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目的:借鉴大型机场管理模式,实现我院门诊管理理念的全方位改进。方法:采取完善制度、提升服务质量和人文关怀等多种措施实现门诊传统就医模式向机场式管理模式的转变。结果:各项整改措施落实到位后,门诊就医人数、医疗质量、患者对医疗服务满意度等各项指标较前明显进步。结论:采用机场式门诊管理模式后,能更加安全、便捷、高效地满足不同类型患者各种形式的就医需求,实现医院经济利益和社会效益双丰收。
OBJECTIVE: To draw lessons from the management model of large-scale airports and to realize the all-round improvement of outpatient management philosophy in our hospital. Methods: To improve the quality of service and humanistic care and other measures to achieve the outpatient traditional medical treatment mode to airport management mode change. Results: After all corrective measures were put in place, the number of outpatients, the quality of medical services and patient satisfaction with medical services were all significantly improved. Conclusion: With the airport-based outpatient management mode, all kinds of medical needs of different types of patients can be met more safely, conveniently and efficiently, so as to achieve a double harvest of the hospital’s economic and social benefits.