门诊服务流程的研究进展  

Research progress of outpatient service process

作　　者：高拉米 李玉梅[1] 

机构地区：[1]同济大学附属上海市肺科医院护理部,200434 [2]宁波市北仑区滨海新城医院,315000

出　　处：《中华现代护理杂志》2017年第32期4174-4177,共4页Chinese Journal of Modern Nursing

摘　　要：门诊是医院对外服务的重要窗口,门诊的服务质量影响患者就诊体验,也影响患者对医院的评价与判断.故改善门诊服务流程,提高门诊患者就诊体验尤为重要.本文综述了门诊服务的相关概念、门诊服务模式、信息化技术的应用以及如何提高门诊患者就医满意度的改进措施,为各医院门诊管理者提供参考依据和借鉴.Out-patient department is an important window for external services of hospitals. The quality of service of out-patient department affects patients＇ experience on seeking medical advice as well as comments and judgements to hospitals. Accordingly, it is particularly important to polish up the service process of out-patient department and to improve patients＇ experience on seeking medical advice. This article summarized the related concept and models of outpatient services, the application of information technique and improvements on how to enhance the degree of satisfaction of out-patients with seeking medical advice so as to provide bases and references for hospital managers of out-patient department.

关 键 词：综述 门诊医疗 门诊病人 信息化 预约 就医体验 

分 类 号：R197.3[医药卫生—卫生事业管理]