美国医院开展客户体验管理的经验和启示

Experience and enlightenment of customer experience management in American hospital

通过对美国医院开展客户体验管理的学习和了解,分析了当前中国医院开展客户体验管理的必要性和紧迫性,并结合中国医院实际情况,提出中国医院开展客户体验管理的四个主要途径,即:提升人际交往体验、提升综合感官体验、提升亲情关怀体验、提升患者参与体验;建立起一个以患者的需求为导向、以有效沟通为手段、以患者满意为目标的医院开展客户体验管理的有效模式,由患者体验需求、患者体验分析、患者体验设计与实施、患者体验控制等四个步骤组成患者就医体验持续改进闭环;并对医院开展客户体验管理提出了建议。通过这些,将提升患者的就医体验,从而提升患者忠诚度和医院品牌价值。

Through learning and understanding the customer experience management in American hospital, the necessity and urgency of carrying out the customer experience management in Chinese hospitals are analysed, combining with the condition in Chinese hospitals, four main ways of customer experience management in Chinese hospitals are put forward： improving interpersonal experience, enhancing the comprehensive sensory experience, improving the family care experience, improving patients＇ participation experience; set up an effective mode of hospital customer experience management which was guided by the demands of patients and the goal of patient satisfaction, by means of effective communication. A closed loop of continuous improvement of the patients experience is formed, which consists of patients experience requirements, patients experience analysis, design and implementation and patients experience control, and suggestions of carrying out customer experience management for hospitals are put forward. Through all of these, the quality of patients＇ medical experience will be improved, and also the loyalty of the patients and the value of hospital brand.