开展医院全员优质服务培训的模式探索

Exploring the model of quality service training for hospital staff

为患者提供优质服务,很大程度上取决于一线员工的服务意识与服务技能,是一项需要全员参与的工作。为提升医院服务品质,东阳市人民医院提出了“做有温度的员工”的目标,设计开发了适合医院的优质服务系列课程,培养了一支内训师队伍,长期在医院开展小班化优质服务培训,并取得了一定效果。

Providing high-quality services to patients depends to a large extent on the service awareness and service skills of front-line employees,which is a task that requires full participation of employees.In order to improve the quality of hospital services,Dongyang People's Hospital put forward the goal of“being a staff with temperature”,designed and developed a series of high-quality service courses suitable for the hospital,trained one teams of internal trainers,and carried out small classes in the hospital for a long time Service training and achieved some results.