门诊人性化服务管理实践

Management and Practice of Patient-oriented Services in Outpatient Department

本文从门诊服务理念、技术、流程、措施、环境和效果等6个方面,介绍了2004年以来总医院开展门诊人性化服务的几点做法。通过人性化管理与创新,实现了“以病人为中心”的门诊人性化服务,提升了医院的整体形象。

The paper made an introduction of patient - oriented services in general hospital of PLA from the following six aspects ： service idea, technology, process, environment and effectiveness. Through these practices, the hospital achieved patient- oriented service in outpatient department and improved the integrated status.