口腔醫(yī)院管理系統(tǒng)課件-資料下載頁
2024-12-31 03:24本頁面
【正文】 ealthServiceQuality衛(wèi)生服務(wù)質(zhì)量CostTypesinHealthCareQuality衛(wèi)生保健質(zhì)量方面的成本類型Preventioncosts預(yù)防成本Appraisalcosts鑒定成本Internalfailurequalitycosts內(nèi)部失敗質(zhì)量成本Patient’sSatisfaction 患者滿意度Tangibility有形性Reliability可靠性Responsiveness響應(yīng)能力Assurance保證Empathy同感能力HealthQualityDimensionsfromthePatient39。sPerspective來自患者視角的健康質(zhì)量的多個方面Ensure Medical Service Quality確保醫(yī)療服務(wù)質(zhì)量EnsureMedicalServiceQuality確保醫(yī)療服務(wù)質(zhì)量Prevention costs occurinordertokeepunsatisfactorysystemsandalsoproceduresfromtakingplaceinthefirstinstance預(yù)防成本 出現(xiàn)是為了最初預(yù)防不令人滿意的系統(tǒng)以及程序出現(xiàn)Appraisal costs withinthehealthcareinclude:thecostofqualityaudits,externalpeerreviewandmaintainsystemstoevaluateservicequality健康保健行業(yè)的鑒定成本包括：質(zhì)量審核、外部同行評審、維護(hù)各種系統(tǒng)來評價服務(wù)質(zhì)量的成本Internal failure quality costs inhealthcanbelinkedtothehandlingofpatient’splaintsandclaims,totheinvestigation,inordertolearnfromtheeventsandtotheimportanceoftrainingandauditing健康行業(yè)的 內(nèi)部失敗質(zhì)量成本 可與多項(xiàng)內(nèi)容有關(guān)，其中包括處理患者投訴和索賠、調(diào)查從而了解事件、培訓(xùn)和審核的重要性Patient’sSatisfaction…患者滿意度Tangibility 有形性Reliability !!!! 可靠性Responsiveness 響應(yīng)能力Assurance 保證Empathy同感能力Patient’sSatisfactionI患者滿意度（ 1）Thefivedimensionsofservicequality,whichpurposeistomeasurepatient’ssatisfactionare:服務(wù)質(zhì)量的五個方面，目的在于衡量患者滿意度：Tangibility 有形性Excellenthealthserviceshospitalwouldhaveuptodatefacilities.卓越的健康服務(wù)醫(yī)院應(yīng)該擁有最新的設(shè)備。Patient’sSatisfactionI I患者滿意度（ 2）Reliability 可靠性servicesatthetime即刻提供各項(xiàng)服務(wù)sincereinterestinsolvingpatient’sproblem 對解決患者問題給予真誠關(guān)心carryoutservicesrightthefirsttime第一次就執(zhí)行各項(xiàng)服務(wù)provideerrorfreedocumentation.correctmedicalrecords提供無誤差的文檔，例如：正確的醫(yī)療記錄tellpatientsexactlywhenserviceswillbeperformed.dateoftheoperation,progresslaboratory，例如：手術(shù)的日期、進(jìn)展及檢查結(jié)果Patient’sSatisfactionIII患者滿意度（ 3）Responsiveness 響應(yīng)能力givepromptservicestopatients,.makeappointmentsquickly,returnphonecallsquickly,andresolveproblems，例如：快速預(yù)約、快速電話回訪以及快速解決問題staffmustbealwayswillingtohelppatients,.willingtoanswerquestions,provide意幫助患者，例如：愿意解答問題，提供建議staffarenevertoobusytorespondtopatientsrequests員工不能因?yàn)樘Χ鵁o法回應(yīng)患者的需求staffinstillsconfidenceinpatientsandportrayshonesty,trustworthiness,andagoodreputationforthehospitalname/image員工為患者灌輸信心，展現(xiàn)誠實(shí)、值得信賴的一面，為醫(yī)院的名稱及形象樹立好的信譽(yù)Patient’sSatisfactionIV患者滿意度（ 4）Assurance保證Patientsfeelsecureinreceivingmedicalcaresatexcellentstaffalwaysactscourteouswithcustomers.havegoodtelephonemanners,showconsideration,arepleasantandprovideanefficient，例如：打電話時有禮貌、體貼、愉快、提供高效的服務(wù)staffhastheknowledgetoanswerpatientsquestions.areknowledgeableandskilledinmedicalandhealth力回答患者的問題，例如：在醫(yī)療和健康方面有學(xué)識、技術(shù)嫻熟hospitalisapproachable,.easeaccesstomanagement,telephoneaccess,easeof，例如：容易接觸到管理層、撥打電話、容易聯(lián)系。謝謝觀看 /歡迎下載BYFAITHIMEANAVISIONOFGOODONECHERISHESANDTHEENTHUSIASMTHATPUSHESONETOSEEKITSFULFILLMENTREGARDLESSOFOBSTACLES.BYFAITHIBYFAIT
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