提高患者满意度,关键是医院必须比患者和家属预期的医疗服务多做一点什么,而不是少做一点什么。实际生活中,我们每每经过医院,都会发现中国医院特有的一种景观:输液室或楼道里,一个男人举着一根棍子,棍子上面吊着一个输液瓶或输液袋,下面连着长长的输液管,另一端扎入一个小孩子稚嫩的手背上。我想,这个男人一定是孩子的父亲。因为这样把输液器材举上一两个小时, The key to improving patient satisfaction is that the hospital must do more than the intended medical care for the patient and relatives, rather than doing less. In real life, we often pass through the hospital, we will find a unique Chinese hospital landscape: the infusion room or corridor, a man holding a stick, the stick hanging above an infusion bottle or infusion bag, the following attached to the long Infusion tube, the other end into a child’s tender hand back. I think this man must be the child’s father. Because this infusion equipment to lift an hour or two,