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论文编号：	5135
作者编号：	2220101031
上传时间：	2013/5/29 17:15:59
中文题目：	301医院门急诊服务管理体系研究
英文题目：	Research on Medical Service Management of Outpatient and Emergent Department in 301 Hospital
指导老师：	张金成
中文关键字：	医院门急诊;服务管理体系;体系构建;体系实施
英文关键字：	hospital outpatient and emergent department, services management system, service procedure
中文摘要：	随着社会的发展，医学模式发生转变，传统的医院服务管理体系已经不能满足人们日益增长的健康需求，基于对服务管理的深入认识，医院服务市场进入新的发展时期。我国医疗保险制度的深入推进、医院管理体制的改革等，促使医院管理者更加注重服务管理，建立更加完整科学的服务管理体系。 301医院是全国、全军最大的综合性研究型医院之一，集医疗、保健、科研、教学、训练于一体。经过多年实践，探索出一整套服务管理体系，尤其在门急诊服务管理体系方面，形成了比较鲜明的特色，在全国医疗行业中具有较大影响。医院在注重医疗技术水平不断提升的同时，坚持服务质量持续改进，从解决“看病难，看病贵”问题入手，狠抓服务理念更新、服务内容拓展、服务行为规范，为病人提供人性化、个性化、极致化的服务，收到了明显的效果，有效促进了医院服务水平的提高。 本文回顾分析了国内外大型综合医院服务管理体系的历史发展和现状，系统分析了当前门急诊服务管理体系的优势和弊端，进而对门急诊服务管理体系的特点进行了归纳总结，分别从门急诊服务管理体系的构建意义、原则、方法、保障等方面进行了系统的研究，提出了优化方案。本文结合301医院门急诊服务管理的实例，论述了服务管理体系在构建过程中的策略，以及组织流程、资源配置和门急诊特色文化在体系实施中的保证作用。本文研究结果对大型综合医院构建门急诊服务管理体系具有指导意义和参考价值。
英文摘要：	With the development of medicine and health services in China in recent years, more and more Chinese people paid more attention to their health. The challenge of the quantity of patients in domestic major public hospital is on the rise, which caused a relative shortage of medical resource, and far exceeded the capacity of the hopital. On this way. There should be an increasing of investment in medicine and health service, and it requires for clinical procedures to fit to the need of medicine and health market. At present, a lot of practices and researches on hospital service management have been implored, with further development of market economy and medical improvement. 301 hospital is famous as the largest comprehensive research hospital in the country, with a set of medical, health care, scientific research, and teaching. After years of practice, we have explored a set of service management system, especially in the outpatient and emergency services management system, forming a distinct characteristics, which have a greater impact on the medical industry in the country. 301 hospital insists on the continuous improvement on quality of service, tries to solve the problem of "difficult and expensive medical service", to improve the level of hospital services and provide personal and extremely medical service by updating the service concept, expanding the service content, improving the service system, service means, service behavior, and environment. This thesis reviewed the historical development and current status of the service management system in large general hospitals, analyzed the advantages and drawbacks of the current outpatient and emergency services management system, and then summarized the characteristics of the emergency services management from multiple points of view as values, principles, and methods base on the system. A case study on 301 hospital, of outpatient and emergency services managed instance is presented and demonstrated the strategy in appraisal system implement. This paper also presented support in effects of service procedure and outpatient culture, and provides a guidance on sound appraisal of outpatient and emergency services management system
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