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医疗服务质量管理就是品质管理,就是追求服务品质的最优化。而服务质量品质的优劣,是由从事医疗服务的广大医务人员的思想境界、文化素质和服务技艺的修养所决定的,也是一家医院的质量文化和服务文化所决定的。从这个意义上讲,质量管理也是个人和组织境界的培育,是一种修炼。医疗服务的细节从服务本质及一个侧面揭示了医院管理的一个深层次的问题,即医院的立院之本和经营目的。细节管理深刻地反映了医院在时间、空间和文化3个维度的价值取向和积淀。
Medical service quality management is the quality of management, is the pursuit of service quality optimization. The merits and demerits of quality of service are determined by the ideological realm, cultural qualities and service skills of medical personnel engaged in medical services. They are also determined by the quality culture and service culture of a hospital. In this sense, quality management is also cultivation of individual and organizational realm, which is a practice. The details of medical service reveal a deep-seated problem of hospital management from the nature of service and one aspect, that is, the purpose and operating objective of the hospital. Detail management profoundly reflects the hospital’s value orientation and accumulation in three dimensions of time, space and culture.