医院门诊服务是连续的过程服务。患者从挂号、就诊到后续检查、化验,涉及多部门、多个环节。无论哪个环节出现问题,均可造成患者不满意。门诊发生的医患矛盾,通常不是因为患者对医疗技术质疑、不满,而是因为患者在门诊就诊过程中不满医生服务态度、因就诊流程复杂而奔波或者等候时间过长等。因此,在提供高效、安全医疗 Hospital outpatient service is a continuous process service. Patients from the registration, treatment to follow-up examination, laboratory tests, involving many departments, multiple links. No matter what part of the problem, can cause patients are not satisfied. Outpatient clinic doctor-patient conflict, usually not because of patients with medical technology questioned, dissatisfied, but because patients in the outpatient clinic dissatisfaction with the doctor’s service attitude, due to the complicated and running the treatment process or waiting time is too long. Therefore, providing efficient and safe medical treatment