摘要
系统阐述了持续性质量提高 (CQI)中顾客原理及其在医疗服务中的应用。顾客原理是CQI中最基本的原理。认识你的顾客并满足其需要是顾客原理的基本观点。顾客分为内部顾客和外部顾客 ,在医疗服务中顾客分为 5类。顾客满意度是评价质量提高的指标 ,可通过调查顾客满意度、分析顾客满意度、改进过程
The paper offers a systematic discussion of the customer theory in CQI and its application in medical services. The basic concept of the customer theory, the most fundamental principle in CQI, is knowing your customers and satisfying their demands. Customers, classified as internal and external ones, are divided into 5 types in medical services and customer satisfaction is the evaluation index for quality improvement. The demands of customers can be met by means of investigating and analyzing customer satisfaction and improving the process of services.
出处
《中华医院管理杂志》
北大核心
2000年第9期556-558,共3页
Chinese Journal of Hospital Administration
