Customer service, is a position that emphasizes more love than benefits, character over ability, the following is my collection of hospital customer service department work summary, welcome to read.
The hospital customer service department work summary 1As a hospital customer service staff, the daily work is extremely trivial, there are consulting triage, accompanied by clinic delivery, communication and coordination, telephone follow-up, and even help patients nail buttons and other small things such as pins and needles. Although, these small things are very inconspicuous, but do a good job, you can let the patient from the great convenience, pleasure and comfort, and then increase the hospital's goodwill and trust, do not do a good job will affect the patient's evaluation of the quality of hospital services, and then damage the hospital's overall image of the service.
However, the work of a long time, on the one hand, some people do not care about customer service work, that this work has no technical content, but also does not create economic benefits, but also trivial and hard work, no interest; on the other hand, if there is no strong sense of enterprise and sense of responsibility, the passion of the service personnel is also very easy to be worn out in the day-to-day mundane small things, and the passion is the most valuable service traits, the service has lost the passion. The passion of the service is like the loss of human soul.
After finding the biggest problems and gaps that constrain the development of customer service, we focus on innovative ideas and innovative systems to do articles.
In fact, it is not easy to be a qualified service personnel, need to have the ability to communicate, coordinate, **** feelings and other capabilities, as well as medicine, health care, marketing and other knowledge, the most important thing is to be like the nursing pioneer Nightingale, the courage to dedicate themselves to the cause of the wholeheartedly for the patient's spirit of service.
1. To serve patients, we need to be a "golden key" in the hands of patients.
The "golden key" is the highest honor awarded to excellent service personnel in the international hotel industry, which means omniscient, omnipotent, a "green card" for customers, and a gold standard for service quality and personal reputation of service personnel. It is a "green card" for customers and a gold standard for service quality and personal reputation of service personnel. The number of "Golden Keys" has become the best illustration of the service level of the hotel. The customer service personnel is like a "golden key" handed over by the hospital to the patients: we are the receptionist when the patients come to the clinic; we are the counselor when the patients come to consult; we are the companion when the patients have mobility difficulties; we are the coordinator when the patients are dissatisfied with the service; we are the caretaker for those who have brought their children; we are the interpreter for those who have come to visit the clinic.
I remember a Mr. Qiu, because the unit has something, after the discharge checkout did not take ct film in a timely manner, the hygienist does not understand the situation, cleaned up when cleaned up empty.
2, for the patient service, we have to do the patient test can not be down, can not ask the hospital "living dictionary".
As the first station of the hospital service, we have to come into contact with thousands of people of different ages and personalities every day, and how to make these problems all kinds of different needs of people who want to come and go back to the satisfaction is the biggest test of patience and wisdom of the customer service staff. We not only need to be familiar with the hospital's history, culture, characteristics of technology and equipment strength, but also familiar with the department's specialty, the scope of treatment, features and expert characteristics, and even to understand the medical characteristics of other hospitals in the provincial capital. When we are in a very short period of time, through their decent speech, extensive knowledge, to meet their needs, to win their trust and recognition, they will use their own medical choices to tell us: customer service is a bridge between the patient and the hospital, they are on the hospital trust and recognition.
I remember we received a patient with spinal stenosis, because it is the first diagnosis, we recommend him to the orthopedic examination to confirm the diagnosis, after the diagnosis, the patient is not willing to surgical treatment, want to look at other hospitals, so we introduced the hospital massage and Chinese medicine, and finally the patient chose the massage treatment, a period of time after the efficacy of the patient is very satisfied; and once a kidney stone patients want to come to the hospital to crush stone, although the hospital does not have lithotripsy equipment, but the hospital has no stone crushing equipment, and the patient is very satisfied. The patient's name is "Bryan", and the name is "Bryan", and the name is "Bryan", and the name is "Bryan", and the name is "Bryan", and the name is "Bryan", and the name is "Bryan", and the name is "Bryan".
3, for the patient service, we must do to communicate the feelings of doctors and patients "bridge".
Due to the professionalism and specificity of medical services, as well as the asymmetry of information between doctors and patients, patients are prone to blaming healthcare workers, healthcare workers will also be the patient's lack of understanding of the disappointment, aggression, and other emotions, this customer service staff capacity. So far, there is no training customer service personnel specialized agencies or courses, and customer service training and medical, nursing knowledge training requirements there is a certain difference, in order to improve the effectiveness of customer service work, we made from the content of the training, training time, assessment requirements and other aspects of the refinement of the provisions.
4, improve management standards, improve customer service effectiveness.
In order to standardize the management and improve the business level of customer service personnel, we have developed and implemented an internal job rotation, shift and work log writing system, although because of the different positions, differences in responsibilities, bring temporary personnel business is not familiar with the task of managers to increase the number of difficulties, but we believe that the temporary difficulties will bring long-term benefits.
5, improve the assessment standards, improve customer service passion.
