长期以来,医院服务总是滞后,原因不外乎以下几点:(1)在医疗服务活动的过程中,医护人员往往停留在服务的体现上,而没有真正从人接受服务的体验上去感受。服务只有先体验到了感受,之后才可能产生感觉,最后就产生了对医院的感情,这是现行医疗服务差距之一。(2)传统医学教科书上没有强调和注明“服务”的作用和地位,而在功能、制度、常规上讲得太多,这势必造成了我们的医护人员用医疗技术、护理常规、诊疗规程来替代了我们所要求的服务内涵,这是现行医疗服务差距之二。(3)当医疗服务开始时(例如患者就诊时),仅从传统的医疗常规中去认识与执行,诊断什么、如何治疗、治疗周期、治疗预后、护理常规等去处理,只从简单的疾病病种中去认识,而不从人的角度去体验;只知道诊疗正确与否,而不了解体会患者的经济、家庭、社会、心理怎样;医疗服务最需要关心的是什么,他们基本一无所知,严格地把病和人分离开来,丧失了人性化服务的基本准则,此为现行医疗服务的差距之三。为了尽可能地缩小这些差距,许多医院都纷纷打出了服务牌,但究其执行效果却并不理想,分析原因,主要还在于医生个体缺少主动改善服务质量、丰富服务内涵的积极性。从“要我做服务”到“我要做服务”的关键一步该如何跨越?上海安国医院对此已经探索出了一套有效路径,虽然该路径尚处调试阶段,却颇具启迪意义。 For a long time, hospital services have always lagged behind for the following reasons: (1) In the course of medical service activities, medical staffs often stay in the service delivery without really enjoying the service experience. Only by first experiencing the service can the service produce feelings and then finally have feelings about the hospital. This is one of the gaps in the current medical service. (2) The traditional medical textbooks do not emphasize and indicate the role and status of “service ”, while speaking too much in terms of function, system and routine, which inevitably causes our medical staff to use medical technology, routine care, Medical procedures to replace the service we require the content, which is the second of the current medical services gap. (3) When the medical service is started (for example, when a patient is in a doctor’s office), treatment and diagnosis are performed only from the conventional medical treatment, what is diagnosed, how to treat, treatment cycle, treatment prognosis, nursing routine and the like are handled only from simple diseases To understand the disease, but not from the perspective of human experience; just know the correct diagnosis or not, but do not understand how to understand the patient’s economy, family, society, psychology; medical services most need to be concerned about what they basically no As we all know, the strict separation of the sick from the human and the loss of the basic normative guidelines for human services are three of the gaps in current medical services. In order to reduce these gaps as much as possible, many hospitals have played service cards in succession, but their performance is unsatisfactory. The main reason for the analysis is that physicians lack enthusiasm to proactively improve service quality and enrich service connotation. From the “want me to do service” to “I want to do service,” the key step how to cross? Shanghai Anguo Hospital has explored a set of effective path, although the path is still at the debugging stage, but quite inspired significance.