《医院服务行为规范》编制之理性思维  

Rational Thinking of “The hospital service code of conduct” Preparation

作　　者：周炜[1] 向克兰[1] 何克春[1] 喻伟[1] 张益仑 ZHOU Wei;XIANG Kelan;HE Kechun;YU Wei;ZHANG Yilun(China Three Gorges University People’s Hospital/Yichang First People’s Hospital,Yichang 443000,China)

机构地区：[1]三峡大学人民医院//宜昌市第一人民医院,湖北宜昌443000

出　　处：《现代医院》2018年第6期818-820,共3页Modern Hospitals

基　　金：宜昌市软科学研究计划项目(A14-30314)

摘　　要：通过编制《医院服务行为规范》及其实践,以理性思维理清了《医院服务行为规范》对医院、对社会的重要性、相关性、实用性及其编制流程、实践方式、评价等。认为编制《医院服务行为规范》具有重要实际意义,是医务人员执业的"基本法",是医院核心价值观的内涵,医院文化的外在表现;编制《医院服务行为规范》需要从医务人员中来再回到医务人员中去,需要规范性和可操作性;实践评价《医院服务行为规范》需要引入第三方评价对医务人员的知、信、行进行客观评价。因此,《医院服务行为规范》可以提高医务人员的服务素养,有效促进规范执业行为,提高患者就医体验。Through the preparation of the“Hospital Service Code of Conduct”and its practice,rational thinking has clarified the importance of the“Hospital Service Code of Conduct”for hospitals and society,relevance,practicality,and its preparation process,practice methods,and evaluation.It is considered that the preparation of the“Hospital Service Code of Conduct”has important practical significance.It is the“basic law”for medical personnel practicing,the connotation of the core values of hospitals,and the external performance of hospital culture;The preparation of the“Hospital Service Code of Conduct”needs to be returned from the medical staff to the medical staff,which requires standardization and operability;The practice evaluation of the“Hospital Service Code of Conduct”requires the introduction of third-party evaluations to objectively evaluate the knowledge,beliefs,and behaviors of medical personnel.Therefore,the“Hospital Service Code of Conduct”can improve the service quality of medical personnel,effectively promote the practice of standardizing practice,and improve the patient’s medical experience.

关 键 词：行为规范 编制 思维 实践 

分 类 号：R197.31[医药卫生—卫生事业管理]