目的满足人民不断增长的健康需求,适应新的医学模式,提供以患者为中心的门诊人性化服务。方法对不同需求的患者,运用主动灵活的个体性服务和沟通技巧。结果及时为患者导医咨询排忧解难,方便患者就医。结论热情温馨服务,消除患者对医院的陌生和恐惧,提高医院品牌竞争力,赢得良好的社会效益和经济效益。 Objectives To meet the people’s growing health needs, to adapt to the new medical model, and to provide patient-centered outpatient human services. Methods For different needs of patients, the use of active and flexible individual services and communication skills. The results of timely counseling and counseling for patients to solve problems and facilitate patient treatment. Conclusions Enthusiasm and warm service, eliminate patients’ strangeness and fear to the hospital, improve hospital brand competitiveness, and win good social and economic benefits.