摘要
目的提高健康体检服务质量。方法转变服务理念,培养高素质的体检队伍,营造温馨、和谐的体检环境,再造体检中心服务流程,提供查体前、查体过程中及查体后的人性化服务。结果实行人性化服务后,对体检人员的服务态度、沟通能力、责任心、自我健康管理教育满意度均有显著提高(P<0.05);2005年比2004年体检人数增长86%,业务收入增长45%。结论推行人性化体检服务活动,能有效地促进健康体检事业的发展和体检服务质量的提高。
Objective To improve the service quality of physical examination. Methods We changed our service idea,established the high quality examination staff,built warm and harmonious examination environment,reform the examination service flow,and afford the humanistic service to the clients during the whole course. Result After affording the humanistic service,the clients＇ satisfaction degree of attitude,communication ability,and heath selfmanagement education were improved significantly（ P 〈 0.05 ） ;the number of clients in 2005 increased 86% more than that in 2004, and the income increased 45%. Conclusion Application the humanistic service can promote effectively the development of physical examination enterprise and improve the quality of service.
出处
《护理管理杂志》
2006年第5期59-60,共2页
Journal of Nursing Administration
关键词
健康体检
质量
人性化服务
healthy physical examination
quality
humanistic service
