构建现代化医院服务型文化的研究

本文以国立三甲大型综合医院为样本,从研究医疗市场、医疗服务产品、医疗需求的特殊性出发,分析了医院文化的特征.这种特征是一种文化理念、风格和行为有机结合形式的差异化服务.医院文化的主要体现是以人为本的差异化服务.医院文化价值的实现是靠对顾客（病人）的服务来完成的.这是一种对人的身心的全方位服务,对人的痛苦需求的服务,对人的感受和体验的服务.本文提出了“差异化服务型文化”是医院核心竞争力的观点;同时为构建差异化服务型文化提供了模型.这个模型是以人为本,对外管理以“病人为中心的服务型文化”和对内管理“以员工为中心的服务型文化”,两个＂中心＂共同影响来推动完成管理目标的实现.本文对医院文化建设具有一定的指导意义.

Establishment of service culture in modern hospitals

The author,with the state-run Grade A general hospitals as observing objects,managed to elucidate the characteristics of hospital culture by studying the speciality of medical market,products,and requirements.The characteristics is reflected by a diverse service and embodied as a culture philosophy,style,and behavior.The core of hospital culture is patients-oriented diverse service and its realization relies on the service to the customer-patients.It is an all-round service consisting of abolishing patients' mental and body illness,relieving torture,and offering meticulous care.Diverse service culture is the core competiveness for a hospital and its establishment relies greatly on people-oriented philosophy and management,which includes external management that regards patients as the core and internal management that regards the staff of a hospital as the core.Only by implementing the two "cores" can the target management be realized.