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论文编号：	15189
作者编号：	2320223882
上传时间：	2024/12/11 21:49:10
中文题目：	M医院服务管理体系优化策略研究
英文题目：	Research on Optimization Strategies of Service Management System in M Hospital
指导老师：	张国萍副教授
中文关键字：	医院服务管理；服务质量评价；SERVQUAL模型；精益管理
英文关键字：	Hospital service management; Service quality evaluation; SERVQUAL model; Lean management
中文摘要：	随着医疗科技的快速发展与人民健康意识的显著提升，患者对医疗服务质量的要求日益精细化与多元化。面对医疗资源分配不均、医患关系紧张等挑战，患者对于医疗服务的期待已超越单纯的治疗效果，转而追求就医流程的便捷、服务态度的温馨以及个性化医疗方案的定制，医院服务管理体系的优化与升级成为医疗行业亟待解决的问题。因此，构建以患者为中心的服务管理体系对医院精益管理进行深度优化，对于改善就医体验、增强医院核心竞争力、促进医疗健康事业的可持续发展具有深远意义。 本研究聚焦于M医院，采用文献综述、问卷调查、深度访谈及案例分析等多元化研究方法，旨在全面且深入地探究医院服务管理问题。通过系统整合国内外相关文献，我们奠定了理论基础并构建了研究框架。在此基础上，选取代表性患者进行访谈，深入探索其潜在需求与期望。同时，与医院中高层管理者进行访谈，了解服务管理现状，并亲自以患者身份体验就医流程。结合患者反馈，我们分析了M医院服务失误的主要原因。进一步地，利用服务质量评价SERVQUAL模型等管理工具，对医院服务现状进行了详尽剖析，汇总了服务管理存在的问题，以期提出切实可行的优化策略。 本研究结合精益管理理论提出的优化策略，不仅聚焦于服务管理体系的优化、服务流程的精简与效率提升，更强调医患沟通的艺术与个性化服务的价值。通过强化医护人员的沟通技巧与服务意识，建立以患者为中心的医院文化；引入智能化手段，实现医疗服务的个性化定制与精准推送。此外，还注重构建组织、制度、技术及文化等多维度的保障体系，为优化策略的有效实施与持续改进提供坚实支撑。 本文不仅为M医院量身打造了服务管理的优化方案，通过服务质量评价SERVQUAL模型和精益管理理论，为提升医疗服务质量、减少浪费提升价值、助力医疗机构高质量发展提供思路。展望未来，随着医疗技术的持续革新与患者需求的不断变化，本研究将持续追踪医院服务管理体系的发展动态，积极探索更加高效、人性化的医疗服务管理体系，为健康中国贡献力量。
英文摘要：	With the rapid development of medical technology and the significant improvement of people's health awareness, patients' requirements for medical service quality are becoming increasingly refined and diversified. Faced with challenges such as uneven distribution of medical resources and tense doctor-patient relationships, patients' expectations of medical services have gone beyond mere treatment effects and turned to seeking convenient medical procedures, warm service attitudes, and customized personalized medical solutions. The optimization and upgrading of the hospital service management system has become an urgent problem for the medical industry. Therefore, based on patients' real needs, deeply optimizing and improving the hospital service management system has far-reaching significance for improving the medical experience, enhancing the hospital's core competitiveness, and promoting the sustainable development of the medical and health industry. Taking M Hospital as a specific entry point, this study uses a diversified research methodology, including literature review, questionnaire survey, in-depth interviews, and case analysis, to comprehensively and deeply understand the hospital service management issues. Initially, relevant domestic and international literature is systematically reviewed to establish a theoretical basis and framework for the research. Subsequently, selected patients are interviewed to identify their underlying needs and expectations. Following this, discussions with middle and senior management at the hospital provide insights into the current state of service management while also allowing researchers to experience the medical process from a patient’s perspective. Finally, an analysis of service failures at M Hospital is conducted based on patient feedback. Using tools like the SERVQUAL model for assessing service quality, which refers to a framework and tool used to evaluate and measure the perceived quality of services delivered by organizations, businesses, or institutions, a detailed examination of the hospital's service status is performed, leading to a summary of identified problems in service management along with practical strategies for optimization. The optimization strategies proposed by this study, which combines the theory of lean management, not only focus on the optimization of the service management system, the streamlining of service processes, and the improvement of efficiency, but also emphasize the art of doctor-patient communication and the value of personalized services. By strengthening the communication skills and service awareness of medical staff and establishing a hospital culture centered on patients, intelligent means are introduced to achieve personalized medical services and precise push. In addition, a multi-dimensional support system consisting of organization, institution, technology, and culture is built to provide solid support for the effective implementation and continuous improvement of the optimization strategies.
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