The outpatient service is the window of the and embodiment of the hospital service quality, and relates with the hospital reputation. Zero defect is the development goal of the hospital medical quality in the 21st century. Since 2011, zero defect management was applied in clinic work of the hospital, in order to set up the zero defect concept of in the clinic service, and promote the clinic medical service to close with zero complaint target, and satisfy patients healed demand and psychological demand, and improve the overall medical quality.%门诊是医院的窗口,服务质量的重要体现,关系医院的声誉和整体形象,而21世纪医院医疗质量的目标是零缺陷.本院自2011年开始明确将零缺陷管理应用于门诊工作,以树立零缺陷服务理念,逐步向医疗质量零投诉目标靠近,最大程度满足患者的医治需求及心理需求,提高医疗过程的整体质量.
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