医院“院长代表门诊常设制”的实践与思考

Practice and Consideration of “System of Standing Representative for Hospital President in Outpatient”of Hospitals

医院门诊是面向社会的主要窗口,门诊工作的优劣、质量的高低,反映了医院整体服务水平和管理成效。"院长代表门诊常设制"是无锡市第二人民医院提升医院门诊服务水平的一项重要管理创新举措,2014年获亚洲医院管理奖。笔者结合医院门诊工作中存在的问题,从"院长代表门诊常设制"项目的背景、意义入手,介绍项目的主要做法和取得好成效,并就前置医院管理重心、架设患者与院长沟通桥梁、发挥院长代表现场解决作用、提高管理人员现场处置能力等方面提出了思考。

Hospital outpatient is the main window facing the society so the quality of outpatient work reflects the overall service level and management achievements of a hospital. The system of standing representative for hospital presi- dent in outpatient is the significant management method of innovation for improving outpatient service in Wuxi Second People＇s Hospital, who won the Award of Hospital Management in Asia in 2014. Starting from the background significance of ＂system of standing representative for hospital president in outpatient＂, the authors introduce the main methods and good results of ＂system of standing representative for hospital president in outpatient＂ in accordance with the existing problems in outpatient work and suggest the points for consideration：preposing key points of management, bridging communication between patients and president, bringing the role of the president representative solving problems on the spot into play and improving managerial members＇ on-the-spot disposal ability.