When the work is carried out to a certain stage or at the end, the need to go back to the work done to seriously analyze and study, sure achievements, find out the problem, summarize the experience and lessons learned. The following is my organization on the hospital front desk personal work summary 2020 selected 5, I hope to be able to help you.
Hospital Front Desk Individual Work Summary 2020 Selected 5 (a)
2019 my job is to work in the front desk as a nurse guide, the front desk guide is a very challenging job, because all kinds of patients have, consulting a variety of problems are also a variety of sometimes laughable, I can be serious and patient I can seriously and patiently answer to them, the patient's smile of satisfaction is the driving force of our work.
Our work is consulting, accompanying patients, send diagnosis, communication and coordination, for mobility and hospitalized patients to do the examination and free wheelchair, flatbed car, the distribution of all kinds of newspapers, health education promotional materials, department profile; these things are very inconspicuous, but do a good job will be able to provide patients with a great deal of convenience, so that the patients feel happy and pleased, and then increase the hospital's goodwill and trust, do not do a good job will affect the patient's evaluation of the hospital, and then the patient's evaluation of the hospital, and the patient's evaluation of the hospital, and the patient's evaluation of the hospital, and the patient's evaluation of the hospital. The first thing you need to do is to make sure that you have a good understanding of what you are doing and how you are doing it.
Long working hours, some people will be disdainful of our work, that the work has no technical content and does not create economic benefits, but also trivial and hard work, if there is no strong sense of enterprise and sense of responsibility, the passion of our staff can easily be worn down in the day-to-day mundane small things, and the passion is the most valuable service traits, the service has lost its passion like the human being has lost its soul. The soul.
First, set up a new concept to improve the sense of professional responsibility of the staff
1, to serve patients means that the hospital environment and related matters to do a clear understanding of our staff is the patient's a "green card", the patient to the clinic, we are the receptionist; the patient to consult, we are the counselor; the patient's mobility, we are the counselor; the patient's mobility, we are the counselor; the patient's mobility, we are the counselor; the patient's mobility, we are the counselor. Patients come to consult, we are the receptionist; patients come to consult, we are the counselor; patients with mobility problems, we are the companion; patients are dissatisfied with the services of other departments, we are the coordinator, our ultimate goal is to meet the needs of patients by all means. With sincere dedication and sincere service to open the door of the patient's heart, to win the patient's trust.
2, to serve the patient to do a good service to patients can not be down to ask the hospital's "living dictionary". As the first station of the hospital service, every day to contact people of different ages and personalities, how to make these various needs of different people hope to come, satisfaction and return, is the wisdom of our staff knowledge, communication skills of the test, not only to be familiar with the environment of the hospital characteristics of the technology and equipment power, but also familiar with the department's professional, diagnostic and treatment scope, features and expert characteristics. Through their decent speech, extensive knowledge, to meet the needs of patients, to win the trust and recognition of patients. The bridge between the patient and the hospital.
Second, through a variety of training to improve the overall quality of staff
The key to improving the quality of service lies in the improvement of the quality of service personnel, but it is by no means an overnight success, to master a certain amount of theoretical knowledge and professional skills, through the development of relevant duties, systems, behavioral norms and professional training, etiquette training, etc., to improve the quality of the staff of the guide, so that our staff have a A high degree of professionalism. Our work is not to be belittled with other nursing work, is the embodiment of the window of the hospital's quality service, only from this high degree of understanding, in order to take the initiative and enthusiasm to help patients who come to the clinic.
Third, the outpatient area of scientific management, creating an orderly medical environment
Outpatient patients eager to seek medical treatment, often resulting in unnecessary crowding and quarrels, if not properly handled, can lead to chaos. Our nurses should be compassionate, treat patients as their friends and relatives, understand and sympathize with the pain and trouble brought by the disease, grasp the patient's state of mind and a variety of needs, and patiently answer their questions, but also to keep a cool head, stabilize the patient's impatience, and do a good job of correctly guiding the work of the order of medical treatment, and maintenance of the order of the outpatient clinic. In addition, the nurse guide part-time to keep the clinic environment clean responsibilities, such as in the see patients and their families smoking or littering, can boldly and politely give corrections, so that each patient can consciously abide by the relevant rules and regulations of the hospital, **** with the creation of a quiet, orderly, clean medical environment.
