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La charte d'accueil d'un centre hospitalier : Utiliser la chaine relationnelle

Author

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  • Dominique Phanuel

    (CREGO - Centre de Recherche en Gestion des Organisations - UNIROUEN - Université de Rouen Normandie - NU - Normandie Université)

Abstract

Dans les entreprises de services, l'accueil des clients constitue un moment privilégié de communication car il est le premier élément de leur parcours relationnel avec le personnel de contact. Ce parcours, notamment celui du "patient-client " hospitalisé, peut être décrit de façon schématique par un outil d'aide à la définition de la politique de communication hospitalière : la chaîne relationnelle. Cette description permettra d'aider à définir quels sont les acteurs impliqués par la communication, les buts et le contenu des messages à fournir au client. Elle fut utilisée par un centre hospitalier afin de l'aider dans l'élaboration de sa charte de l'accueil.

Suggested Citation

  • Dominique Phanuel, 2001. "La charte d'accueil d'un centre hospitalier : Utiliser la chaine relationnelle," Post-Print halshs-02920254, HAL.
    • Handle: RePEc:hal:journl:halshs-02920254
    DOI: 10.7193/DM.022.17.23
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