基于改善患者就医体验的门诊服务模式构建与效果分析

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【摘要】门诊服务质量直接影响患者就医体验。绵阳市中心医院以患者为中心，聚焦就医流程、服务要素、特殊群体就医需求、组织保障等，简化服务流程，优化服务要素配置，满足特殊群体就医需求，实现了门诊服务的精细化管理，改善了患者就医体验。

【关键词】患者就医体验；门诊；服务模式；服务质量

中图分类号：R197.323 文献标识码：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

随着经济、社会发展和医学模式的转变，患者对医疗服务质量从过去专注医疗技术向同时重视医院的服务态度、便捷就医、环境设施、就医感受等转变［1］。（剩余5428字）