不断释放魅力质量 促进医院差异化服务

随着医疗体制改革的不断深入,医疗服务具有市场的性质已是不争的事实,＂医疗市场＂的概念已经为越来越多的人所接受。服务营销活动是开放的市场竞争的必然产物,因此如何适应市场规律,开展医院差异化服务营销,从而在新一轮的竞争中抢占制高点,成为医院管理者必须认真对待的重要问题。本文通过KANO模型应用在案例分析基础上,重点研究差异化服务在医院管理中的应用,不断释放魅力属性,从而提高医院卫生整体管理水平,提高服务的质量、提高患者满意度、改善医患关系,增进医院经济和社会效益。

Show customer relation quality to improve hospital difference service

With the continual deepening of health system reform,it has become an indisputable fact that medical service has the characters of market economy.The concept of medical market is being accepted by more and more people.Service marketing is the necessary product of open market competition.Therefore,it has become a critical task of hospital managers to learn how to adapt to the market discipline and carry out differentiated service marketing,so as to take the lead in this new round of competition.On the basis ...