基于AIDA模式的四心服务在全面提升患者满意度中的实践与探索  

Practice and Exploration of Four-heart Service Based on AIDA Model in Comprehensively Improving Patient Satisfaction

作　　者：陈薇[1] 梁政波 何琳[2] 吴际军 熊倩[3] 周萍[4] 李怡巍[4] CHEN Wei;LIANG Zhengbo;HE Lin;WU Jijun;XIONG Qian;ZHOU Ping;LI Yiwei(Operating Room,Deyang People's Hospital,Deyang,Sichuan Province,618000 China;Nursing Department,Deyang People's Hospital,Deyang,Sichuan Province,618000 China;Department of Obstetrics,Deyang People's Hospital,Deyang,Sichuan Province,618000 China;Department of Gynecology,Deyang People's Hospital,Deyang,Sichuan Province,618000 China)

机构地区：[1]德阳市人民医院手术室,四川德阳618000 [2]德阳市人民医院护理部,四川德阳618000 [3]德阳市人民医院产科,四川德阳618000 [4]德阳市人民医院妇科,四川德阳618000

出　　处：《中国卫生产业》2021年第24期99-102,共4页China Health Industry

摘　　要：该文介绍了医院开展基于AIDA模式的四心服务在提升患者满意度中的实践情况。医院通过从人文性、艺术性、生态性等方面着手营造舒心环境,舒缓患者就医情绪;从发力移动医疗,优化门急诊流程,首创预入院等模式,为患者提供贴心服务;通过从未知到已知的变革,推行合作型健康教育,建立患者安心情绪;整合急救资源,打造高级绿色通道,培养优质医疗团队,做好专病管理的方式,为患者搭建信心平台。优化就医流程,提升医疗保健服务水平,构建和谐医患关系,赢得患者信赖,切实有效提高了患者满意度。This paper introduces the practice of four-heart services based on AIDA model in hospitals in improving patient satisfaction.The hospital creates a comfortable environment from the aspects of humanity,artistry,ecology,etc.,so as to relieve the patient's mood for seeking medical treatment;from the mobile medical care,optimizing the outpatient and emergency procedures,and pioneering the pre-hospitalization model to provide patients with caring services;through from the unknown to the known,promote cooperative health education to establish patient peace of mind;integrate emergency resources,create high-level green channels,cultivate high-quality medical teams,do a good job in specialized disease management,and build a confidence platform for patients,optimize the medical treatment process,improve the level of medical care services,build a harmonious doctor-patient relationship,win the trust of patients,and effectively improve patient satisfaction.

关 键 词：患者满意度 AIDA模式 优化服务 

分 类 号：R19[医药卫生—卫生事业管理]