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本文在论述医疗服务中存在的病人的期望与医院质量管理者认知的差异、医院管理者的认知与服务质量规范的差异、服务质量规范与医务人员认知之间的差异、医院服务提供与外部传播间的差异等四个方面质量认知差异的基础上,分析了影响病人认知医疗服务质量的可信性、责任感、医务人员素质、个性化、有形体现五个因素,提出建立高质量标准、建立病人投诉制度、建立绩效监督制度、强调诚信服务、强调医务人员和病人都满意的对策。
This article discusses the differences between the patient expectations and the perceptions of hospital quality managers in the medical services, the difference between the hospital managers’ cognition and the service quality standards, the differences between the service quality norms and the medical staff cognition, and the hospital service provision. Based on the difference in quality perception between the four aspects of external communication and other aspects, the five factors affecting the quality of the patient’s cognitive medical service, including credibility, responsibility, medical staff quality, personalization, and tangible performance, were analyzed. Quality standards, the establishment of a patient complaints system, the establishment of a performance monitoring system, stressing integrity services, and stressing the satisfaction of medical staff and patients.