摘要
目的:通过病人资源管理,有效提高病人对医院医疗服务的满意度、信任度和忠诚度。方法:建立病人资源部,由专人对住院病人进行访视,并定期进行对医院服务工作满意度调查,病人出院后以电话随访、上门巡诊、网络咨询等形式,对病人进行护理指导、饮食指导、用药指导、康复指导、健康宣传教育及医疗咨询等。结果:病人及家属对医院满意率不断增高,提升了医院的整体形象和在公众中的社会地位。结论:病人资源管理在医院管理中占有非常重要的地位,抓好这项工作势在必行。
Objective： To improve patient＇ s satisfaction, trust and loyalty of medieal service by patient resources management. Methods： Patient resources department was established to visit inpatients and investigate patient＇ s satisfaction rate periodically and to provide nursing guidance. diet guidance, drug guidance, recovery guidance, heahh education, medical consulting through telephone interview, family care, web consulting for discharged patients. Results： Patient satisfaction was increased incessantly and the image and social position of the hospital were promoted. Conclusions： patient＇ s resources management is an important part of hospital managenLent and will be developed imperatively.
出处
《中国医院》
2010年第4期60-61,共2页
Chinese Hospitals
关键词
病人资源
医疗服务
patient resources, medical service
