英文护患交流技巧手册.doc

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1、SGHSERVICEBEHAVIOURSTANDARDS(2003)(Releasedate:08Jan2003)24IntroductionOurQualityCommitmentof“BestOutcome,BestExperience”underlinesourpromisetodeliverthebestpossiblecaretoourpatients.Besidesourpatientswhoareourreasonforexistence,ourotherkeycustomergroupisourstaff.Thequa

2、lityofservicedeliveryamongstinternalcustomerscanhaveacriticalimpactontheservicechainthatultimatelydeterminesthestandardofcarewegivetoourpatients.Theprinciplesofserviceexcellencearebasedonsharedvaluesandbeliefs.Theyshouldbeaccepted,internalisedandmanifestedassecondnature

3、inourinteractionswhetherwithpatients,visitors,orfellowcolleagues.PatientswillperceivethequalityofSGH’sservicesthroughtheirtotalhospitalexperiencewithus.Ourabilitytomeettheneedsofourpatientswilldetermineoursuccessasaworld-classhealthcareorganisation.TheSGHServiceBehaviou

4、rStandards2003providestheframeworkfordeliveryofserviceexcellencetheSGHWay.Thefirstthreemodulestobereleasedare·Face-2-FaceInteractions·TelephoneStandards&Techniques·CoreValues-in-Action24ObjectivesThekeyobjectivesforsettingouttheSGHServiceBehaviourStandardsare:·Reinforce

5、SGHCoreValuesOurSGHCoreValuesareintegraltoourcultureofqualityservice.The“Values-in-Action”modulehelpstotranslatethecorevaluesintospecificbehaviouralactionsandoutcomes.Inthisway,staffwillbeclearabouthowtodemonstratetheCoreValues.·Createcustomer-centricservicecultureCusto

6、mersarethecentreofanyserviceorganisation’sreasonsforexistence.Patientsasourkeycustomers,expectustodeliverprompt,hassle-freeandcaringservice.Ourabilitytodeliverworld-classpatientcarealsodependsverymuchontheinternalservicechain.Providinggoodservicetoourcolleagueswillintur

7、ndeterminethequalityofourcareandsupporttoourpatients.·SetclearexpectationsforalignmenttoSGHcultureTheServiceBehaviouralStandardsprovidesaclearframeworkoftheservicestandardsexpectedofSGHstaffintheirinteractionswithbothinternalandexternalcustomers.Staffwillbemeasuredbythe

8、seyardsticksintermsoftheiralignmenttotheSGHcultureandqualityobjectives.·Deliveronourpromiseof“BestOutcome,Best