医院门诊服务品质的综合化管理

摘要：医院服务品质是衡量医院医疗技术、服务质量及管理水平的综合性指标。门诊服务品质的优劣、不仅会对医院的荣誉产生重大影响，也关系着医院的整体效益。目前大多综合医院的门诊服务品质测评结果不理想，满意度低于临床住院病房，分析其影响因素，笔者认为，医院要高度重视医院门诊服务品质的内涵建设，致力于管理机制，服务内涵及人员素质的综合化管理，不断提升服务品质，缩短患者在就医过程中期望值与体验值之差，不断满足病人就医需求。

Integrated Management of Service Quality in Hospital Outpatient

Whether the outpatient service is good or not influences not only hospital reputation but the overall benefit of a hospital.Currently,the assessment results of outpatient service in most comprehensive hospitals are not satisfactory.Hospitals should attach great importance to the connotation construction of outpatient service quality and the comprehensive management of managerial mechanism,service connotation and personnel quality so as to improve service quality,shorten the gap between expected value and experience value of the patients in seeking medical treatment and meet the needs of the patients for seeking medical treatment.