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Jingdong book

口腔诊所开业管理丛书·口腔诊所病人管理（第2版）

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Jingdong book

口腔诊所开业管理丛书·口腔诊所病人管理（第2版）

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Content Description

《口腔诊所病人管理（第2版）》分为病人管理价值作用、病人角色和角色行为、口腔诊所流程管理、口腔诊所医患关系、口腔诊所病人沟通、病人性格特征和心理变化、确定适宜治疗计划、知情同意有效管理、口腔诊所议价技巧、有效管理病人时间、老年口腔病人管理、儿童口腔病人管理、牙科畏惧症病人管理，病人的转诊和拒绝、病人满意度调查、建立稳固病人来源、口腔诊所病历管理、口腔诊所急救管理等共18章。内容系统、全面、规范、实用、可操作性强，对口腔诊所病人管理具有指导作用。
《口腔诊所病人管理（第2版）》适合各类口腔诊所和口腔医师临床应用参考，也适合高等口腔医学院、系，中等卫校口腔医学专业学生的教学用书和各级医院口腔医学进修生的学习使用。
Author Description

李刚，长期从事公共口腔卫生和口腔卫生服务的研究与教学工作，共完成和承担省部委基金项目、委托课题、企业合作项目等各类科研项目15项，出版口腔医学专业图书18本，发表第一作者期刊论文312篇。李刚博士认为口腔诊所是我国口腔卫生服务供给的基本形式，对国内外众多的口腔诊所的开业现状进行了调查与研究。现编著出《口腔诊所开业管理丛书》，以推动我国口腔诊所的健康发展。李刚现为第四军医大学口腔医学院口腔预防医学教研室主任、教授、硕士生导师。兼任中华口腔医学会口腔预防医学专业委员会副主任委员。
Catalogue

第一章 病人管理价值作用
第一节 病人需求
第二节 病人满意
第三节 病人信任与信心
第二章 病人角色和角色行为
第一节 病人角色和角色行为的特点
第二节 病人角色和角色行为的需要
第三节 病人角色和角色行为的变异
第四节 病人角色和角色行为的控制
第三章 口腔诊所流程管理
第一节 接待管理
第二节 候诊管理
第三节 就诊管理
第四节 随访管理和就诊介绍
第五节 优质服务的理念
第四章 口腔诊所医患关系
第一节 建立良好的医患关系
第二节 病人的权利和选择
第五章 口腔诊所病人沟通
第一节 与病人沟通的特殊性
第二节 沟通的基本方式
第三节 与病人的沟通过程
第四节 与病人沟通的技巧
第五节 口腔诊所接诊沟通
第六节 口腔诊所电话沟通
第七节 口腔诊所电子邮件沟通
第八节 口腔诊所短信沟通
第六章 病人性格特征和心理变化
第一节 就诊病人性格特征
第二节 就诊病人心理类型
第三节 病人心理变化与障碍
第七章 确定适宜治疗计划
第一节 治疗计划确定原则
第二节 病人需求心理诱导
第三节 提供所有治疗计划
第四节 面对病人的拒绝
第八章 知情同意有效管理
第一节 知情同意书的作用
第二节 知情同意书类型和格式
第三节 签字权的法律意义
第四节 知情同意书的内容
第九章 口腔诊所议价技巧
第一节 激发病人的认同
第二节 预先付费策略
第三节 避免欠费和回收欠款
第十章 有效管理病人时间
第一节 候诊时间
第二节 预约制度
第三节 全天候门诊服务
第四节 病人数量的控制
第五节 时间安排的准则
第六节 时间模式化管理
第十一章 老年口腔病人管理
第一节 老年口腔病人的特点
第二节 老年口腔病人诊疗中的注意事项
第三节 老年口腔病人心理诱导
第十二章 儿童口腔病人管理
第一节 儿童口腔病人的心理特点
第二节 一般性心理治疗
第三节 医护人员的素质
第四节 就医环境和氛围
第五节 儿童口腔病人的民事特点
第十三章 牙科畏惧症病人管理
第一节 牙科畏惧症的原因
第二节 牙科畏惧症的危害
第三节 牙科畏惧症的对策
第十四章 病人的转诊和拒绝
第一节 病人转诊注意事项
第二节 拒绝病人注意事项
第十五章 病人满意度调查
第一节 病人满意度
第二节 调查目的
第三节 调查方式
第四节 改进提高
第十六章 建立稳固病人来源
第一节 病人的择医行为
第二节 护士的导医技巧
第三节 寻找新病人
第四节 病人细分
第五节 优良的技术和病人的感受
第六节 培养长久客户
第七节 发展客户忠诚
第八节 约诊方法
第九节 推动病人介绍病人
第十七章 口腔诊所病历管理
【附录1】 病历书写基本规范
【附录2】 电子病历基本规范（试行）
【附录3】 医疗机构病历管理规定
第十八章 口腔诊所急救管理
第一节 口腔诊所急救技术
第二节 椅位晕厥的诊断防治
第三节 口腔诊所急救药箱
参考文献

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