大型综合三甲医院国际医疗服务模式研究

Research on international medical service model of large comprehensive Class A tertiary hospitals

本研究通过研究国内大型综合三甲医院的国际医疗服务部门,从客户定位、服务特色、医院设施和环境建设、人才队伍建设与对外交流、管理方式及资质认证、保险合作六方面进行分析,总结出其共同的特点.即,客户主要来源于驻地使馆、领事馆官员及家属、外资及合资企业的外籍员工及家属、外籍参访官员及商务人士、外籍旅游人士等;提供预约诊疗服务和一站式医疗服务,及多种特色服务;设立独立的、体现国际化元素的诊疗区域;注重对外交流、持续提高国际医疗服务队伍的外语水平和国际礼仪认知水平;拥有独特的管理运营模式,并积极参与国际认证;主动与国际商业保险公司建立合作关系.在此基础上,提出开展国际医疗服务可借鉴的模式.

International medical service is becoming much more popular at present with the increased exchanges between countries around the world.This paper mainly analyzes the characteristics and practical measures taken by the international department of some large comprehensive class A tertiary hospitals in regard to customer orientation,service features,facility and environment building,talent team building and foreign communications,management and credentials,and insurance cooperation.It is found out that thecustomers are ambassadors,counselors,foreign workers and their family members,foreigners for business visits or foreign tourists;appointment service,one-stop service and other special service are provided;separate clinical area or room of international elements are installed;they continually enhance foreign exchanges and improve language skills and foreign culture cognitions of team members;they have particular management modes and operate with international standards;they cooperate with international insurance companies.The mode of international medical service is thus concluded on the analysis.