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注重医疗服务细节管理
引用本文:何志成,郑南南.注重医疗服务细节管理[J].中华医院管理杂志,2006,22(11):753-756.
作者姓名:何志成  郑南南
作者单位:1. 315040,浙江省宁波市,解放军第一一三医院
2. 福建厦门第一七四医院
摘    要:医疗服务质量管理就是品质管理,就是追求服务品质的最优化。而服务质量品质的优劣,是由从事医疗服务的广大医务人员的思想境界、文化素质和服务技艺的修养所决定的,也是一家医院的质量文化和服务文化所决定的。从这个意义上讲,质量管理也是个人和组织境界的培育,是一种修炼。医疗服务的细节从服务本质及一个侧面揭示了医院管理的一个深层次的问题,即医院的立院之本和经营目的。细节管理深刻地反映了医院在时间、空间和文化3个维度的价值取向和积淀。

关 键 词:医疗服务  质量  境界  管理
收稿时间:2006-05-26
修稿时间:2006年5月26日

Attention on detail management of medical service
HE Zhi-cheng,ZHENG Nan-nan.Attention on detail management of medical service[J].Chinese Journal of Hospital Administration,2006,22(11):753-756.
Authors:HE Zhi-cheng  ZHENG Nan-nan
Institution:113 Hospital of PLA ,Ningbo 315040, China
Abstract:Medical service quality management is the management of quality to pursue the optimal quality of service. The service quality is determined by the ideological level, cultural quality and service skills of the general medical workers engaged in the medical services as well as by the quality culture and service culture of a hospital. In this sense, quality management is also the cultivation and improvement of ideological level of the individuals and organizations. The medical service detail puts forward a deep-seated problem of hospital management from the service essence that what is the hospital foundation and management goal. The detail management of a hospital profoundly reflects its value orientation and accumulates in dimensions of time, space and culture.
Keywords:Medical service  Quality  Level  Management
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