T/CNMIA0048—2025ICS CCS03.080 A00 非公立眼科医疗机构 服务质量管理体系指南 Guidelinesforservicequalitymanagementsystemofnon-publiceyemedical institutions 8 2025-12-21发布 2025-12-22实施 中国非公立医疗机构协会  发布团 体 标 准 全国团体标准信息平台 T/CNMIA0048—2025 I目次 前言.................................................................................III 引言..................................................................................IV 1范围................................................................................1 2规范性引用文件......................................................................1 3术语和定义..........................................................................1 4服务质量管理体系....................................................................1 4.1总则............................................................................1 4.2策略与目标......................................................................1 4.3管理制度建设....................................................................1 4.4管理工具应用....................................................................2 4.5信息化管理......................................................................2 5患者权益保护........................................................................2 5.1基本权益保障....................................................................2 5.2医务人员义务....................................................................2 5.3患者隐私权保护..................................................................3 6服务流程优化........................................................................3 6.1预约挂号........................................................................3 6.2等候时间........................................................................3 6.3门诊布局........................................................................4 6.4诊疗流程........................................................................4 6.5差异化服务......................................................................4 6.6科室协同机制....................................................................4 7服务行为规范........................................................................4 7.1基本准则........................................................................4 7.2仪容仪表规范....................................................................4 7.3语言沟通规范....................................................................4 7.4行为举止规范....................................................................5 7.5电话服务规范....................................................................5 7.6岗位服务规范....................................................................6 7.7专科服务规范....................................................................8 7.8岗前培训规范...................................................................10 7.9职业素养培训...................................................................11 全国团体标准信息平台 T/CNMIA0048—2025 II7.10专业技能提升..................................................................11 7.11绩效评价机制..................................................................11 8环境与设施管理.....................................................................12 8.1环境布局规划...................................................................12 8.2设施设备配置...................................................................12 8.3设施维护管理...................................................................12 9信息化建设.........................................................................12 9.1信息管理系统...................................................................12 9.2电子病历与临床决策.............................................................13 9.3移动服务应用...................................................................13 9.4数字化质控平台.................................................................13 9.5智能客服系统...................................................................14 10服务满意度评价与改进..............................................................14 10.1满意度调查评估................................................................14 10.2服务缺陷分析................................................................