医院建立客户服务中心的必要性与运作模式

近些年来,由于医疗卫生体制、机制不适应市场经济运行的发展,广大群众"看病难、看病贵"的问题越来越明显,医患矛盾越来越突出,医患纠纷急聚增加。如何处理医疗纠纷、怎样缓解医患矛盾,能否建立起和谐的医患关系,是各家医院领导思考的新课题。重新配置与调整内部管理资源,建立医院客户服务中心,接受投诉、调解和处理医疗纠纷,同时为广大群众提供医疗信息咨询是一种新的尝试。本文通过总结该院客户服务中心一年来的工作体会,阐明医院建立客户服务中心的必要性与运作模式。

The Necessity and Mode of Operation for Hospital to Establish the Customer Service Center

In recent years,the hygienic system and mechanism are not adapte to the market economy development.The problem for general populations to see a doctor expensively and difficultly is more and more obvious.medical dispute are also sharply increasing.How to handle medical disputes and How to alleviate the doctor-patient contradiction or the possibility of establishing a harmonious relationship between doctors and patients is the new task which different hospitals leadership pondered.Works that redeploying and adjusting internal management resource and establishing the hospital customer service center,Or mediating and processing medical dispute as well as works that providing the medical service information consultant for the general populations is one kind of new attempt.This paper summarized in our hospital customer service center of their work in the past year,we illuminated that the necessity and mode of operation for hospital to establish the customer service center.