Rondeau K V
Department of Public Health Sciences, University of Alberta, Edmonton, Canada.
J Nurs Care Qual. 1998 Dec;13(2):11-20. doi: 10.1097/00001786-199812000-00003.
Patients spend a substantial amount of time in clinics waiting for services to be delivered by nursing and other allied health professionals. The degree to which health consumers are satisfied with the care received is strongly related to the quality of the wait experience. Health care organizations that strive to deliver exceptional service must effectively manage their clinic wait. Failure to incorporate consumer-driven features into the design of the wait experience will lead to patient and provider dissatisfaction.
患者在诊所花费大量时间等待护理人员和其他专职医疗人员提供服务。医疗消费者对所接受护理的满意程度与等待体验的质量密切相关。致力于提供卓越服务的医疗机构必须有效管理诊所的等待时间。未能将以消费者为导向的功能纳入等待体验的设计将导致患者和提供者不满。
