摘要
以杭州市三级公立医院为典型调查对象，通过对医院工作者和在杭外籍人士的双重视角的问卷调查，结合文献研究，发现和总结杭州市公立医院涉外医疗服务方面存在以下4个普遍性问题：医生与外籍患者存在沟通障碍，医疗服务信息沟通不到位，服务环境和服务态度还不尽人意，医疗保险及收费体制问题。据此提出了政府完善涉外医疗服务体系的政策建议，包括要创建与国际接轨的医疗服务质量管理规范、收费体制改革及医保管理和涉外医疗服务机构的规划和宣传，以及医院内部关键要素的管理对策。
The study focused on tertiary public hospitals in Hangzhou, investigating the comments of both hospitals workers and foreigners in the city with questionnaires and literature search. The following four problems were identified in the study in the foreigner medical services in Hangzhou.. Communication barriers between doctors and foreign patients, insufficient communication of medical service information, poor service environment and service attitude, and payment mechanism for medical insurance and charges. On such basis, the authors recommended policy changes for the government to improve foreigner-oriented medical services, including building the regulations up to international customs for medical services, reforms in the payment system, medical insurance management, as well as planning and promotions of foreigner-related service institutions, and management strategies for key elements within the hospital.
出处
《中华医院管理杂志》
北大核心
2011年第5期355-358,共4页
Chinese Journal of Hospital Administration
基金
2009年卫生部和浙江省医院协会课题,“公立医院医疗服务质量中非技术性因素的评价与管理一基于SERVQUAL的患者视角”（2009ZHAYZJ205）
2010年教育部人文社会科学研究一般项目,“基于患者视角的公立医院医疗服务质量评价和管理研究”（10YJC630248,2010）
关键词
涉外医疗
公立医院
服务质量
内部管理
Foreigner-oriented medical service
Public hospital
Service quality
Internal management
