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在现代管理学中,各种管理方法层出不穷,其目的是追求服务的完美,这种完美的服务主要体现在规范化的服务流程、健全的监督机制、具有较高综合素质的专业人员积极努力地工作。医疗服务是个系统工程,患者所体验到的每一项服务,都是系统的一个组成部分,而它的种种细节更能体现服务的人性化。细小的行为变化对全局有重大影响,初始条件的极小偏差,都会引起结果的极大偏差。细节体现的是医院的管理水平,质量变化和服务品质。在病案管理中,坚持“以人为本”的理念,落实人性化服务,必须要注重细节管理。
In the modern management science, various management methods emerge in an endless stream, and its purpose is to pursue the perfect service. This perfect service mainly manifests in the standardized service flow, the sound supervision mechanism, and the professionals with higher overall quality work hard actively . Medical service is a systematic project, and every service a patient experiences is an integral part of the system, and all the details of it can reflect the humanization of the service. Small changes in behavior have a significant impact on the overall situation, the minimum deviation of the initial conditions, will cause a great deviation of the results. The details reflect the hospital’s management level, quality changes and service quality. In case management, adhere to the “people-oriented” concept, the implementation of human services, we must pay attention to the details of management.