Construction and consideration of hospital services continuous improvement based on patients ' experience
10.3760/cma.j.issn.1008-6706.2018.22.031
- VernacularTitle:基于患者体验的医院服务持续改善实践与思考
- Author:
Pei HUANG
1
;
Hongying QIAN
Author Information
1. 南京医科大学附属无锡第二医院门诊部
- Keywords:
Patient experience;
Hospital services;
Continuous improvement
- From:
Chinese Journal of Primary Medicine and Pharmacy
2018;25(22):2975-2978
- CountryChina
- Language:Chinese
-
Abstract:
Patients' experience is the feeling of patients in the process of medical perception. This paper expounded the new concept based on the experience of patients with medical services,then reviewed the specific practices of improve services,which including three - dimensional registration service,process intensification,service public commitment, patients choose doctors in medico - technical departments, hospital president in outpatient. Finally,the article proposed that patients' experience should be based on patients' evaluation,have " love" heart, exceed customers' expectation and build patients' experience culture.
