以客户需求为导向的医院服务内涵探讨

Exploration of the contents of customer requirement-oriented hospital services

现在普遍存在将"医疗服务"一词广义理解为整个医疗行业服务、医院提供的全部服务的问题,其思路已不利于现代化医院服务水平的全面提高。文章对"医院服务"的内容重新进行了解构和定义,并根据就诊者的需求,提出在构建医院服务体系时应正确理解医院功能与医院服务的区别,加强对医院服务的深入研究以及注重各项医院服务的平衡发展。

The term “medical service” is generally understood as the issue of the whole medical industry service and all services provided by hospitals. Such an idea is not conducive to overall improvement in the level of modern hospital services. The paper gives a new deconstruction and deifnition to the contents of “hospital services”. As for requirements of the attendants, it proposes that for establishment of the medical service system, correct understanding should be developed for the difference between hospital functions and hospital services, more efforts should be made for in-depth study on the medical services and balanced development of various medical services should be kept.