医院开展患者就医体验管理的思考与展望-《中国卫生质量管理》

文章信息/Info

Keywords:: Customer Experience Management; Patient's Medical Experience; Satisfaction Level; Doctor-Patient Communication

摘要:: 医院开展患者就医体验管理，有利于提升患者满意度，为此建议采取优化就医流程，改善医患沟通方式，加强医疗机构基础设施管理，优化电子信息平台等措施。针对公立医院面临的困惑和难题，提出提高医疗水平，保证医疗质量，重视网络评价，重视医疗人文关怀，提升医院文化水平等建议，以期改善服务质量，增强患者舒适度体验。

Abstract:: Hospitals carry out the medical experience management for patients, which helps improve patient satisfaction. Measures had been proposed, including optimizing medical procedures, improving communication methods between doctors and patients, strengthening the management of medical institution infrastructure, and optimizing electronic information platform. In response to the puzzles and problems of public hospitals, it was proposed to strengthen the quality of medical care, improve the level of medical care, attach importance to network evaluation and medical humanistic care, and enhance hospital cultural standards, which aimed to improving service quality of medical institutions and enhancing patient comfort experience.