医院支持服务系统的框架初探

应医院后勤社会化改革的大趋势,在广州数家医院近几年实践的基础上进行总结。以ERP(Enterprise ResourcePlanning)理论、CRM(Client Relationship Management)理论、设施管理(Facility Management)理论为基础,强调在医院只有将支持服务与医疗服务进行有效的、充分的融合,才能为客户提供优质服务。医院支持服务系统所服务的客户应包括就诊者(外部顾客)和医扩人员(内部顾客)两个部分,绝不可以顾此失彼或厚此薄彼。基于这种认识,设计适合国内医院实际的以支持服务中心(Service Hub)为核心的框架结构,将过去被动型的后勤服务提升为主动型的支持服务。

Framework Module of Hospital Support Service system

The framework module of support service for hospital is focused on Chinese hospital management and operation practice and within nowadays' medical system reform, especially in outsourcing method in the field of supply chain management. It initiates a concept of Service Hub based on the theory of ERP, CRM and Facility Management, which consists with Client Assistant Services and Clinic Support Services. The system has been running on several hospitals in Guangzhou for two or three years, and has got a high praise by the management from hospital. They consider it as a good way to re-engineering for its routine operate, can help the hospital to set up its own competitive advantage. The author wishes it can make a concrete infrastructure to set up support service system for every kind of hospital.