Part I of the service sector staff personal summary essay
Through the development of quality care services, our nursing work gradually towards standardization of nursing staff image in the eyes of patients has been greatly enhanced, the mass of people's satisfaction has increased significantly. Now on the quality nursing service work summarized as follows:
First, strengthen the organization and leadership, improve the ward hospitalization conditions, to ensure the smooth development of the creation of activities.
The hospital leadership attaches great importance to the "Quality Nursing Service Demonstration Project" activities, the establishment of the activities of the leading group headed by President Tian, the timely development of the activities of the implementation of the program, held a mobilization meeting of the creation of the activities, a clear responsibility and requirements.
On the basis of the mobilization of the hospital, President Tian convened a regular meeting of the head nurse to remobilize and redeploy. In order to implement the spirit of the notice, the grass-roots departments were organized nursing staff to seriously study and comprehend the spirit of the documents related to the creation of activities, to unify the ideological understanding, to clarify the objectives of the activities, and to refine the work task.
Second, the implementation of hierarchical management, to create a quality service nursing team.
Creating a hierarchical, well-trained, superb, creative nursing team is the basis for the realization of quality nursing services. First of all set up the image of nurses, nurses must wear nurse uniforms, wear nurse caps, wear nurse shoes, hang badges on duty, smile service, promote civilized terminology. Secondly, the nursing staffing has been further optimized. At the same time as the number of nursing staff increased, took the form of going out to learn and hospital training, work in the understanding, focusing on improving the nursing management personnel's leadership and business quality. Through learning to make the comprehensive quality of the nurse's ability than previously had a significant increase, strengthened the hospital nursing staff professional skills, improve the level of service, the overall nursing professional level on a new level.
Three, tamping basic care, and constantly enrich the connotation of nursing services.
In the creation of activities according to the intensity of work reasonable scheduling, in the daytime work relatively busy, the patient demand for a larger period of time, increased shifts, as far as possible to meet the service needs of patients. The phenomenon of insufficient staff and uneven busyness in all shifts and sections has been solved, which has been recognized by the dean and nurses. Responsible nursing has been carried out in all wards, and the division of labor has strengthened the responsibility of nurses, which has completely changed the passive service of seeing nurses only when the pager rang and family members or patients called in the past, to the present situation where nurses constantly patrol the wards and take the initiative to provide services for patients in a timely manner, realizing a new clinical nursing service model. Nursing staff implement the first-question-responsibility system, the first-welcome-responsibility system, and set up a warm informative card, issue health education cards, dietary care cards, and strengthen nurse-patient communication. Focusing on patient-centeredness, strengthening basic nursing care, fully implementing the accountability system, deepening the connotation of nursing specialty, and enhancing the overall level of nursing services, the team has been highly praised by patients' families. Strengthened basic nursing training for nursing staff.
Four, strengthen the specialty care, effectively enhance the soft power of nursing services.
While strengthening basic nursing care, the hospital firmly grasp the direction and requirements of "quality", and continue to enhance the soft power of nursing services. In order to improve the level of specialist care, strengthen the training and assessment of specialist knowledge of nursing staff, organize each department to select the typical diseases of this section, the integration of specialist care knowledge, repeated modifications, unified standards, reasonable adjustments to provide continuous and reliable clinical information. In order to further standardize the work of health education, change the nursing staff lack of communication experience and the art of communication, health education activities were carried out in various departments, giving full play to the professional characteristics of the pilot departments, technical advantages, service characteristics, tapping the potential to establish an image and build a brand.
Fifth, the implementation of the whole process of monitoring, continuous improvement of the quality of nursing services, and strengthen the performance assessment.
In business management, always adhere to the "patient-centered" service concept, and constantly strengthen the quality and safety awareness of nursing staff at all levels, and increase the quality of nursing supervision, so that the combination of a comprehensive inspection and single inspection, vertical inspection and circular inspection of the interaction between regular inspection and irregular inspection complement each other. The company's quality of care has been enhanced.
Our hospital in order to further deepen the quality of nursing service, motivate nursing staff enthusiasm, effectively implement the responsibility system overall care, standardize nursing behavior, strengthen the safety awareness, to ensure the safety of clinical care, give full play to the function of nursing quality control, supervision, inspection and other systems, and effectively do a good job of nursing safety management, and formulate the nursing staff performance appraisal methods.
In the future work, our hospital will increase the systematic study of quality nursing service, establish a long-term mechanism to improve nursing service, so that quality nursing service normalization, one is to strengthen the nursing etiquette training, and further shape the image of nursing staff; two is to strengthen theoretical learning, improve the level of nurses' business theories; three is to strengthen the training of nursing technical operation, improve the nurse's Operational skills; four is to improve the performance appraisal system, so that the quality of nursing service work in our Dean effective development; for the people to provide comprehensive quality service, so that patients are satisfied, so that the community is satisfied.
