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对我院安保人员实行标准化管理的实践探索
Standardized management of security personnel in our hospital

作者:黄芳铭 胡丽芬 马诗磊 杨显召

单位:泉州,福建医科大学附属泉州第一医院保卫科

关键词:医院安全管理;安保人员;标准化管理;服务满意度

分类号:R197.1

DOI:10.3969/j.issn.2095-7432.2021.01.017

出版年,卷(期),页码:2021,11 (1):63-65

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摘要:

文章分析和总结了医院安保队伍存在的问题和开展安保人员标准化管理的必要性,以及进行安保人员管理标准化、培训教育标准化、会议制度标准化、考核督导标准化、行为规范标准化、工作流程标准化、应急处置标准化等方面的实践与探索。实施标准化管理后,医院科室工作人员对安保人员的服务态度满意率从50% 上升到85%,形象满意率从63% 上升到90%,车辆疏导满意率从58% 上升到80%,应急处置满意率从56% 上升到87%,文明服务满意率从60% 上升到88%。由此认为,实施安保标准化管理,能够有效促进医院安保服务能力和水平的提升。

英文摘要:

This article analyzes and summarizes the existing problems in hospital security teams and the necessity of standardized management, including standardized training and education, standardized meeting system, standardized assessment and supervision, standardized behaviors, standardized work flow, and standardized emergency response. After the implementation of the standardized management in our hospital, the rates of medical staff's satisfaction on the security personnel increased in all dimensions: service attitude, increased from 50% to 85%; personnel image, increased from 63% to 90%; vehicle guidance, increased from 58% to 80%; emergency response, increased from 56% to 87%; and civilized service, increased from 60% to 88%. Thus, standardized management can effectively improve the capability and quality of security service.

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