CAJ | 학술논문

本文介绍了新加坡医院的策略规划模式和笔者的参观学习体会，提出了医院优质服务的六个基本认识，同时也提出了具体操作方法，即做好医院优质服务管理需要的六项必要工作，包括善于倾听患者建议，掌握患者心理，要注重关键流程的管理，注重服务的分析测量，要突出特性，关注患者投诉并竭尽所能，培育员工的同理心。
본문개소료신가파의원적책략규화모식화필자적삼관학습체회，제출료의원우질복무적륙개기본인식，동시야제출료구체조작방법，즉주호의원우질복무관리수요적륙항필요공작，포괄선우경은환자건의，장악환자심리，요주중관건류정적관리，주중복무적분석측량，요돌출특성，관주환자투소병갈진소능，배육원공적동리심。
Overview of Singapore hospital strategic planning model and the learing experience, put forward the hospital quality service need six basic understanding, including service is"heart a project", that is ,we willing to do everything by heart for patients. Quality service is the job of the total, must be good at managing the patient's expectation and perception, reducing the root causes of poor service and correct understanding of patient complaints. Also presents speciifc methods of operation, that is, do the work of six essential hospital services management needs, including to be good at listening to patients, master the psychological, should to focus on the key processes of management, measure analysis, to highlight the characteristics, pay attention to patients' complaints and doing the best we can to cultivate employee loyalty.