Part II of the service sector employees personal work summary essay
At the end of the year, the new . The year has begun, and our work has come to an end. Looking back on the past year, although we did not appear in the work of the major faults, but in the handling of many issues is not in place, as well as the work of some of the small details did not do very perfect. Our group regularly held group meetings organized by Master Wang to summarize the problems and correct them in time. The following is a summary of the problems encountered in the previous year and the need to improve the following, I hope to also bring some help to other colleagues:
I. Language communication skills:
(1) and the user dialogue, it should be carefully scrutinized, the speech should be rigorous, and to pay attention to the art. More "please", so that the tone of voice more moderate; to the user to apologize as much as possible with "sorry", do not use "sorry", so that it seems more sincere; encountered the user called to us to greet said "Hello", try not to say again in response to "Hello", you can use "What do you need help" to replace; such as the need to ask the user to speak, you can use the "You please speak" instead of "you say"; do not talk to the user abbreviations, speech should be complete and standardized, do not appear "leakage of insurance, investment, agriculture, industry and commerce," and other words, or some sick sentence and inverted sentences. The speed of speech should be appropriate, in the case of the elderly or the hearing is not very good users, should be appropriate to increase the volume and slow down the speed of speech.
(2) in the user card problems need to repair the card, you should first apologize to the user, the introduction of outlets, you can deliberately declare that "you wait a moment, I will help you find the nearest outlet," and explain to the user to clear the causes of this phenomenon, reminding the user to plug in the future card as long as possible to avoid such a situation. Avoid such a situation, so that users feel that we treat the work is responsible, so that we can understand and cooperate with our work to reduce unnecessary disputes; received a user due to power outage to telephone inquiries, to first apologize to the user, and show that "to ensure that you use electricity is our responsibility, there is a failure we will certainly deal with as soon as possible to restore power supply to reduce the power outage to you to bring inconvenience. The inconvenience to you"; because of the banks 24-hour power purchase network point of use is not all 'one card', its name is different, the answer to the user should not be generalized, you can say 'bank transaction card'.
(3) to answer the phone seriously, pay attention to listen to the user to speak every word, a comprehensive analysis of the user to reflect the problem, to find out the key, clear the cause of the incident occurred the responsibility of the department, as soon as possible so that the user's problems are solved; the clear must be clear to the user to tell, do not command the tone of the user to do what, not casually or reply to some of the uncertainty of the user! Problems and requirements, speech can not be too wordy, to avoid making the user boredom, to think differently, put yourself in the shoes of the user; dialog with the user, to occupy the active position, do not rely on experience, speech is too casual, and pay attention to the answer to the user to leave room for error, to give their own way back.
Second, the business and problem handling:
(1) the new community, consulting about the temporary to formal power problems: can be explained this way: because the community as a whole project is not completed, the developer can not wait for the completion of all the works and then sell commercial housing, so only one can be completed a sale of a building, during the period of time does not have to be converted into a formal power supply conditions, so the construction power supply to the residents temporarily. Temporarily use construction electricity to supply electricity to residents. The completion of the project does not mean the completion of the entire building, but refers to the overall completion of the district project, including: gas, water and sewage, electricity, community facilities, etc., in its completion report on the completion of the relevant units of the completion of the opinion and official seal, only cover all, is the real completion of the project, in order to go to the power company for the relevant procedures.
(2) on the card meter refund problem: can be explained in this way: such as is the overall demolition or electricity card and building lights electricity card mixed up in general can be refunded, other cases in principle, not to handle, but the user if there is a special reason can be directly linked to the corresponding territorial outlets to ask.
(3) on the Shijingshan calibration of the meter problem: such as encountered in Shijingshan District users want to calibrate the meter, then you can explain: because the calibration of the meter department is Monday to Friday administrative time to work, such as the user's morning report on the general arrangements for the same day to deal with the user can be explained to the user to avoid misunderstandings caused by the user. Other urban areas such work generally can not be arranged on the same day, such as the user reported a few days after the repair did not deal with the request to rush, you can ask the user directly with the company card meter calibration department to contact about time.
(4) when the user reflects the meter table switch can not be closed, be sure to give the user to verify the amount of electricity, regardless of the new table old table, because the meter zero degrees will automatically turn off, do not enter the amount of electricity, then the switch is not closed, but this is the case is a normal phenomenon, please users to purchase electricity can be. If it is verified that it is not the above situation, we must ask the user to disconnect all indoor electrical appliances and leakage switch to try. