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随着市场经济的深入发展,医疗市场的竞争将愈发激烈,除了提供满足患者需求的基本诊疗服务,还应优化服务理念,增强服务意识,提高患者满意度。将顾客理念贯穿医疗服务的全程,能真正实现以病人为中心,全面提升医疗服务现代化管理水平。本文对医疗服务现状进行剖析,从“改变强者心理,提供优质服务”“增强服务意识,形成顾客理念”“优化服务流程,提高服务水准”“借鉴其他服务行业经验”四个方面对将顾客理念引入医疗服务进行了分析。
With the further development of the market economy, the competition in the medical market will become fiercer. In addition to providing basic medical services that meet the needs of patients, we should also optimize the service concept, enhance service awareness and improve patient satisfaction. The concept of customer service throughout the entire medical services, can truly achieve the patient as the center, and comprehensively enhance the modern management of medical services. This article analyzes the status quo of medical services, from “changing the strong psychology, providing quality service ” “enhance service awareness, forming customer idea ” “optimize service process, improve service level ” “learn from other service industry experience ”Four aspects of the concept of customer service into the medical analysis.