| 建立医院内部客户管理机制提升医疗服务质量 |
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| 引用本文： | 徐王权,姚融乐. 建立医院内部客户管理机制提升医疗服务质量[J]. 中国卫生事业管理, 2011, 28(10) |
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| 作者姓名： | 徐王权 姚融乐 |
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| 作者单位： | 1. 安徽医科大学卫生管理学院,安徽合肥,230032
2. 盐城卫生职业技术学院 |
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| 摘 要： | 内部客户管理旨在提高内部员工的满意度,以提升对外部客户服务的质量.将内部客户管理机制引入医院管理,探讨医院实施内部客户管理机制的形式与方法,以及由此给医院带来的积极效应.
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| 关 键 词： | 内部客户 医院管理 医疗服务 质量 |
Improve medical service quality by establishing hospital internal customer management mechanism. |
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| Xu Wang-quan,et al.. Improve medical service quality by establishing hospital internal customer management mechanism.[J]. Chinese Health Service Management, 2011, 28(10) |
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| Authors: | Xu Wang-quan et al. |
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| Affiliation: | Xu Wang-quan,et al. School of Health Management,Anhui Medical University,Hefei,P.R.China. |
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| Abstract: | The purpose of internal customer management is to improve the satisfaction of internal employees,so as to improve the service quality to external customers.The article proposed to introduce internal customer management mechanism into hospital management,discussed forms and methods of realizing internal customer management mechanism in hospital as well as its positive effects. |
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| Keywords: | internal customer hospital management medical service quality. |
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