McInnes Kathryn Gillow
Education Services, The Brant Community Healthcare System, 200 Terrace Hill Street, Brantford, Ontario, Canada N3R 1G9.
J Nurses Staff Dev. 2003 Jul-Aug;19(4):195-202. doi: 10.1097/00124645-200307000-00009.
When a survey indicated that patients recently discharged from The Brant Community Healthcare System (BCHS) believed that customer service across the organization could be enhanced, planning to enhance the quality of service for both internal and external customers began immediately. This article describes the measures taken to realize this improvement. It describes the cultural change required, important things to consider when planning customer service programs in healthcare settings, and some of the content of the customer service education program that was ultimately delivered to leaders, staff, physicians, and volunteers throughout the organization.
一项调查显示，近期从布兰特社区医疗保健系统（BCHS）出院的患者认为，该机构整体的客户服务有待提升，于是，提升内外部客户服务质量的规划随即启动。本文介绍了为实现这一改进所采取的措施。文中阐述了所需的文化变革、在医疗环境中规划客户服务项目时需要考虑的重要事项，以及最终面向该机构各级领导、员工、医生和志愿者开展的客户服务教育项目的部分内容。
