Three articles on the summary of hospital customer service work

Part I

First of all, I want to thank the leaders for their trust and support. Your trust and support have brought me enthusiasm and confidence in my work. With the establishment of a new image of medical guidance and the steady increase of consulting business turnover, we will enter the new year with joy, experience, dissatisfaction with the status quo, plans and hopes for the New Year. I will sum up last year's experience and deficiencies and constantly improve them. In my current job, I am mainly responsible for the management of customer service and consultation hotline. According to the proposed work plan and the arrangement of the leaders, the work of this department is smooth. Due to the short entry time, I will summarize the main work of my work for three months. Please criticize and correct me. The specific summary is as follows:

First, the main work completed

(1) The management of customer service and medical guidance

As a service department and window department with our hospital's characteristics, the customer service department tries to cooperate with the hospital's service construction according to the hotel's service standards and management mode, and adheres to the principle of combining centralized training with post supervision to realize weekly training and monthly training. By paying attention to etiquette, the comprehensive quality of guiding doctors has been improved, and the quality and taste of service have been improved, which has made our own efforts for the development strategy of creating a "famous brand hospital" in our hospital.

In practical work, in order to show enthusiastic service, the medical guides all pour a cup of hot water for the customers who are diagnosed and treated to make them feel warm, take the initiative to pick up and drop off customers with mobility difficulties, carry things for customers, guide and answer customers' questions on the spot, etc. Special job requirements require doctors to stand for a long time, and are not allowed to lie on the workbench or leave their posts without authorization, which makes their legs varicose to varying degrees. At the end of the day, their legs ache and they are sleepy, but they have no complaints; On average, there are about 1 first-time and follow-up customers a day, and the service terms such as "Hello", "Can I help you", "Please wait a moment" and "Sorry" are repeated, which reflects the warm, thoughtful and humanized service of our hospital in polite service.

In the cooperation between departments, we should overcome the difficulty of one person and one post in each department, cancel the rotation rest of medical guidance, and also support the work of other departments, such as nursing department, planning department (magazine distribution) and other departments. In order to work, the doctors overcome the hard work that one person is not fit to shoulder multiple jobs, work hard, and dedicate their work enthusiasm without complaint.

In dealing with patients' complaints, I take the initiative, enthusiasm, thoughtful and patient attitude and the working principles of being responsible for the hospital, the patients and myself, seriously receive every complaint and quickly transfer it to the dean's office to answer every consultation, thus taking care of the unity of the interests of the hospital and patients to the utmost extent. In view of the new situation of our hospital's increasing popularity, the customer service department has established a relatively standardized customer suggestion file, carefully understood the customer's situation, collected the customer's suggestions, relieved the customer's emotions to a certain extent, and optimized the service quality while providing convenience for other business departments. Through the service of receiving complaints first, the distance between doctors and patients is shortened, the service content of our hospital is enriched and the affinity of the hospital is increased.

As the first window unit in the hospital, the medical guide desk has heavy work, complicated things and many clues. In view of this actual situation, I started with strict standardization and implementation, and strengthened management. On the basis of clear objectives and tasks, take the lead in setting an example, set an example, do what the doctors are asked to do first, and do what the doctors are asked not to do. In the work, we quantified the work, made clear the rewards and punishments, fully mobilized the hard work of all the medical guides, brought glory and enthusiasm to our hospital, coordinated the work among departments, and promoted the overall work quality and efficiency of our hospital.

(2) hotline work

As an important service window in our hospital, the hotline work is basically in a normal and steady development stage at present. Since March, the number of outpatient visits from telephone consultation to appointment has also increased to varying degrees. With the supervision and help of General Manager Wu and Director Dong, and with the cooperation of doctors, the appointment rate of patients has reached 98%, thus improving social and economic benefits; I have mainly done the following work:

(1) Formulating the post system of departmental consultants.

(2) Discuss the telemarketing plan with the consultant to improve the patient's visit rate.

(3) Make unannounced visits to communicate and learn from the hotlines of many hospitals online and by telephone.

(4), according to the patient information to conduct a preliminary market survey and analysis, to facilitate better work.

(5). Maintain the good relationship of discharged patients, let patients express themselves through the good services before, during and after diagnosis in our hospital, and develop patients around them in an attempt to improve the economic and social benefits of our hospital.

Second, there are some shortcomings in my work

(1) Because I don't know much about local customs and customs, I am relatively lacking in professional knowledge. Although I am cautious in my work, I still feel nervous and sometimes make mistakes.

