医院门诊部有效接触点服务的管理

目的探讨医院门诊部服务中，通过对门诊患者进行有效的“接触点”服务及对接触点服务质量的控制，以达到提高医院门诊的服务质量。方法通过调查确定患者在门诊就医的有效“接触点”，即对就诊环境、后勤、窗口服务、医务人员等有效接触点服务进行质量控制并制定各种服务规范。评价实施有效“接触点”服务及对接触点服务进行质量控制后的效果。结果有效“接触点”服务实施前后患者在就诊环境（65．0％比84．1％），注射时满意度（87．8％比98．3％）等方面比较，差异有统计学意义（x。分别为35．99，31．51；P〈0．05）；医疗投诉较2009年下降35％。结论门诊管理者掌握门诊患者有效“接触点”服务，针对性地加强“接触点”服务管理，能有效提高医院门诊服务质量和患者满意度。

Management of valid touch contact service in out-patients department in hospital

Objective To explore the effect of valid ＂touch contact＂ service to patients in the outpatients department, and related quality control, and to improve the service quality. Methods Establishing valid ＂touch contact＂ point by investigation, and control the quality of clinic environment, rear service, and window service and health staff et al ＂touch contact point＂ ; and propose service standard; evaluate the effect of ＂touch contact point＂. Results clinic environment satisfaction rate （65% vs 84.1% ）, satisfaction of inject ＂（87.8% vs 98.3 % ） before and after establishment of ＂touch contact point＂ were different （X2 = 35.99, 31.51, respectively; P 〈 0. 05 ）; complaint rate has reduced by 35%, compared with that in 2009. Conclusions Out-patients managers should master the effect service of ＂touch contact point＂ and enhance the service management. Those could improve the out-patients service quality and the patients＇ satisfaction.