我院实施“满意工程”的实践与体会

Client-Centered Services and Quality Satisfaction

介绍了马鞍山市第二人民医院实施“满意工程”,在“服务”二字上下工夫的实践和取得的成效,体会是:科室管理是以病人为中心的支撑条件;服务态度和医疗质量是以病人为中心的核心内容。

Practices and experiences on client-centered services and quality satisfaction are discussed from several dimensions: while demands grow apparently with medical profession' s ability to diagnose more and treat more, efforts can be made to help patients and clients know the differences between their demands and true needs, estimate how they could select essential, valued services and benefits; individualized assessment of the appropriateness and effectiveness of drugs and equipment use, by which the best possible equilibrium between needs and available resources may be obtained; integrated range of services throughout patient' s course of illness so as to avoid service fragmentation or disjunctures that are wasteful and less efficient.