基于顾客感知价值的医院管理策略探讨

Hospital management strategy based on customer perceived value

在新一轮医疗改革中,医院竞争的核心不再单纯是医院为病人创造的价值,而要兼顾病人感知到的医院为其创造的价值。医院要获得病人更充分的理解和支持,除了为病人创造价值外,也要想方设法让病人感知到这些价值,因为正是医患双方对医疗服务价值的感知差异,导致医患关系紧张的关键因素之一。该文借鉴顾客感知价值理论,在了解其背景、概念和内容基础上,正确理解并提出医院管理的策略,力争走出一条"以病人为中心,以感知为核心"的医院管理之路。

In the new round of health care reform,the core of hospital competition is no longer restricted to create value for patients,but also care for patients＇ perception of value created by the hospital. Except for creating value for patients, hospitals who wish to get more fully understanding and support have to find ways to enable patients to perceive these values,because the differences of perception to the medical services^value between doctors and patients is one of the key facts of the tense doctor--patient relationship. Referring to the customer perceived value theory ,and on the basis of understanding its background,concepts and content,this paper proposed some hospital management strategies ,and strived to achieve a hospital management approach which is＂patient--centered ,perception as the core＂.