作者：鲍柳春，李雪芬，邹菊华

【摘要】  人性化服务不仅是一种服务理念，也是一种服务规范。医院积极开展人性化服务，为患者提供人性化的服务语言，实施人性化服务行为，创建人性化服务环境，营造人性化服务流程，塑造人性化服务品牌，切实满足患者的需求，从而提高医疗服务质量，获得社会效益和经济效益双赢。

【关键词】  医院;人性化;服务

　　[Abstract] Human-oriented service is not only a kind of service idea, but also a kind of service rule. Hospital should positively offer human-oriented service: to serve patients with human-oriented language, with human-oriented behavior and in a human-oriented service circumstance, to organize a human-oriented service procedure, to create a brand of human-oriented service, and to satisfy patients' needs practically. Therefore, hospital can improve the quality of medical service and gain the social benefits and the economic benefits both.

　　[Key words] hospital;human-oriented;sevice

　　“以人为本”是新型医学模式的核心[1]，人性化服务不仅是一种服务理

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