提升医院医保窗口服务质量的思考

Thinking on Improving the Service Quality of Hospital Medical Insurance Window

随着人们健康意识的提高与物质生活的改善,医保的覆盖范围越来越广,普及率越来越高,医院的医保窗口所承载的任务越来越重要,服务质量成为广大患者关注的焦点。但不同城市、地区的医保政策各有差异,这就导致了医保服务的复杂性、多变性。如果从事医保窗口服务的工作人员没有熟悉当地的医保政策,势必会给患者的就医造成困扰,继而引发医患矛盾,损害医院的社会效益。该文分析了医院医保窗口的常见矛盾,并提出了有效对策以提高服务质量。

With the improvement of people’s health awareness and material life,the coverage of medical insurance has become wider and wider,and the penetration rate has become higher and higher.The tasks carried by the hospital’s medical insurance window have become more and more important,and the quality of service has become the concern of the majority of patients.However,different cities and regions have different medical insurance policies,which leads to the complexity and variability of medical insurance services.If the staff engaged in the medical insurance window service are not familiar with the local medical insurance policy,it will inevitably cause problems for the patients to seek medical treatment,and then cause conflicts between doctors and patients and harm the social benefits of the hospital.This article analyzes the common contradictions of the hospital's medical insurance window,and proposes effective countermeasures to improve the quality of service.