摘要
目的探讨提供优质、高效的服务提升服务满意率的举措。方法从影响服务满意率的主要原因入手,转变服务模式,变等待服务为主动服务。结果本着"以人为本"的服务理念,改变服务模式,使复印审批合格率得到了显著提高,不仅缩短了复印的等候时间,减轻了窗口服务的压力,同时提高病案复印窗口服务满意率。结论新举措的实施,既方便了复印者,又有效的提高了服务效率和服务质量,对服务满意率的上升起着至关重要的作用。
Objective To improve satisfaction rate by providing high-quality and efficient services.Methods The reasons of influencing satisfaction rate were dug out and service model was changed from wait-to-serve to serve actively.Results An idea of ＂putting people first＂ was stressed and a user-friendly service was offered.The new service model and service idea not only significantly improved the copy approval rate,but also reduced the waiting time for copying and lessened the service pressure.Conclusion The new measures offer easy access to copy,thus effectively improve the service efficiency and quality.They play a vital role in enhancing the service satisfaction rate.
出处
《中国病案》
2011年第10期7-8,共2页
Chinese Medical Record
关键词
复印病案
满意率
Medical record copy
Satisfaction rate
