标杆窗口建设在门诊服务管理中的作用  

The role of continuous benchmarking windoww construction in outpatient service management

作　　者：周玲[1] 钟灵[1] 周珍[1] 张大铮[1] 

机构地区：[1]四川省都江堰市医疗中心,都江堰市人民医院,成都611830

出　　处：《当代护士（上旬刊）》2016年第11期153-155,共3页Modern Nurse

摘　　要：目的探讨标杆窗口建设在门诊服务管理中的作用。方法对医院门诊窗口部门进行6个月标杆窗口建设,抽样比较建设前后门诊患者满意度。结果标杆窗口建设前后门诊患者满意度差异存在统计学意义(P<0.05),建设后的满意度高于建设前。结论标杆窗口建设有利于提高窗口员工职业素质和门诊患者满意度,降低门诊患者投诉率,及时启动服务补救措施,改善就医环境,是一种有效的门诊服务管理方法。Object To discuss about the role of continuous benchmarking window construction in outpatient service management. Method Comparing with the outpatients satisfaction after keeping doing the continuous benchmarking window construction in outpatient department for 6 month. Result Benchmarking window cionstruction sinificantly higher than the early outpatients satisfaction. Conclusion the continuous benchmarking window construction can improve the professional quality of employees,improve the outpatient service patient satisfaction,reduce outpatient complaints, start the service recovery in time,improve the environment and It's a kind of effective methods for outpatient service management.

关 键 词：门诊管理 标杆窗口 服务管理 

分 类 号：R473[医药卫生—护理学]