In short, the "guide" seems to be a relatively easy job, but to become a good guide is not easy, not only to focus on the instrument to be correct but also to maintain a positive mood at all times, know a certain amount of communication skills and simple medical knowledge, and more importantly, a high degree of empathy, think of the patient's thoughts, anxious patient's urgency, understanding of the patient's needs, the patient's understanding of the patient's needs, and the patient's needs. More importantly, to have a high degree of compassion, think about what patients think, anxious patients, understanding of patients, wholeheartedly into the work. Through the daily morning meeting time for all the guide staff training, good praise, wrong criticism, for the work of the shortcomings of continuous improvement, and strive to guide the work of excellence, so that the real patients to solve the practical difficulties, but also on the hospital's social and economic benefits to play a positive role in promoting.
Hospital Front Desk Individual Work Summary 2020 Selected 5 (2)
2019 flew by, in this year, we ___ beauty salon *** receive customers x times, the following is my summary of the work of the year 2019:
A. Daily work content
1. Transferring Telephone, accurate transfer of visitor calls, euphemism for harassment calls, improve work efficiency;
2. Visitors reception and guidance, with the personnel department to do a good job of registration of information on candidates;
3. Address book update, in view of the large mobilization of personnel, as well as the addition of more personnel, the address book can not be changed in a timely manner, affecting the communication between the departments. So we must do a good job of follow-up work, update the address book in a timely manner, but also in the future work often communicate with the departments to facilitate timely access to the correct information;
4. Attendance records, for the registration of new employees to enter the fingerprints, do a good job of attendance supplemental records;
5. Record the daily duty, and do a good job of cleaning the front desk;
6. Large screen, and check its use, if there is a failure, immediately contact the relevant personnel to repair;
7. Receive daily newspapers and mail, and will be forwarded to the relevant personnel in a timely manner;
9. Distribution of documents, timely distribution of documents to all departments, the hospital's policies and measures to quickly convey down;
10. Meeting work, before the meeting to inform the staff on time to the meeting, and prepare tea; meeting to add tea in a timely manner; meeting after the end of the meeting to do a good job of cleaning the conference room;
11. Daily registration temperature, according to the provisions of the air conditioning and make a good record;
12. off duty to check the lights at the front desk, the VIP room, and the Treasury locks to determine the air conditioning, the computer's power supply is off.
Second, there are problems
not careful enough to do things, consider the problem is not comprehensive, and sometimes lost. At present, the flow of personnel is large, in and out of the personnel are many and frequent, there are some omissions.
Third, on their own suggestions
1. According to the provisions of the premise of doing things should also pay attention to the ways and means, firm attitude, speak politely, and strive to improve the quality of their services.
2. To do things well thought out, careful. Sometimes because of some small problems into a big mistake, so everything should first think of the consequences;
3. The progress of work and the work process encountered in the process of the problem can not be dealt with in a timely manner should be to the superior feedback.
4. Strengthen the knowledge of etiquette. The light work in the study is far from enough, in the spare time must also learn the relevant professional knowledge, to understand in the treatment of people must comply with the etiquette of common sense.
These are exactly what I lack in my work. Through reflection, I think, no matter which position, no matter which job, are part of the overall organizational structure of the hospital, are for the hospital's overall goal. For the front desk work, it should be "the image of the hospital, the starting point of the service". Because for customers, the front desk is the first step of their contact with the hospital, is the first impression of the hospital, and the first impression is very important, so the front desk to a certain extent on behalf of the hospital's image. At the same time, the hospital's service to customers, starting from the front desk to welcome customers, a good start is half of the success. With the realization of its importance, prompted me to further think about how to do my job. So in the future I will work harder to contribute to the construction of our beauty salon!