In order to break the state of doing more or less good or bad, in the perfect job duties, service processes, based on our reference to the internationally recognized Balanced Scorecard, the development of a balanced financial goals, customer goals, management goals and personal learning and growth objectives of the four aspects of the assessment, is currently in the trial phase.
Through the "Double Creation and Double Tree" activities, let us in the process of summarizing the work of the gaps found in the establishment of the coordinates of the thinking found in the value of the innovative work of the exploration of the affirmation of the overall enhancement of the service consciousness, service capacity, service image and ideological realm.
A, standardize the consulting work:
(a) the development of a variety of rules and regulations of the consulting department:
including consulting services standards, consulting department assessment rules, telephone call back service standards, consulting department of the scope of the work of the consulting department, the consulting department of the work requirements, etc., to refine the service standards of the various specific tasks
(B) standardize the consulting business skills, increase the success rate of consulting:
October the first week of the consulting success rate of about 18%, the success rate of the appointment in 43%; so far, the success rate of consulting about 50%, the success rate of the appointment of 60% or more, consulting and appointment success rate have a substantial increase in the early training of business skills and consulting services to standardize the effect is very significant. The effect of the training of business skills and standardization of consulting services in the early stage is very significant.
1, professional knowledge of learning:
a, once a week by the consulting doctor for lectures, consulting doctors to cultivate learning enthusiasm and autonomy, lecturing doctors can maximize the mastery of the professional knowledge.
b, every end of a training for a professional knowledge assessment, the assessment results by the department of the doctors who have lectured to assess.
c. Monthly calls to other hospitals to summarize the phone, from their consulting in the speculation, understanding, learning other hospitals consulting skills, learning based on comparison, to find their own advantages, better play.
2, regularly held consulting record evaluation meeting:
a. Regular sampling of each consultant's consulting record, focusing on the evaluation of the summary, point out the problems in the consultation in a timely manner, to improve the quality of the consultation.
b, the exchange of skills and marketing of consulting doctors, each consulting doctor's evaluation of other people's consultations.
c. Individuals to analyze their own consultation records.
d, once a week to consult the success rate and appointment success rate statistics, timely analysis of the curve changes in the reason, to find out the key, analyze the various small aspects of the problem.
3, improve the consulting patient return visit mechanism:
The return visit mechanism is mainly used in the booking of patients and patients after the consultation, the application of the success rate from the initial 43% of the booking to 74%, a substantial increase.
a. For patients who made an appointment at that time, the appointment number was sent; for patients who did not attend the consultation, the phone number for the consultation was sent.
b, the next day for the first day of the appointment patients to analyze the situation, for the patients who did not consult, make a return visit by phone, to understand the reasons for their failure to consult and consulting dynamics, and timely re-marketing.
c. If the phone is busy and dropped, send an apology message the next day and develop the tracking again.
d, twice a day (before 9 a.m., 4 p.m.) to send a reminder of the consultation information.
(C) according to the personal characteristics and job requirements for job adjustment:
Internet consultation and telephone consultation have different characteristics, according to the proportion of the volume of Internet consultation and telephone consultation, timely job adjustment.
Second, do a good job of collecting all kinds of information, timely analysis and feedback
Since October, a variety of reports have been drawn up, including advertising information statistics, the department's various types of data statistics, the guide to all kinds of data statistics, the initial diagnosis of information source code statistics, the collection of marketing information outside the hospital.
1, according to the hospital's requirements to do a good job of collecting all kinds of information:
a, the hospital advertising information collection, advertising monitoring.
b, the collection of marketing means of foreign hospitals.
c, the collection of information on counseling calls.
d. Collection of information on initial consultation.
e, special file management, the principle of confidentiality.
2, the collected information should be timely and accurate statistics, timely to the hospital departments to provide valuable types and ensure the accuracy of the data.
3, according to the requirements of the hospital management work on the various media advertising effect analysis and put forward proposals.
Third, the establishment of customer service files:
Classification and management of patients, divided into patients with appointments, the first patient file:
1, entry system:
a. Collected once a day to ensure that the data is entered in a timely manner.
b. Post-visit patient information: patient's name, gender, age, occupation, contact information, visit disease.
2, the establishment of the return visit system:
The return visit mode includes SMS greeting and telephone return visit two aspects.
a, the development of return visit standards, the content of the unified return visit, the return visit to the doctor to carry out professional and skills training, to ensure that the quality of the work of the return visit.
b, planned step-by-step:
With the Ministry of Planning and Management to do a good job of patient satisfaction surveys, five people a day, mainly to book patients.
The results of the return visit timely feedback analysis and summary, reported to the relevant leadership, special cases should be feedback at that time.
Fourth, the network consulting work
In mid-October began to hand over the network consulting work with the Ministry of the network, in September through the network of about 25 patients, October network booking 77 people, 55 people successfully diagnosed, double the rise in September; November network booking 100 people, 69 people successfully diagnosed, compared to October again! In November, there were 100 online appointments and 69 successful visits, another 25% increase from October.
1, qq consulting database and the establishment of a database of business communication, so that the answer is more professional, and can be directly copied, saving time.
2. Appointment return questions.