摘要
患者满意度已成为医院提升诊疗服务质量,促进医院发展的重要管理工具;患者满意度的影响因素主要包括医疗技术服务与非医疗技术服务两个方面。以非医疗技术服务中的医院志愿者服务作为切入点深入探讨,该文综述近期文献,分析了医院志愿者服务现状,提出了以提升患者满意度为动力,以医院文化为基础,从培训考核、行为规范、分岗管理、时间优先4个方面来管理医院志愿者服务,并明确医院志愿者服务的新内容、新模式,进一步推进医院志愿者服务的可持续发展,从而提升患者满意度。
Patient satisfaction has become an important management tool for hospitals to improve the quality of diagnosis and treatment services and promote the development of hospitals.The influencing factors of patient satisfaction mainly include two aspects:medical technical services and non-medical technical services.Taking the hospital volunteer service in non-medical technical service as an in-depth discussion,this article reviews recent literature,analyzes the status quo of hospital volunteer services,and proposes to manage hospital volunteer services from four aspects:training and assessment,behavioral norms,job division management,and time priority based on the hospital culture to improve patient satisfaction,and clarify the new content and new model of hospital volunteer service,and further promote the sustainable development of hospital volunteer service,so as to improve patient satisfaction.
作者
秦雨佳
QIN Yujia(Outpatient Office,Sir Run Run Shaw Hospital Affiliated to Medicine College of Zhejiang University,Hangzhou,Zhejiang Province,310016 China)
出处
《中国卫生产业》
2021年第14期69-73,共5页
China Health Industry
关键词
患者满意度
医院志愿者
管理
服务内容
Patient satisfaction
Hospital volunteer
Management
Service content
作者简介
秦雨佳(1995-),女,硕士,研究方向为卫生事业管理,志愿者服务。
