浅析人性化服务在门诊管理中的作用  

Analyzing the Function of Humanized Service in Outpatient Management

作　　者：刘亚芬[1] 

机构地区：[1]江苏省张家港市第一人民医院门诊部,江苏张家港215600

出　　处：《中国卫生标准管理》2018年第2期11-12,共2页China Health Standard Management

摘　　要：目的针对人性化服务在门诊管理中的作用进行分析探讨。方法选取我院2017年1月—5月门诊患者共计100例,双盲分组法分为两组,观察组患者实施常规服务,研究组患者实施人性化服务,对比分析两组患者的服务满意度情况。结果研究组在服务态度、日常管理、健康教育、就诊环境及行为举止等满意度方面均优于参照组,组间对比差异具有统计学意义(P<0.05)。结论人性化服务在门诊管理中的作用显著,对提高患者满意度起到积极的影响和作用,有效提高门诊管理工作质量。Objective To analyze the function of humanized service in clinic management. Methods From January 2017 to May 2017, 100 outpatients were divided into two groups. The observation group was given routine services and the research group was performed humanized services. Results The study group was better than the reference group in satisfaction （P 〈 0.05） in terms of service attitude, daily management, health education, treatment environment and behaviors. Conclusion The humanized service plays a signifcant role in outpatient management and plays a positive role in improving patient satisfaction, and effectively improves the quality ofoutpatient management.

关 键 词：人性化服务 门诊 管理 满意度 

分 类 号：R197[医药卫生—卫生事业管理]