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通过对患者就医行为进行问卷调查、分析,发现自身不足,了解病人需求,医院应积极主动顺应外部环境变化,树立“以人为中心”的服务理念;转变服务观念,增强服务意识;规范医疗服务行为,提高医护质量;开展特色服务,加强横向经营;重视医院形象和品牌塑造;注重公关及医疗服务营销等才能在日益激烈的竞争中获得生存和发展。
Through questionnaire survey and analysis of patient’s medical treatment behavior, discovering their own inadequacies and understanding patient needs, the hospital should actively respond to changes in the external environment, establish a “people-centered” service concept, change service concepts, enhance service awareness, and standardize medical service behaviors. Improving health care quality; developing characteristic services and strengthening horizontal operations; paying attention to hospital image and brand building; focusing on public relations and marketing of medical services, etc. can only survive and develop in increasingly fierce competition.