新业态下构建医患双满意门诊服务体系的实践探索

Practice and Exploration of Constructing Doctor-patient Double Satisfaction Outpatient Service System under the New Business Format

公立医院门诊就医体验差,员工工作负荷重。通过构建新业态下的双满意门诊服务体系,以患者服务、现场服务、线上服务、一体化预约服务等方面构建患者服务体系,以门诊无纸化就医、医护服务、门诊运营等方面构建医务人员服务体系,有效提升了医院患者就医体验和职工满意度,改进了门诊医疗服务质量。

The outpatient service experience of public hospitals is poor and the workload of employees is heavy.By building a double satisfactory outpatient service system under the new business format,the patient service system is built in terms of patient service,on-site service,online service and integrated reservation service,and the medical staff service system is built in terms of paperless outpatient treatment,medical service and outpatient operation.It has effectively improved the medical experience of patients and employee satisfaction in our hospital,and improved the quality of outpatient medical service.