(2) Sometimes, doctors are required to be too dogmatic, which is reflected in the fact that individual work is not flexible enough, and sometimes it is impossible to arrange work according to individual characteristics and individual differences. In the future, we will further strengthen investigation and research, so as to arrange different positions according to different people and give full play to everyone's advantages and specialties.

(3) Because customer service work is unpredictable and antagonistic, it needs to have strong communication and persuasion skills and the ability to make decisions on the occasion. Sometimes, I feel that this aspect is insufficient in my work, so I need to further improve and improve my own quality in my future work.

(4) The shortcomings of telephone hotline are mainly as follows: lack of relevant knowledge and experience, and poor ability to foresee work; Insufficient understanding of market information; Lack of professional knowledge, not doing a good job in employee training.

III. Work Suggestions

(1) Hospital leaders should increase the number of front-line inspections and inspections to give full play to the quality inspection effectiveness of the quality inspection team.

(2), doctors should tell the doctor when they are resting, so as to make accurate triage.

(3) Hospitals should try their best to serve the needs of different groups and meet the needs of low-income consumers, especially those who consult and make appointments.

(4) Strengthen the training of all medical staff in business skills, service management and medical regulations.

(5) When promoting new medical technical services, all staff should be educated to avoid affecting work efficiency.

(6), let all staff establish the consciousness of "customer dissatisfaction crisis", let employees participate in hospital service quality management, and create customer value.

(7), I hope to give more training opportunities to improve my own quality and better serve the hospital.

Our customer service department has accumulated work in the last year, and we are confident that we will achieve better results in the next year. We will be arrogant and strive to do a better job.

Part II

Over the past year, with the care and help of hospital leaders and the support and cooperation of all staff, the hospital customer service department has successfully completed various tasks. Although there are many trivial things in the work of customer service department, for us, every time is an exercise of patience and perseverance, and we feel that we are gradually maturing. The situation in the past year is summarized as follows:

1. Earnestly perform their duties and actively carry out their work

1. Assist hospital leaders in hospital reception and management, do a good job in the preparation and minutes of various meetings such as the president's office meeting and the weekly meeting, and keep them confidential and timely filed.

2. Do a good job in material printing, information reporting and file management to ensure timely reporting. Do a good job of sending, receiving, copying and copying all kinds of documents. Please ask the leaders to read it in time, and the departments will make records and arrange it on time. This year, the file forwarding procedure was standardized, and the file transfer was registered.

3. Complete the hospital reception work, coordinate the work contact with relevant departments according to the working procedures, and give feedback to the dean in time.

4. Complete the collection, sorting and archiving of 2xx office documents.

5. Make strict overall arrangements for hospital vehicles. Do not arrange to take the bus, and do not arrange for one person to travel.

6. Strict official seal management; Good completion of hospital licenses, employee certificates and the annual examination of hospital licenses.

7. Earnestly complete the property and material management of the administrative building.

Second, existing problems and suggestions

(I) My own problems

Over the past year, with the care and support of the hospital leaders and all the staff, the work has also made some achievements, but there are still many gaps from the requirements of the leaders and staff:

1. Due to the limitation of the nature of the work, it has gone deep into clinical practice.

2. I don't have enough communication with leaders at work, and sometimes I just bury myself in my work.

3. Because I am still very young, I lack strong management in my work and lack courage in my work.

(II) Ideas for future work

1. No rules, no Fiona Fang. The special post and work nature of customer service department require that the office must be a combat department with sound system, strict management, strict discipline and smooth orders. Based on the principle of being strict, meticulous and feasible, we should further improve the office work norms, assessment system, confidentiality system and document management system on the basis of the original systems, so as to make the work more standardized and orderly.

2. The customer service department is the dispatching department in the hospital. It is both a commander and a combatant. It is the embodiment of the leadership's will and opinions, and it is also the feedback of the clinical department's problems. Therefore, it is necessary to establish a good self-image, become an example for employees at work, and become a trusted partner for employees emotionally. In particular, we should set an example and work in a down-to-earth manner.

3. You should learn to use your head and think actively in your work, give full play to the role of the leader as a consultant, actively make suggestions for the leader, and explore the methods and ideas of work.

4. Actively communicate with leaders, report problems in work and thoughts in time, and hope that leaders can criticize and correct my shortcomings in time, so that my work can be more perfect.

