基于顾客参与的医疗服务管理

Medical service management based on customer participation

在当前服务经济和体验经济环境下,现代医院的管理已经由"以医院为中心的管理"、"以病为中心的管理"向"以服务为中心的管理"和"以顾客为中心的管理"转变。医院的医疗服务是对所有顾客的全方位的服务,有着丰富的顾客内涵。医疗顾客适度和有效地参与医院运营活动,可以增强顾客对医疗服务质量的价值感知,降低对医疗服务质量的感知风险,减少顾客的医疗服务获取成本,可以给顾客带来关系价值、学习价值和心理利益价值,可以提升医疗顾客对感知价值,增加满意度水平,并导致良好的医疗顾客行为意向。因此,医院应积极推进顾客的适度和有效地参与,建立和完善基于顾客参与的医疗服务管理体系,以构建医院的核心竞争优势。

In the currednt economic services and economic experience, the modem hospital management has been changed from hospital-based management and disease-centered management to service-oriented management and customer-centered management.Hospital medical services are full range of services for all customers, and have a rich connotation.Medical customers appropriate and effective participation in the operation of hospitals, can enhance the percelved value of medical customers for the service quality, reduce medical risk perception of the quality of service,reduce customer acquisition sosts of medical services,can bnng the relationship value,leaming value and psychological value of the inerest to customers, thus can enhance the perception value of medical customer,increase the level of satisfaction, and lead to a good behavior intention,As a result,the hospitals should actively promote appropriate and effective customer participation,establish and improve based on customers involved in medical service management system in crder to build at the core competitive advantage of hospitals.