摘要
人性化服务重视医院的物质环境和人文环境建设,理解和尊重患者的感受和需求,注重医患沟通技巧,强调客户关系管理,要求为患者提供更多的满意、甚至感动服务。烟台毓璜顶医院在医疗服务过程中,全面诠释了人性化服务的六大构成要素,即人性化服务语言,人性化服务行为,人性化服务制度,人性化服务流程,人性化服务设施和人性化服务标识。
Human based service needed good material environment and humanistic environment. Hospital staff needed to understand and respect patient＇s emotions. Hospital was considered to pay attention to patient＇s communication, smooth client relationship management and provide more patient satisfied service. Yuhuangding hospital has practiced human based service in the following 6 parts. They were human based language, behavior, institutional, process, facilities and mark.
出处
《中国医院》
2008年第3期20-22,共3页
Chinese Hospitals
关键词
人性化
服务
品牌
human based, service, brand