5. Actively serve the clinic, and treat people with courtesy and restraint. Realize the sense of ownership of "the hospital is my home" in the true sense, instead of tending to verbal slogan formalism.

Take the initiative to be the assistant of the dean and strengthen the management of work style. Strictly implement cost accounting, establish the concept that saving is also management, constantly improve management awareness, and strengthen learning to become a truly excellent manager.

Chapter III

2xx is a crucial year for hospitals to implement "performance appraisal", strive for "balance of payments" and implement "overall development". Over the past year, around the overall goal of "one main line, two major goals, three guarantees and seven tasks" put forward by the hospital leaders, the service center has unified its thinking, and Qi Xin has made concerted efforts to take "service" as the standard and implementation, improvement, development and innovation as the main line, and completed the following work.

First, service implementation

According to the requirements of the hospital's "quality year's overall deployment and management year's document standards, the customer service center first pays special attention to the implementation of daily service work. From January to October, 4,978 patients were assisted in hospitalization procedures, and 1,762 patients were accompanied to hospital. 1,125 person-times were accompanied in the outpatient clinic; * * * A total of 5,314 medical records were reviewed after discharge. Excluding telephone number errors and other factors, 4,342 patients were reviewed, 4,265 were satisfied, 59 were basically satisfied, and 18 were dissatisfied, with a review rate of 88.5% and a timely feedback rate of 1%. 149 medical records were screened, and 15 people were followed up by telephone and health promotion. 5,683 consultation records were accepted, including 57 complaints, 138 praises and 633 medical consultations. 718 sunset red discount cards were processed, and 169 people were received at the reception desk of Huimin, Shuangzhuan and New Rural Cooperative Medical System. Secondly, do a good job in the implementation of key service work. This year, the epidemic prevention and control of hand, foot and mouth disease, influenza A and other infectious diseases is extremely severe. According to the requirements of our superiors, we have carried out professional knowledge training, equipped masks, thermometers and other prevention and control materials, strictly controlled the management processes such as triage and guidance, implemented the management systems such as registration and reporting, and guided 16 patients with fever to seek medical treatment. Third, do a good job in the implementation of clinical service. According to the return visit and consultation acceptance, we cooperated with clinical departments to solve 32 problems in health consultation, contact examination and medical treatment on behalf of discharged patients, helped hospitalized patients to coordinate and solve 18 problems in laboratory sheets and medicines, put forward 1 suggestions on hospital service improvement, and accepted 7 complaints on coordination service, which strengthened the doctor-patient contact, promoted doctor-patient communication and reduced the contradiction between doctors and patients. Fourth, do a good job in implementing the coordination of publicity activities. Since the beginning of this year, in order to improve the health care awareness of the whole people, we have cooperated with clinical departments to carry out publicity activities such as Science and Technology Week and Cancer Prevention Week, and distributed more than 8,7 promotional materials of various specialties. And cooperate with other departments to successfully complete the investigation of the leaders of the Ministry of Health, the welcome and explanation of the visiting delegation of Huimin Hospital in other provinces, and so on; In various traditional festivals, 4 New Year greeting cards and 3,7 blessing messages were sent to discharged patients and key customers. In the activity of loving one's post and promoting development, 477 participants were verified.

II. Perfect service

Through the "One Hundred Satisfaction" and "Four Search Activities" launched this year, the customer service center carefully searched for the problems existing in the work, actively adopted a series of improvement measures, and achieved obvious results.

1. Make clear your own work coordinates and functional orientation. That is, we do what no one does, we take care of what no one cares about, and everyone strives to be a nosy housewife; Stabilize market resources to retain customers, develop customer resource extension services, and do a good job in market research to provide data.

2. The performance appraisal and secondary distribution of undergraduate courses have been implemented. In order to truly achieve the incentive effect of "getting more for more work", we formulated specific job objectives and job requirements according to the characteristics of the four posts in the department, namely, medical guidance, consultation, discharge follow-up and physical examination follow-up, and on this basis, we discussed and produced the performance evaluation method of customer service center. In order to ensure the fairness and effectiveness of the new method, a two-month simulation trial was conducted in advance, and it was officially put into operation in April this year after being readjusted and revised according to everyone's feedback.

3. The etiquette training and military posture training of medical guides have been strengthened. In order to improve the quality of the newly admitted doctors and improve the service image, with the strong support of the relevant departments of the hospital, we conducted a two-week etiquette training and military posture training in paper net Online for 18 newly admitted employees. through