Hospital receptionist personal work summary 2020 selected 5 (3)
First of all, I would like to thank the leadership of my trust and support, it is your trust and support brought me enthusiasm and confidence in the work, with the establishment of the new image of the guide and the steady increase in the turnover of consulting business, we are with joy, experience, with the Dissatisfaction with the status quo, with plans and hopes for the New Year into the new year, I will summarize last year's experience and shortcomings, and continue to improve and enhance their management level, and effectively improve the quality of work in the department. In the current work, I am mainly responsible for customer service guide and consulting hotline management, according to the proposed work plan and the leadership of the arrangements, the work of this department is smooth, due to the short entry time, is now working for three months to summarize the main work, please criticize and correct. Specific summary is as follows:
First, the main work accomplished
1, customer service guide management
Customer service department as a hospital characteristics of the service department, window department, in the work as far as possible according to the service standards of the star hotels and the management model with the hospital's service construction, adhering to the principle of combining centralized training and post supervision, to achieve the training weekly and monthly assessment, and effectively improve the quality of the comprehensive guide. Adhere to the principle of combining centralized training and post supervision, realize weekly training and monthly assessment, effectively improve the comprehensive quality of the doctor guide, through training and assessment, standardize the etiquette requirements of the doctor guide in the work of the language, behavior, image, etc., and increase the daily etiquette inspection. Through the grasp of etiquette, promote the comprehensive quality of the guide to improve the quality of service and improve the quality and taste, for our hospital to create a "brand hospital" development strategy to make their own efforts.
In practice, in order to reflect the warmth of the service, the doctors do for the diagnosis and treatment of customers to pour a cup of hot water so that they feel the warmth, take the initiative to transport the mobility of customers, for customers to take the items, lead and field to answer customer questions, etc.; special job requirements, the doctors stand for a long time, not allowed to lie on the bench and unauthorized walking away from the post, so that the doctor's legs of different degrees of varicose veins, a day down, leg pain and back pain! The doctor's legs have different degrees of varicose veins, a day down, leg pain and waist sleepiness, but no complaints; an average of one day to receive the first, repeat customers about 100 people, repeating: "Hello", "Can I help you with your business", "Please wait a moment! ", "I'm sorry" and other service phrases, in polite service to reflect the hospital's warm, thoughtful and humane service.
In the departmental cooperation, to overcome the difficulties of the department of one person one post, cancel the guide doctor's shift, but also to support the work of other departments, such as the nursing department, the planning department (issue magazines) and other departments. In order to work, the guide doctors to overcome the body is not suitable for one person in the post shoulder more than the hard work, hard work of conscientious work, no complaints dedication to their work enthusiasm.
In dealing with patient complaints, I in line with the active and enthusiastic, thoughtful and patient work attitude and for the hospital is responsible for, for the patient is responsible for, for their own responsibility for the work of the principle of conscientious reception of each and every complaint and quickly transferred to the dean's office, reply to each and every consultation, maximize the care of hospitals and the unity of the interests of patients. In view of the new situation of our hospital's expanding popularity, the customer service department has established a more standardized customer suggestion files, seriously understand the situation of the guests, collect the guests' suggestions, maximize the relief of customers' emotions, and optimize the quality of service at the same time as providing convenience for other business departments. Through the complaint first service, closer to the distance between doctors and patients, enriching the content of our services, increasing the hospital's affinity.
The guide desk as the hospital's first window unit, heavy work, things mixed, more clues. In view of this actual situation, I started from the strict standardization, pay close attention to the implementation, increased management efforts. On the basis of clear goals and tasks to take the lead, set an example, ask the guides to do, they are the first to do, ask the guides not to do, they are determined not to do. In the work, quantitative work, clear rewards and penalties, fully mobilized all the guide hard work, for our hospital glory and initiative, coordination of inter-departmental work, led to the overall quality of work and efficiency of our hospital.
2, consulting hotline work
Consulting hotline work as an important service window of the hospital, its work is basically a normal, steady development stage. 3 months, from the telephone consultation to make an appointment on the volume of outpatient clinic also varying degrees of growth in Wu and Dong director of the supervision, help and treatment of the receiving doctor's clinic to cooperate with the results of the booking of the patient's attendance rate of 98%, thus improving the social and economic benefits. Improved social and economic benefits; I mainly did the following aspects of work:
(a), the development of departmental counselor position system;
(b), with the counseling staff to discuss telemarketing programs to improve the rate of patient visits;
(c), on the Internet and telephone with the hospital hotline for unannounced exchanges and learning;
(d) (d), according to the patient information for preliminary market research and analysis, to facilitate better work;
(e), maintenance of good relations with discharged patients, so that patients through our good pre-diagnostic, diagnostic, post-diagnostic services to make the patient manifestation of the statement, the development of its side of the patient, trying to improve the economic and social benefits of our hospital.
Second, the work of a few shortcomings
(a), because of their own knowledge of local customs and local knowledge of the lack of understanding, a relative lack of professional knowledge, although the work of the careful Jane cautious, but still have a feeling of nervousness, and sometimes inevitably make mistakes.
