现代医学模式是社会—生物—心理的综合体,而大型医院门诊量增长,非医疗性服务需求明显上升,为了解决医疗卫生服务过程中出现的各种问题。湖南省郴州市第一人民医院于2013年组建志愿者队伍,制定志愿服务实施方案,培训及考核制度,规范开展门诊志愿服务。通过志愿者服务有效提升了医疗服务质量和患者满意度,为构建和谐医院打下良好的基础。 Modern medical model is a social-biological-psychological complex, while the large-scale hospital outpatient volume increased, the demand for non-medical services increased significantly, in order to solve the problems in the medical and health services. The First People’s Hospital of Chenzhou City in Hunan Province set up a volunteer team in 2013 to formulate volunteer service implementation programs, training and assessment systems and to standardize out-patient volunteer service. Through the volunteer service, the quality of medical service and patient satisfaction were effectively improved, laying a good foundation for building a harmonious hospital.