人文关怀在门诊管理中的运用

Application of humanistic care in outpatient service management

门诊具有"五多一短"的特点:门诊患者多、就诊流程多、门诊病种多、应激变化多、门诊纠纷多及诊疗时间短。门诊服务水平是门诊管理水平的重要体现,而门诊管理质量是医院管理的重要组成部分。医院将人文关怀措施运用到门诊管理中,为患者提供优质的服务,不断改善患者就医体验,提升患者满意度,减少医患纠纷,以构建和谐的医患关系,打造出一个有温度的医院。

Outpatient service has six characteristics as follows: larger population of patients,more medical consultation procedures,more kinds of diseases,larger varieties of emergency,larger number of disputes and short time for diagnosis and treatment. Outpatient service level is an important indicator of outpatient management level,and outpatient management quality is an important part of hospital management. The hospital applies humanistic care measures in the outpatient management in order to provide high-quality services for patients,continuously improve patients’ medical experience,increase the level of patient satisfaction,and reduce doctor-patient disputes,so as to build a harmonious doctor-patient relationship and create a warm hospital.