加强以病人为中心的门诊服务管理

医院所能提供服务是指发挥医务人员的聪明才智,应用现代科学知识,先进的医疗设备和技术,熟练的专业技能和先进的管理手段,为病人提供最佳的服务[1] 。门诊的医疗服务质量不仅取决于专业技术水平,而且还取决于病人和家属在门诊整个就医过程的直接感受和主观评价。“以病人为中心”的现代服务模式,不仅治疗病人的疾病,而且满足病人在门诊就医过程中的其他要求,如方便、安全、环境、经济等心理需求和感受。本文通过对医院门诊服务工作管理中的有关问题进行讨论。

The service a hospital can provide means to provide the patients with the best service by employing medical workers'intelligence,applying modern scientific knowledge,the advanced medical equipments and techniques,proficient professional skills and the advanced managerial methods.The quality of the clinical service relies not only on professional skills but also on the direct experience and subjective appraise of the patients and their family members during the whole process of seeking medical help in clinics.The modern service pattern'Taking Patients as the Center'deals with the treatment of diseases of the patients and also satisfies the other requirements of the patients in their process of seeking medical help,such as the psychological demands and feelings about convenience,security,environment and economy.This article will discuss the concerning problems involved in the management of the clinical service.