东阳市人民医院构建医院服务品质管理体系探索与实践  

Exploration and practice on comprehensive construction of hospital service quality management system

作　　者：应争先 杜金刊 翟胜飚 王静雅 YING Zhengxian;DU Jinkan;ZHAI Shengbiao;WANG Jingya

机构地区：[1]东阳市人民医院/温州医科大学附属东阳医院,浙江东阳322100 [2]上海市悦医企业管理有限公司,上海200051

出　　处：《中国医院》2019年第10期74-76,共3页Chinese Hospitals

摘　　要：在医疗技术不断进步发展的同时,如何提高医院的服务品质、提升患者就医体验已经成为中国医院管理者所关注的话题。东阳市人民医院借鉴新加坡、美国等医院的做法,历经10余年探索,逐步建立起了一套适合中国医院院情的服务品质管理体系。作者从医院层面介绍该体系的构成、基本操作方法,以期与医疗同行共同提高患者就医体验。With the continuous progress and development of medical technology,how to improve the hospital service quality and patient experience has become a topic of concern to hospital managers in China.After more than 10 years of exploration,Dongyang People's Hospital has gradually established a set of service quality management system suitable for the hospital conditions in China,drawing on the advanced practices of hospitals in Singapore and the United States.This article introduces the constitution and basic operation methods of the system to improve patients experience together with medical professionals.

关 键 词：服务品质 医疗服务 就医体验 患者就医 

分 类 号：R197[医药卫生—卫生事业管理]