医院服务失误的补救策略——梅奥(国外英文资料).docVIP

医院服务失误的补救策略——梅奥(国外英文资料)Mayo International Medical Management Consultants LimitedA remedial strategy for hospital service failure? Takeaway: effective medical service recovery behavior not only through the patients to listen to complaints and complaints found service error, and to take the initiative to understand the patients opinion and the suggestion, to find the potential service failure. This proactive management model is more conducive to improving patient satisfaction and loyalty. Therefore, the hospital should establish a system to track and identify the errors of medical services, to anticipate the possibility of failure of the service, and to seize the best opportunity for service recovery.Hospital at present, countries around the world are using total quality management, zero defect action to improve the reliability of the service, and accident prevention program is used to reduce mistakes. However, due to various reasons, such as hospital management level, hospital medical technology limited co., LTD., low quality of service is not standard, or perform, lack of effective doctor-patient communication, medical staff rude or indifference and so on, tend to cause the hospital service failures. These failures and causes the patients departure from the hospital, the experience to inform other patients, or a dispute with the hospital, even through the consumer rights and interests of organizations negative reactions such as complaints or resort to the law, the patients satisfaction, loyalty, trust, and the minimum performance have a significant impact, thus affecting the quality of hospital services to improve the market competition ability, and the hospital. How to remedy the mistake of hospital service is the problem that the hospital management must consider. Mayo proposes the following remedy strategy for hospital operators.First, look at the patients complaint with a good attitude?????????????? The complaint is, in part, a sign of the failure of hospital se