(2), the guide doctors sometimes require too much to commit dogmatism, embodied in individual work is not flexible enough, sometimes not according to personal characteristics and individual differences in the arrangement of work. In the future, we will further strengthen the investigation and research, so that according to different people to arrange different positions, to play everyone's greatest strengths and specialties.
(c), because the customer service work is unpredictable and confrontational, in the process of dealing with the need for strong communication and persuasive ability and the ability to make decisions on the spot, in the work of the work sometimes feel inadequate in this regard, the need to further improve in the future work, improve their own quality.
(d), the telephone hotline deficiencies are mainly reflected in the following: less relevant knowledge and experience, the work of the foreseeable ability is not strong; the market information is not enough to understand; professional knowledge is not enough to do a good job of staff training.
Third, the work of the recommendations
(a), the hospital leadership should increase the number of visits to the front line and inspection, to give full play to the effectiveness of the quality inspection team of quality control.
(2), the doctor should tell the guide when he rests in order to accurately triage.
(c), hospitals should try to serve the needs of different groups, to meet the needs of low-income consumers, especially consulting appointment patients.
(d) Strengthen the training of all medical staff in business skills, service management and medical regulations.
(e), to carry out new medical technology service promotion, should be carried out by all staff to avoid affecting the efficiency of work.
(F), so that all staff to establish a "customer dissatisfaction crisis" awareness, so that employees involved in hospital service quality management, to create maximum customer value.
(7), I hope to give more opportunities for training, in order to improve their own quality, better for the hospital.
Fourth, next year's work plan
(a), and strive to learn health care professional knowledge, improve the level of management;
(b), continue to do a good job of customer surveys, return visits and tracking of work;
(c), to strengthen the management of the work of the guide to improve the quality of service;
(d), to do a good job of staff etiquette training;< /p>
(d), to do a good job of all the staff training;<
(e), increase telemarketing learning efforts, do a good job of consulting hotline work.
Hospital front desk personal work summary 2020 selected 5 (four)
First, when you go to and from work to organize the front desk items, inspect all electrical appliances are intact, whether or not to turn off the power. Look at the memo on the day there is something else to do. Front desk hall is at all times to keep neat and generous. Newspapers should be organized every day. Drinking water bucket number found to be insufficient to call Mr. Luo to send water in a timely manner. When the front desk required items are not enough, are timely application for purchase such as: paper towels, copy paper, etc.. Brochures placed in the parlor and front desk lobby should also be added in time when they are not enough. When there is no ink in the fax machine, copier and printer, Mr. Zhao should be notified by phone to add ink. If the items at the front desk are broken, such as: curtains are broken, we should call the repairman to repair; if there is a problem with the telephone line, we should ask for help from the Office of the Telecommunications Authority. There are any problems have to find a way to solve.
Second, receive faxes, pay attention to each other to whom the fax is sent, ask the fax content, so as not to receive spam, receive faxes to be forwarded to the relevant personnel in a timely manner, to check the receipt of faxes with or without missing. If the other party is an automatic fax, you can not receive. After sending a fax, pay attention to whether the other party has received, whether complete and clear. When copying, we should pay attention to the completeness of the copied information, to avoid copying the missing information. Send and receive faxes, photocopies should be registered. If there is a letter to the relevant personnel in a timely manner.
Third, the reception desk to receive guests, do a good job, the most important thing is the service attitude and service efficiency. See a visiting guest, to immediately get up and take the initiative to greet. For the first time guests to ask each other your name, who are looking for what, to understand the purpose of visitors to inform the relevant person in charge, which also need to understand whether to leave the guests in the front lobby or parlor, or lead the guests to the person in charge of the office, parlor. Reception of guests should be greeted with a smile, patience and meticulous, kind and generous. After the guests are seated, pour tea and tell the guests that the person in charge has been notified, please wait. The parlor in the summer when the air conditioning, open windows in winter, at the same time to make the parlor without odor, air flow.
Fourth, transfer the phone, pay attention to the polite language, the use of the company's standard language: Hello! Foshan Bangpu Company! After asking what can help you, ask the other party to find which, what is your name, to understand the situation after the transfer to the relevant personnel. Familiarize yourself with the office phone number of the company's internal staff. If the caller is for advertising, sales, network, these are not related to the company's calls should be rejected. If someone looking for Mr. Li, to pay attention to the other party is not really about the company's business to find Mr. Li; if you can not judge can be transferred to Zhu Ying. Looking for Li assistant, Yu manager and other leaders of the phone to ask clearly; leaders of the phone number to remember clearly, see the leadership of the caller can also be cordial greetings.
