| 走出服务补救误区 强化医疗服务质量 |
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| 引用本文： | 陈玉强,姜新莉,王德铸,夏挺. 走出服务补救误区 强化医疗服务质量[J]. 中国医院管理, 2007, 27(12): 52-53 |
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| 作者姓名： | 陈玉强 姜新莉 王德铸 夏挺 |
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| 作者单位： | 解放军第174医院,福建,厦门,361003 |
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| 摘 要： | 指出当前医院服务补救存在的4个误区：补救对象局限于有抱怨的那一部分群体：补救措施是等到问题出现以后才实施：补救方式采取分段管理；补救目的是为了平息事态。经分析总结后提出：服务补救应以培养顾客忠诚为目标，全员参与．系统管理，全面提高医疗服务质量。
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| 关 键 词： | 服务补救 医疗质量 顾客忠诚 |
| 文章编号： | 1001-5329（2007）12-0052-02 |
| 收稿时间： | 2007-09-04 |
| 修稿时间： | 2007-09-04 |
Correct Mistakes About Service Recovery to Strengthen the Medical Service Quality |
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| CHEN Yu-qiang, JIANG Xin-li, WANG De-zhu, et al. Correct Mistakes About Service Recovery to Strengthen the Medical Service Quality[J]. Chinese Hospital Management, 2007, 27(12): 52-53 |
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| Authors: | CHEN Yu-qiang JIANG Xin-li WANG De-zhu et al |
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| Abstract: | In this article four mistakes about service recovery in hospital were pointed out:limitted in who had com- plained:took action after service failure occurred;isolated during departments:satisfied by the affair clam down.Then, cultivating patient loyalty:mobilizing staff to participate in and acting systematically were recommened to strengthen the medical service quality. |
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| Keywords: | service recovery medical quality customer loyalty |
| 本文献已被 CNKI 维普 万方数据 等数据库收录！ |
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