患者满意度调查表,实施人性化预约诊疗服务后,患者满意度得到提升。结论在门诊预约诊疗管理中开展人性化服务,运用预约诊疗登记,精准服务患者,提高了患者满意度,提升了医院的影响力。Objective： To explore the application of humanistic service in medical appointment in thirdlevel hospitals. Method： Implementation of outpatient appointment registration of diagnosis and treatment to ＂patients as the center＂,from a patient＇s interests,through effective diagnosis and booking service management,enriching the connotation of the service,reasonable allocate in proportion to the onsite registration and make an appointment,humanized service for patients. Results： After August 2014,patient satisfaction survey,the implementation of humanized medical services after booking,improved patients satisfaction. Conclusion： In the outpatient appointment diagnosis and management to carry out the humanized service,using the booked for diagnosis and treatment,patients with accurate service,improve patient satisfaction,promote the hospital＇s influence.

关 键 词：人性化服务 三级医院 预约诊疗 患者满意度 

分 类 号：R197.32[医药卫生—卫生事业管理]