| 顾客原理在持续性医疗质量提高中的应用 |
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| 引用本文： | 郭琪,张鹭鹭,范思昌.顾客原理在持续性医疗质量提高中的应用[J].中华医院管理杂志,2000,16(9):556-558. |
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| 作者姓名： | 郭琪 张鹭鹭 范思昌 |
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| 作者单位： | 第二军医大学卫生事业管理教研室 |
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| 摘 要： | 系统阐述了持续性质量提高（ＣＱＩ）中顾客原理及其在医疗服务中的应用。顾客原理是ＣＱＩ中最基本的原理。认识你的顾客并满足其需要是顾客原理的基本观点。顾客分为内部顾客和外部顾客，在医疗服务中顾客分为５类。顾客满意度是评价质量提高的指标，可通过调查顾客满意度，分析顾客满意度，改进过程３步来满足顾客需求。
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| 关 键 词： | 顾客原理 持续性医疗质量提高 CQI 医院管理 |
| 修稿时间： | 2000-02-12 |
Application of the customer theory in the continuous quality improvement(CQI) of medical services |
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| GUO Qi,ZHANG Lulu,FAN Sichang,et al..Application of the customer theory in the continuous quality improvement(CQI) of medical services[J].Chinese Journal of Hospital Administration,2000,16(9):556-558. |
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| Authors: | GUO Qi ZHANG Lulu FAN Sichang |
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| Institution: | GUO Qi,ZHANG Lulu,FAN Sichang,et al. Department of Military Medical Services Administration,The Second Military Medical University,Shanghai 200433,China |
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| Abstract: | The paper offers a systematic discussion of the customer theory in CQI and its application in medical services. The basic concept of the customer theory, the most fundamental principle in CQI, is knowing your customers and satisfying their demands. Customers, classified as internal and external ones, are divided into 5 types in medical services and customer satisfaction is the evaluation index for quality improvement. The demands of customers can be met by means of investigating and analyzing customer satisfaction and improving the process of services. |
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| Keywords: | Customer theory Continuous qualiy improvement of medical services |
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