基于改善患者就醫(yī)體驗的門診服務(wù)模式構(gòu)建與效果分析

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【摘要】門診服務(wù)質(zhì)量直接影響患者就醫(yī)體驗。綿陽市中心醫(yī)院以患者為中心，聚焦就醫(yī)流程、服務(wù)要素、特殊群體就醫(yī)需求、組織保障等，簡化服務(wù)流程，優(yōu)化服務(wù)要素配置，滿足特殊群體就醫(yī)需求，實現(xiàn)了門診服務(wù)的精細化管理，改善了患者就醫(yī)體驗。

【關(guān)鍵詞】患者就醫(yī)體驗；門診；服務(wù)模式；服務(wù)質(zhì)量

中圖分類號：R197.323 文獻標識碼：B

Construction and Effect Analysis of Outpatient Service Mode Based on the Improvement of Patients' Medical Experience/HE Mei，TAN Jun，WANG Haiyan，et al.//Chinese Health Quality Management，2024，31（10）：14-17

AbstractThe quality of outpatient service directly affects the patients' medical experience. Mianyang Central Hospital adheres to patient-centered， focusing on medical treatment process， service elements， medical needs of special populations， organizational guarantee，simplified service processes， optimized service element configuration， and met the medical needs of special groups， which realized the refined management of outpatient services and improved the patients' medical experience.

Key wordsPatient Medical Experience；Outpatient；Service Mode；Service Quality

First-author's addressMianyang Central Hospital，Mianyang，Sichuan，621000，China

隨著經(jīng)濟、社會發(fā)展和醫(yī)學模式的轉(zhuǎn)變，患者對醫(yī)療服務(wù)質(zhì)量從過去專注醫(yī)療技術(shù)向同時重視醫(yī)院的服務(wù)態(tài)度、便捷就醫(yī)、環(huán)境設(shè)施、就醫(yī)感受等轉(zhuǎn)變［1］。（剩余5428字）