疗养院疗养服务失误的成因及对策  

Service Failure in Modern Sanatoriums: Causes and Solutions

作　　者：宋启哲[1] 董茂生[2] 

机构地区：[1]南京军区杭州疗养院医务部,杭州310007 [2]南京军区杭州疗养院,杭州310007

出　　处：《解放军医院管理杂志》2016年第6期523-524,共2页Hospital Administration Journal of Chinese People's Liberation Army

摘　　要：目的探讨疗养院疗养服务失误的补救策略。方法对现代疗养院疗养服务失误发生原因进行分析,提出服务失误的补救方法。结果鼓励疗养客户抱怨和投诉、高效解决疗养服务失误、建立疗养服务补救预警系统是做好疗养服务失误补救工作的重要途径。结论实施疗养服务失误补救策略有利于提高疗养客户的满意度和忠诚度,有利于强化疗养院员工的服务意识,有利于推进疗养院服务质量的持续改进。Objective To find solutions to handle rehabilitation service failures. Methods To analyze causes of rehabilitation service failures in modern sanatoriums. Results To encourage convalescence customers to complain, to efficiently solve rehabilitation service failures and to set up early warning systemare important remedies for rehabilitation service failure. Conclusion To give rememdy to service failure in sanatoriums is conducive to the enhancement of customer satisfaction and loyalty and service awareness of employees, and to the constant im- provement of service quality in sanatoriums.

关 键 词：疗养院 疗养服务 服务失误 服务补救 策略 

分 类 号：R197.32[医药卫生—卫生事业管理]