Asher G
Alliance for Quality Advancement, Pleasant Hill, CA 94523, USA.
Med Group Manage J. 1997 Mar-Apr;44(2):66-8, 70, 72.
A patient's ability to get through to, or get in to see, a medical care provider can impact a practice's standing in the community and patient base. Market volume is there for the taking by organizations that can gain a truly differentiated position through service excellence. Medical organizations potentially lose patients for reasons that have nothing to do with actual clinical care; they lose patients because of the experiences those patients must endure to access that care. The dimensions that influence patient access and customer service include telecommunications systems, daily clinic operations, understanding process improvement, provider availability and measurements and standards.
患者联系到医疗服务提供者或见到医疗服务提供者的能力，会影响医疗机构在社区中的声誉和患者群体。对于那些能够通过卓越服务获得真正差异化地位的组织来说，市场份额唾手可得。医疗机构可能会因为一些与实际临床护理无关的原因失去患者；他们失去患者是因为患者在获取护理时必须忍受的经历。影响患者就医便利性和客户服务的因素包括电信系统、日常诊所运营、对流程改进的理解、医疗服务提供者的可及性以及衡量标准。
