12日早上，省人民医院迎来了一批特殊的患者。他们没病，却假装有病，装病的同时，还要给医院挑刺。

12 morning,Province people's hospital ushered in a number of special patients.They have no disease,But pretended to be sick,Malingering at the same time,Have to pick holes in hospital.

　　原来，这是省人民医院特别从2500多名员工中，挑选了18名面生的假装病人，到门诊以及住院等各个科室“潜伏”，体验看病。本报记者也跟随其中的一名医护人员，全程体验了挑刺过程。

The original,This is the province people's hospital especially from more than 2500 employees,Selected 18 look unfamiliar pretended to patients,To clinic and hospital, and other departments"latent",Experience a doctor.Our reporter followed one of the medical staff,The whole experience the nagging process.

　　体验者“潜伏”直指医院不足 performer"latent"Insufficient directed at the hospital

　　医院内部的人给医院挑刺，大多数人都觉得肯定挑不出什么毛病，但是当记者随同医院的陈立姣一同体验的时候，发现这次医院的潜伏挑刺行动是来真的，而不是耍花枪。

Hospital internal people to pick holes in hospital,Most people feel sure to pick out what's wrong with it,But when a reporter with the hospital ChenLiJiao experience together,Find the hospital latent nagging action is to really,Rather than play HuaQiang.

　　早上7点40分，陈立姣就站到了医院的挂号窗口前开始排队，她不停地看手表，计算排队时间。7点55分，小陈挂上了中医科和呼吸科两个号子。

40 points 7 a.m.,ChenLiJiao stood to hospital registration window began to queue,She kept on watch,Calculation queue time.7 and 55 minutes,Chen hang the traditional Chinese medicine department and respiratory medicine two song.

　　“现在是感冒发烧的多发季节，呼吸科看病的人肯定多，这个科室一定要去好好看看。”陈立姣是80后，虽然在医院已经有6年了，却顶着一张生面孔。因为她长年在住院部的心胸外科病房里，很少跑到门诊区。果然，这一路上她没有受到任何医护人员的关注。

"Now is the cold has a fever of multiple season,Respiratory medicine the doctor people must be more,The department must go to have a good look at."ChenLiJiao is after 80,Although in hospital has six years,But top a born face.Because of her years in inpatient department mind in the surgical wards,Few ran to the outpatient service area.Indeed as expected,Along the way she had not received any medical personnel's attention.

　　在装病讲述了一通“病情”后，小陈拿到了医生开出了验血和拍X光胸片的单子。

Pretending to be ill tells the story of a phone"condition"after,Chen got the doctor to offer a blood test and X-ray chest radiography took the list.

　　“等待10分钟，问诊5分钟，其中1分钟还回答了别的患者的提问。”小陈躲在门诊大厅的角落里，记录了整个过程。

"Wait 10 minutes,Interrogation 5 minutes,Among them 1 minute also answer the questions of the other patients."Chen hide in the outpatient service the corner of the hall,Record the whole process.

　　“呼吸科的就诊环境要比中医科好，有护士引导，叫号进入，中医科没有限定，需要改进。”小陈一边走，一边自暴“家丑”。路上，小陈又发现一处不妥，指着门诊二楼大厅的指示牌问记者：“你能找到哪里去做胸片吗？标示不清。”

"Respiratory medicine of medical environment than the traditional Chinese medicine department good,The nurse is guide,Station into,Traditional Chinese medicine department with no limit,Need to improve."Chen walked,Side since the storm"Dirty linen".road,Chen and found a place wrong,On the second floor of the hall as outpatient service sign asked the reporters:"Can you find where to do chest X-ray?Mark is not clear."

　　检查结束后，小陈回到门诊医生处，医生开了普通的感冒药。小陈又开始“诱骗”门诊医生滥开抗生素，给她挂个盐水，却被一口拒绝了。

After the check,Chen back to clinic doctor place,The doctor prescribed a common cold medicine.Chen began to"decoy"Clinic doctors prescribe antibiotics abuse,Give her to hang a brine,But be refused him.

　　最后到取药窗口取药的时候，小陈再次发现不足：“这个窗口早就知道我付了中药费，非要等我来才帮我抓药，白白让我等20多分钟。这个服务需要改进。”

Finally to medicine window take medicine,Chen once again found insufficient:"This window has long been known that I paid ZhongYaoFei,Don't want to wait me to help me along,Let me wait for more than 20 minutes.This service needs to improve."

　　院长一度考虑乔装后去“潜伏” Dean was once considered after in disguise"latent"

　　“从某种意义上来说，医院和商店都属于服务行业。”浙江省人民医院院长黄东胜说，为了给患者提供更加人性化的服务，医院曾开展过一次“假如我是患者”的换位思考大讨论，这次体验活动其实是实践。

"In a certain sense,Hospitals and stores are belong to the service sector."Zhejiang province people's hospital HuangDongSheng dean said,In order to give patients to provide more personalized service,The hospital has conducted a"If I were patients"The transposition thinking big discussion,This experience activities is actually practice.

　　最初的设想是，让所有管理人员下基层“潜伏”，为了不被认出，黄院长还一度考虑戴墨镜、戴帽子。但是这显然操作性不强，最后从全院员工中筛选出18张生面孔。

The original idea is,Let all management personnel to descend a basic level"latent",In order not to be recognized,Yellow dean also once think about wearing sunglasses/Wear a hat.But this obviously operability is not strong,Finally from the partial employees were 18 zhang face.

　　他们每人携带3000元，分片区去体验医院的各个流程，从门诊到检查、到住院，所有和病人相关的科室都被纳入体验范围。所有体验者都将从服务态度、服务时间、服务时间以及仪容仪表等多个方面考察打分。

Each of them carried 3000 yuan,Dividing area to experience the hospital of various processes,From the outpatient service to check/, arrive to be in hospital,All patients and related departments were incorporated into experience range.All the experience will be from the service attitude/Service time/Service time and grooming and so on many aspects marking.

　　黄院长表示，这种暗访形式将不定期进行，以便及时发现不足。另外，医院还在筹建一个出院随访中心，除了为出院患者提供医疗咨询外，也将进行回访，收集患者对服务上的建议。(通讯员 宋黎胜 记者 黄淼君)

Yellow dean said,The investigations form will not regular,In order to timely find shortage.In addition,The hospital is still in starting a follow-up center hospital,In addition to the hospital for patients with medical consultation outside,Will also visit,Collect patients to service suggestion.(Reporter correspondent SongLiSheng HuangMiao gentleman)