摘要
现实中一些医院提出"技术一流,服务一流"愿景,但是什么是"服务一流"?现有的医院体系的研究没有一个完整的思路。本文深入医院服务实践进行医院服务要素的全面调查研究,提出"以病人为中心"的医院服务组织体系构建框架,它确定了病人需求与服务使命/愿景相一致的所有要素,以确保医院的服务愿景通过一系列符合其外部环境和医院内部的所有因素的完善设计和传递来达到每一位员工都集中在服务病人需求上,这是从服务理念到服务绩效的全面全程全方位服务的系统化精益化过程,为医院服务管理者向"服务一流"目标努力提供了一个新的管理工具。
Usually hospitals try their best to reach the goal of having the highest level of technique and service in reality.However,what is the best service？ The existing research of hospital system does not have a complete train of thought.This paper has a comprehensive study of the elements of hospital services on deep hospital service practice,and puts forward the constitution of organization system with the concept of centering on patients,which confirms all elements to make the service vision fit patients＇ demands.At the same time,this thought ensures that each employee will concentrate on patients by fully designing and delivering the service vision,which is a lean systematic process from service vision to service performance across the board,from beginning to end,and all round.At last,we hope this paper can provide a systematic operation framework for hospital service management to reach the goal of having the highest level of service.
出处
《中国软科学》
CSSCI
北大核心
2011年第10期73-83,共11页
China Soft Science
关键词
医院服务
病人中心
组织体系
整合服务模式
hospital service
centering on patients
organization system
integrated service mode
