| 基于ESIA法的大型医院窗口服务建设探索 |
| |
| 引用本文： | 刘小莉,程 辉,周 琼,袁柏春.基于ESIA法的大型医院窗口服务建设探索[J].江苏卫生事业管理,2018,29(1):50-52. |
| |
| 作者姓名： | 刘小莉 程 辉 周 琼 袁柏春 |
| |
| 作者单位： | 华中科技大学同济医学院附属协和医院党办,华中科技大学同济医学院附属协和医院党办,华中科技大学同济医学院附属协和医院党办,华中科技大学同济医学院附属协和医院党办 |
| |
| 摘 要： | 目的：以患者就医体验为切入点，分析大型医院窗口服务中存在的不足，探讨如何将医院窗口服务建设体系化、品牌化，从而提高医院社会服务能力和群众满意度。方法：采用ESIA法对医院窗口服务流程进行优化。结果：窗口服务质量显著提升，患者投诉减少，各项医疗指标和社会满意度显著上升。结论：ESIA法对于提升医院窗口服务质量，改善患者就医体验具有指导意义。
|
| 关 键 词： | ESIA法 流程再造 窗口服务 就医体验 |
Practice of Window Service Construction in Large Hospital with the Method of ESIA |
| |
| Liu Xiaoli,Cheng Hui,Zhou Qiong and Yuan Baichun.Practice of Window Service Construction in Large Hospital with the Method of ESIA[J].Jiangsu Health Care Management,2018,29(1):50-52. |
| |
| Authors: | Liu Xiaoli Cheng Hui Zhou Qiong and Yuan Baichun |
| |
| Institution: | Office of the Party Committee, Affiliated Union Hospital of Tongji Medical College, Huazhong University of Science and Technology,Office of the Party Committee, Affiliated Union Hospital of Tongji Medical College, Huazhong University of Science and Technology,Office of the Party Committee, Affiliated Union Hospital of Tongji Medical College, Huazhong University of Science and Technology and Office of the Party Committee, Affiliated Union Hospital of Tongji Medical College, Huazhong University of Science and Technology |
| |
| Abstract: | |
| |
| Keywords: | |
|
| 点击此处可从《江苏卫生事业管理》浏览原始摘要信息 |
| 点击此处可从《江苏卫生事业管理》下载免费的PDF全文 |
|
