医院人文服务中的组织管理

医务人员的服务行为受到医院组织环境和管理模式的影响,即组织管理决定了医院人文服务的规范性和可持续性,组织驱动力也是员工开展服务创新的重要驱动因素.医院人文服务的组织管理包括服务运营管理、服务要素管理和服务绩效管理3个方面.服务要素管理是服务提供的后台支撑,是服务运营管理的载体;服务运营的状态是服务要素管理效果的表现;服务运营管理和服务要素管理的质量水平要通过服务绩效来予以考核.三者构成了一个完整的人文服务组织管理体系,保证医院人文服务实现全员化、持续化和规范化.

Organization and management in hospital's humanistic services

The service behavior of medical staff is influenced by the organizational environment and management mode of the hospital. That is to say, the organization and management determine the standardization and sustainability of a hospital's humanistic services, and organizational driving force is also an important factor for the staff to innovate their services. Organization and management of a hospital' s humanistic services is composed of three factors: service operation management, service elements management and service performance management. These factors ensure a hospital's humanistic services to achieve whole-staff-participation, sustainability and standardization.