outpatientwaitingarearenovationproject.docVIP

Outpatient Waiting Area Renovation Project Submitted by Moderate Student ID number W2001A1001BBxxxx Supervised by Tutor A thesis submitted in fulfillment of the requirements of the degree of Bachelor of Arts Institute of Online Education Beijing Foreign Studies University January, 2005 [Draft 2] （Good cover page!） Acknowledgments I want to thank all people who have offered me advice and assistance for the project implementation and writing of this dissertation, especially Dr. David Ross, Allen Wang, Li Qi and Jamie Philips. Without their support and patience, this project would not have finished in our planned timeframe. I am also grateful to my colleagues, Dr. Helen Lee, Julie Zhu and Connie Huang for their time spent on brainstorming and panel discussions with me. No amount of gratitude will be adequate to the assistance provided by my colleagues at Customer Services Department, Alisa Rellet, Lory Zhang, Maggie Cui, Carl Bart and Celli Yang. Their willing participation in the project implementation has proved to be very helpful. Last but not the least, big thanks to my tutor, who worked closely with me during the period of my dissertation writing. Professor Tutor was always there to give me support, tips and overall guidance to improve the manuscript. He also has provided support through my worries and frustrations. And hopefully he will share my ultimate happiness in eventually finishing this project.  论文中文摘要 北京和睦家医院成立于1997年，是一家提供全方位，高质量，国际标准医疗保健服务的中美合资合作医院，运用先进医疗管理经验和以家庭为中心的医疗保健模式，为广大患者提供包括内科、外科、儿科、妇科，心理咨询科和24小时急诊室等医疗服务。经过六年的发展, 病人数量不断增加, 原有的门诊候诊区有限的空间已不能满足日益增长的病人需要, 尤其遇到病人高峰期时, 候诊区环境拥挤，没有足够的候诊椅, 光线不好，空气流通不畅, 给病人的就诊带来不便, 也严重的影响了我们医院的服务质量。 从客户服务的原理与实践来看, 一个良好的客户服务管理及环境，能帮助病人及病人家属减少压力，也有助于提高患者对医院的信赖度，同时也可以提高医务人员的工作效率，创造一个良好的工作环境。 本论文前期针对医院门诊部的改造扩建项目进行了患者调查问卷、门诊病人统计分析、SWOT分析、小组讨论、项目图纸可行性研究、投资预算等分析研究。在中期的计划执行过程中，以工程施工项目进度流程表、项目经理会议记录、工程项目人员会议记录等监测与评估手段来确保工程的进度与质量。在后期计划评估部分, 本论文仍采用问卷调查方式了解患者对改造项目的反馈意见。 经过前期周密的调查分析及切实可行的工程计划，以及中期