Construction and consideration of hospital services continuous improvement based on patients ' experience / 中国基层医药

ABSTRACT

Patients' experience is the feeling of patients in the process of medical perception. This paper expounded the new concept based on the experience of patients with medical services,then reviewed the specific practices of improve services,which including three - dimensional registration service,process intensification,service public commitment, patients choose doctors in medico - technical departments, hospital president in outpatient. Finally,the article proposed that patients' experience should be based on patients' evaluation,have " love" heart, exceed customers' expectation and build patients' experience culture.