基于医疗服务双改善双提升的医院志愿服务建设实践探索  

Practice and Exploration of Hospital Volunteer Service Construction Based on the Double Improvement and Double Enhancement of Medical Services

作　　者：朱昱璇 张晓燕 陈淑映 江训文 ZHU Yuxuan;ZHANG Xiaoyan;CHEN Shuying;JIANG Xunwen(Department of Science and Education,the Second Affiliated Hospital of the Chinese University of Hong Kong(Shenzhen)/Longgang District People's Hospital of Shenzhen,Shenzhen Guangdong 518172,China;Youth League Committee Office,the Second Affiliated Hospital of the Chinese University of Hong Kong(Shenzhen)/Longgang District People's Hospital of Shenzhen,Shenzhen Guangdong 518172,China)

机构地区：[1]香港中文大学(深圳)附属第二医院/深圳市龙岗区人民医院科教科,广东深圳518172 [2]香港中文大学(深圳)附属第二医院/深圳市龙岗区人民医院群团办公室,广东深圳518172

出　　处：《中国卫生标准管理》2024年第21期72-76,共5页China Health Standard Management

摘　　要：在以推动高质量卫生健康事业为核心,建设“健康中国”的过程中,香港中文大学(深圳)附属第二医院积极探索并成功实践了一套行之有效的医院志愿服务管理模式。该模式将PDCA循环理论融入志愿者服务管理,通过健全体系、拓宽招募渠道、加强系统培训、完善激励机制和规范管理等方式,显著提升了医院志愿服务能力和管理水平。这些措施不仅有效改善患者的就医体验,也提高了医院的服务质量。该模式的成功实践,为其他医院开展志愿者服务工作提供了有益的经验与启示,对推动整个卫生健康事业的持续发展具有积极意义。同时,这也体现了医院在积极履行社会责任、推动社会和谐发展方面的积极作用,为构建更加美好的医疗卫生环境贡献了力量。In the process of building a"Healthy China"with promoting high-quality healthcare as the core,the Second Affiliated Hospital of the Chinese University of Hong Kong(Shenzhen)actively explores and successfully practices an effective hospital volunteer service management model.This model integrates the PDCA cycle theory into volunteer service management,significantly improving hospital volunteer service capabilities and management levels through sound systems,expanding recruitment channels,strengthening systematic training,improving incentive mechanisms,and standardizing management.These measures not only effectively improve the patient's medical experience,but also enhance the quality of hospital services.The successful practice of this model provides useful experience and inspiration for other hospitals to carry out volunteer service work,and has a positive significance for promoting the sustainable development of the entire healthcare industry.At the same time,this also reflects the positive role of hospitals in actively fulfilling social responsibilities and promoting harmonious social development,contributing to the construction of a better medical and health environment.

关 键 词：志愿者管理 医院志愿服务 PDCA循环理论 激励机制 服务质量 人文医院建设 

分 类 号：R197[医药卫生—卫生事业管理]