医院人性化服务行为识别系统的构建与实践

Building and applications of hospital humanistic service identify system

医院的人性化服务行为识别系统包括内部识别系统和外部识别系统。医院人性化服务行为识别系统建设的目标是使员工行为规范化,体现医院理念精神,便于社会公众认知。医院行为系统建设应坚持立足情感的原则,突出社会责任感的原则,以诚取信的原则和广泛传播的原则。我院规范人性化服务行为的实践经历了奠定物质文化基础、规范服务行为内容和强化服务行为识别三个阶段。

Hospital humanistic service identify system can divide into internal identify system and external identify system. The goals of hospital humanistic service identify system are standardization employee behavior, expression hospital mind and widening hospital celebrity. The principles of building hospital humanistic service identify system are considered as emotion, social responsibilities, credit and widely communication. Building hospital humanistic service identify system in Yuhuangding hospital includes three stages. Firstly, establish the appropriate culture in hospital. Secondly, guide the humanistic service content. Thirdly, strengthen staff behavior.