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随着“新医改”及“十二五”规划的提出,特别是“以病人为中心”的医院管理年活动的开展,使我国公立医院公益性的重要程度愈发凸显,也对公立医院的服务提出了更高的要求。所以,公立医院有必要引入服务补救机制。由于医疗服务不可能毫无瑕疵,100%的治愈率无疑是一种理想状态。如何缓解遭受服务失误患者的不满又能避免被别有用心者讹诈,是当前一直困扰部分公立医院管理者的问题。本文在公立医院服务失误范畴明确的基础上,根据服务管理理论,并结合我国的实际情况,列举分析了公立医院的服务补救体系的建立应遵从的五条原则;并参照相关理论对服务失误后患者期望的行为做出了归类汇总;进而对服务补救时机的选择进行了分析,以期指导公立医院服务补救的进行。
With the introduction of the “new medical reform” and “the 12th five-year plan”, especially the “patient-centered” year of hospital management, the importance of public welfare in our public hospitals has become increasingly prominent , But also put forward higher requirements for public hospital services. Therefore, public hospitals need to introduce a service recovery mechanism. Since medical services can not be flawless, a cure rate of 100% is undoubtedly an ideal condition. How to relieve the dissatisfaction of patients suffering from service errors and to avoid being blackmail by other people with ulterior motives is the problem that has plagued some public hospital managers at present. Based on the theory of service management and the actual situation in our country, this article enumerates and analyzes the five principles to be followed in the establishment of service recovery system in public hospitals. Based on the related theories, The expected behavior has been classified and summarized; and then the choice of service recovery time is analyzed in order to guide the public hospital service recovery.