患者关系管理策略在创建服务型医疗机构中的应用

The Application of Patient Relationship Management Strategy in Constructing a Service-oriented Medical Institution

伴随着我国医疗卫生事业改革的不断深化,创建服务型医疗机构已成为各级各类医院积极参与医疗服务市场竞争的重要手段。通过实施患者关系管理策略,构建和谐的医患关系,不断提升患者的满意度,进而使患者对医院忠诚,最终步入社会效益、经济效益双丰收的良性循环。

Along with the increasing deepening of Chinese medical care reform, constructing a service-oriented medical institution has become an important method for hospitals at all levels to actively participate in fierce medical market competition. Through implementing patient relationship management strategy, the hospital can build a harmonious physicianpatient relationship and improve patients＇ satisfaction, thereby enable patients to be loyal to hospital, eventually enter into the virtuous cycle of double-harvest of social and economic benefits.