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近年来,在激烈的医疗市场竞争中,如何求生存成为医院经营中最大最深刻的课题,设法获得患者已成为医院经营管理的焦点。因此各医院相继引入了企业CS经营的理念,力求从环境、组织、信息、技术系统等方面为患者提供满意的服务,以赢得患者。在医疗系统各专业中,24小时唯一在患者身边提供服务的是护理人员,因此,CS经营管理方式对护理部门工作的影响是显而易见的。 1.护理部门的CS经营管理 CS经营起源于美国(Customer指的是顾客,Saltisfaction意为满意。)是将顾客满意作为企业经营的基本理论,通过不断提高顾客的满意度,使其购买公司的商品或接受服务的一种经营方式。 在医疗改革的浪潮中,为求生存,医院不得不拼死为获得患
In recent years, in the fierce competition in the medical market, how to strive for survival has become the biggest and most profound subject in hospital operations. Managing patients has become the focus of hospital management. Therefore, each hospital has introduced the concept of corporate CS management, and strives to provide patients with satisfactory services in terms of environment, organization, information, and technology systems to win patients. In the majors of the medical system, the only person who provides services around the patient for 24 hours is the nursing staff. Therefore, the effect of the CS management system on the work of the nursing department is obvious. 1.CS management in the nursing department CS management originated in the United States (Customer refers to the customer, Saltisfaction means satisfaction.) It is customer satisfaction as the basic theory of business management, and through continuous improvement of customer satisfaction, it makes the purchase of the company’s A way of doing business or accepting services. In the wave of health care reform, hospitals have had to die in order to survive in order to survive.