综合性医院门诊志愿者服务与导诊一体化管理

Integrated Management of Volunteer Service and Hospital Guide in a Comprehensive Hospital

医院志愿者服务是现代文明社会不断进步的产物,是公民参与社会管理、服务社会建设、促进社会和谐的一种重要方式,是为患者服务的公益性群体。志愿者服务亲和力强,能有效改善患者就医体验,近年来得到各类医院的普遍重视。志愿者服务已成为门诊就医流程中不可或缺的一部分,是医院内部独立于医疗服务和药品服务之外的一个服务体系,同时也是医院与患者之间的纽带,能改善患者就医体验,提高服务满意率,在优化门诊服务流程和促进和谐医患关系方面有推动作用。

As public welfare service for patients,hospital volunteer service is a product of the progress of modern civilization and an important way for the citizens to participate in social management,to serve society construction and to promote harmonious society. With strong affinity,volunteer service can effectively improve patients＇ experience and thus has recently attracted great attention from all kinds of hospitals. Volunteer service has become an integral part of outpatient medical treatment process. As a service system independent from the hospital medical services and drug service within a hospital and also as a link between hospitals and patients,volunteer service can improve patients＇ treatment experience,raise service satisfaction,and plays an important role in optimizing outpatient service process and promoting the harmonious doctor-patient relationship.