CAJ | 학술논문

随着医药卫生体制改革的不断推进，医疗卫生事业得到极大的发展，提高了医疗服务水平，显著改善了人民群众的健康水平。但是，改革中也发现新的问题，最集中表现为“看病贵、看病难”，由此引发了不断升级的医患矛盾，导致目前“伤医事件”频发，医院面临沉重的压力，寻求提高医疗服务质量和水平的发展战略逐渐成为现代医院管理的关注焦点。本文在引介差异化服务战略的基础上，从改进质量、畅通投诉、优化流程等方面分析了我院服务差异化的实施现状，并提出了未来的发展建议。
수착의약위생체제개혁적불단추진，의료위생사업득도겁대적발전，제고료의료복무수평，현저개선료인민군음적건강수평。단시，개혁중야발현신적문제，최집중표현위“간병귀、간병난”，유차인발료불단승급적의환모순，도치목전“상의사건”빈발，의원면림침중적압력，심구제고의료복무질량화수평적발전전략축점성위현대의원관리적관주초점。본문재인개차이화복무전략적기출상，종개진질량、창통투소、우화류정등방면분석료아원복무차이화적실시현상，병제출료미래적발전건의。
Medical and health service has been greatly developed with the reformation of medical and health system, which improve medical service level and significantly improve people's healthy conditions. However, problems has been found in the reformation, especially the problems of "high cost and difficulty of getting medical treatment", which leads to escalating doctor-patient conflict and "hurting medical staff”incidents, making hospital under great pressure. As a result, the focus point of modern hospital management is to look for the development strategies of improving medical service quality and level. This paper analyzes implementation of differentiated service strategy in our hospital from the aspects of quality improvement, unimpeded complaint and optimization flow based on introducing differentiated service, and suggestion on future development was put forward.