关键词: 医院；卓越服务；研究进展

Abstract: China has entered the era of service economy. The whole process of medical experience and patients' experience needs to be continuously improved. However, traditional medical services can hardly meet the needs of people. The development of high-quality medical services has become the focus of medical and health system reform in the 14th Five-Year Plan period. Excellent service is an important way to meet the needs of patients and a prerequisite for the high quality development of hospitals. By elaborating the concept and connotation of service excellence, the status of service excellence at home and abroad, and the necessity for hospitals to carry out service excellence, this paper proposes the suggestions for hospitals in China to carry out service excellence, and provides a basis for the promotion of high-quality development of hospitals.

Key words: hospital; excellent service; research progress