医院青年志愿者管理及服务创新初探

目的：探讨医院青年志愿者管理与服务创新方法及其应用效果。方法：将2010年1月至12月院内采用传统青年志愿者管理模式的青年志愿者列为对照组；2011年1月至12月间采用创新青年志愿者管理与服务模式的青年志愿者列为研究组，创新方法包括：全面普及电子信息化管理、提高青年志愿者的整体服务水平、及时肯定青年志愿者的付出、发挥青年志愿者的个性能力和职业特征、以青年志愿者培训青年志愿者。结果：对照组临床满意度为86.3%，研究组临床满意度为95.8%，2组比较差异显著（χ2=65.430，P＜0.05）；患者对研究组的服务水平评价评分明显高于对照组，具有显著差异（P＜0.05）。结论：创新医院青年志愿者管理与服务模式可有效提升青年志愿者团队的整体服务水平，对提高医院服务满意度有一定作用。

Service Innovation and Management of Young Volunteers in Hospital

Objective： To investigate the management of hospital young volunteers, the methods of service in-novation and application effects. Methods： Young volunteers who accepted traditional management mode from Jan-uary, 2010 to December, 2010 were chosen as the control group; the volunteers who received innovated management and service mode from January, 2011 to December, 2011 were taken as the study group, the methods contained： uni-versal popularization of electronic information management, improving overall service level of young volunteers, timely affirming the pay of the volunteers, developing personal capabilities and job characteristics of the volunteers and training for them by young volunteers. Results： Clinical satisfactory degree of the control group was 86.3%, low-er than 95.8% of the study group with significant difference （χ2=65.430,P〈0.05）; service level evaluation scales in the study group were remarkably higher than these of the control group, the comparison had notable difference （P〈0.05）. Conclusion： Innovated management and service mode of hospital young volunteers could effectively raise overall service level of young volunteer＇s team, and it could improve satisfaction degree of hospital service.