涉外与特需医疗精细化顾客服务模式的探讨与实践——以河南省人民医院国际医疗中心为例

Discussion and Practice of the Refined Mode of Foreigner-related and Specially-needed Customer Medical Service——A Case Study of Henan Provincial People ’s Hospital International Medical Center

医疗保健作为服务项目之一,是服务行业中的重要组成部分。医疗服务的新领域——涉外与特需医疗因其服务对象即顾客(患者)自身的特点,对服务品质提出了更高要求。本文从服务管理角度,结合对顾客关系的认识对打造精细化顾客(患者)服务模式进行了探讨,实现顾客(患者)与医务人员关系持续良好互动,并结合自身实践提出了一些建议。

As one of the service items,medical care is an important part of the service industry. The new field of medical services—foreigner-related and specially-needed medical services puts forward higher requirements for service quality due to the peculiar characteristics of its customers(patients). This article discusses the creation of a refined customer(patient) service model from the perspective of service management,combined with the understanding of customer relations,to achieve a continuous and good interaction between customer(patient) and medical staff,and puts forward some suggestions based on its own practice.