Do the front desk work more than four months, the work scope is smaller; work content is relatively small. But I also have shortcomings, not enough concentration at work, will be confused; I hope to be able to work more seriously in the future, hard work. For the company to do more.
In the year ___ to continue to improve their own image, work quality, efficiency. There is a sense of responsibility.
(1) Efforts to improve the quality of service, do things quickly, efficiently, without error. Service attitude should be good, reception of guests to continue to accumulate experience, to give guests a good impression. Answer the phone, but also to continue to improve the language skills; skillful question and answer guests. Try to make every customer satisfied.
(2) to strengthen etiquette knowledge learning. Such as spare time to seriously study etiquette knowledge, public **** relations. Understand the common sense of etiquette that must be observed in dealing with people, including sitting, standing, speaking tone, eyes, make-up, dress with, and answering customer questions skills and so on. You can also take a class like Merlin Kai's class, the knowledge is very practical, after the class will make people more confident, so that a person has temperament.
(3) to strengthen communication with the company's departments. Understanding of the development of the company and the work of various departments, with this knowledge base, on the one hand, can timely and accurately answer customer questions and accurately transfer calls. If the knowledge of a department no one, will remind the caller, and briefly explain what time there may be someone, or within the scope of the ability to briefly answer the customer's questions, but also to seize the appropriate opportunity to publicize the company.
(4) Efforts to create a good front office environment. To maintain a good image of the company's facade, not only to pay attention to their own image, but also to maintain a good environmental health, so that customers have a feeling of pleasure.
Hospital front desk personal work summary 2020 selected 5 (five)
In the company has been working for three years, although I am still a company's most common clerk, but I have completely mastered the direction of my work. I believe that as long as I keep up the good work, in the next year, I will do even better!
The new year is a year full of challenges, opportunities and pressure to start. Here in the work has been 3 years, in this, I set up a 20__ annual work plan, in order to make themselves in the new year have greater progress and achievements.
1) carry forward the spirit of hard work. In the face of the warehouse in the affairs of miscellaneous, heavy work, not afraid of suffering, take the initiative to find things to do, to do "eyes, mouth, hands, legs," and actively adapt to a variety of environments, in the heavy work of honing the will, growth of competence.
2) carry forward the spirit of tireless enterprise. Strengthen learning, the courage to practice, reading books, in the book to learn at the same time pay attention to collect all kinds of information, a wide range of "nutrition"; at the same time, pay attention to learning methods, learning attitude, improve learning efficiency, and strive to cultivate their own with a solid foundation for the work, dialectical thinking method, the correct point of view. Strive to do a better job and establish a good image of the department.
3) as a good assistant. Supervisor of the work assigned to complete and do a good job, enhance the sense of responsibility, enhance the sense of teamwork. Proactively work to the point, down to earth. I will do my best to reduce the pressure of leadership. Finish their own part of the work at the same time can take the initiative to help supervisors or colleagues to share some of the work. And colleagues to help each other, *** with the maintenance of a harmonious working environment.
4) Familiarize yourself with the company's new rules and regulations and business to carry out the work. The company is constantly reforming, set up new regulations, especially in the company is currently carrying out the 7S implementation work, as a company an old staff, must lead by example, in compliance with the company's regulations at the same time fully cooperate.
The above, is my work plan for 20__, may still be very immature, I hope the leadership correction. The train runs fast but also rely on the leader, I hope to get the company's leadership, departmental leadership of the correct guidance and help. Looking forward to 20__ year, I will work harder, serious and responsible to treat every job. I believe that I will accomplish new tasks and meet new challenges in 20__. With my own continuous efforts, coupled with the help of leaders and colleagues, I will be more outstanding in the new year.
Related articles :
1. 2020 hospital front desk individual year-end work summary sample selected 5
2. 2020 hospital front desk year-end work summary sample 5
3. 2020 hospital outpatient individual year-end work summary sample selected 5
4. 2020 hospital individual work summary sample the latest selection of 5
4. 2020 hospital individual work summary sample 5
5. 2020 hospital front desk year-end individual work summary sample