温馨服务窗口的建设及体会

目的 创建温馨服务窗口，为病人提供优质、多层次服务，以满足各类病人的需要。方法 (1)营造温馨的就医环境；(2)改变窗口形象；(3)规范服务行为；(4)提高医疗质量。结果 门诊护理工作综合满意度达到98％，社会和经济效益显著增长。结论 温馨服务在医院管理中具有深远意义，提高了工作质量和病人满意度。

Establishment and experience of warm and fragrant service window

Objective To offer high quality service in many ways and to satisfy patients' need by establishing warm and fragrant service window. Methods Firstly, establish a warm and fragrant medical environment; Secondly, change the old service image; thirdly, standardize the service; fourthly, improve service quality. Results The satisfactory rate on nursing care of out-patients clinic rose to 98%, and obvious increase was made in both social and economic effects. Conclusion Warm and fragrant service is very important in hospital management, which can improve working quality and patients' satisfactory rate.