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新加坡中央医院是新加坡最大的综合医院,有170多年的历史,作为新加坡医疗的砥柱,承担了大量的医疗任务。年门、急诊量达75万余人次,年门诊、住院手术量达6万余人次,而平均住院天数只有5.68d。在与当地其他医院一样面临医务人员短缺这一难题的同时,中央医院是如何重视服务素质教育提供高质量服务的呢?笔者在新加坡进修学习的2年当中,参与了新加坡中央医院在此方面所采取的一些做法,认为对国内医院提高服务质量很有参考价值,现介绍如下。
Singapore’s Central Hospital is Singapore’s largest general hospital with a history of more than 170 years. As a pillar of Singapore’s medical care, Singapore’s Central Hospital has undertaken a large number of medical tasks. There were more than 750,000 annual visits and emergency visits. The annual outpatient and inpatient operations amounted to more than 60,000 visits, and the average length of hospital stay was only 5.68 days. While facing the same shortage of medical personnel as other local hospitals, how does the Central Hospital attach importance to quality education in service quality education? In the two years I studied in Singapore, I participated in the Central Hospital of Singapore in this area. Some of the practices adopted are considered to be of great reference value for the improvement of service quality in domestic hospitals.