Lasserre Christine
Memorial Hermann Hospital, Northeast.
J Med Pract Manage. 2010 Nov-Dec;26(3):166-9.
Patients' level of satisfaction with healthcare providers can have profound implications for operational and clinical outcomes. Are your organizational leaders fostering a practice culture of "service excellence"? Has your organization defined what "service excellence" means? Do your employees have a clear understanding of your expectations for service delivery? Medical practice leaders can improve patients' level of satisfaction by adopting and fostering a culture of service excellence in their practice. Strengthening the practice-patient relationship through patient-service initiatives can lead to improved patient perception of care quality and overall satisfaction with their healthcare providers. When patients feel wanted and well cared for by their healthcare providers, they are less likely to be noncompliant and more likely to achieve positive clinical outcomes. Operationally, service-excellence initiatives will have a profound impact on patient retention and new referrals, and possibly a reduction of litigious risks.
患者对医疗服务提供者的满意度水平会对运营和临床结果产生深远影响。你的组织领导者是否在培养一种“卓越服务”的执业文化？你的组织是否明确了“卓越服务”的含义？你的员工是否清楚了解你对服务提供的期望？医疗执业领导者可以通过在其实践中采用并培养卓越服务文化来提高患者的满意度水平。通过患者服务举措加强医患关系可提高患者对护理质量的认知以及对医疗服务提供者的总体满意度。当患者感到被医疗服务提供者重视和悉心照料时，他们不太可能不遵守医嘱，更有可能取得积极的临床结果。在运营方面，卓越服务举措将对患者留存率和新推荐产生深远影响，并可能降低诉讼风险。
