摘要
进一步优化医疗服务,改善就医感受,提升患者体验是现阶段政府主导、社会广泛关注的热点问题.树兰(杭州)医院通过建立基于患者体验的患者服务中心,秉承"全人全程"的服务理念,重点开展健康咨询、门诊预约、患者接诊转诊、就诊一站式服务、住院床位安排、院后便民服务、患者随访、投诉受理等服务,为用户提供院前、院中、院后全流程、专业化、标准化、人性化服务,对改善患者就医体验具有良好的示范作用.
Abstract
Further optimizing medical services,improving patient experience,and enhancing patient experience are the hot issues led by the government and widely concerned by the society at present.Shulan(Hangzhou)Hospital has established a user service center based on patient experience,adhering to the service concept of"whole person and whole process",focusing on health consultation,outpatient appointment,patient referral,one-stop service for medical treatment,inpatient bed arrangement,post-hospital services,patient follow-up and complaint acceptance,and other services.It provides users with pre-hospital,in-hospital and post-hospital full-process,specialized,standardized and humanized services,which has a good demonstration effect on improving patients'medical experience.
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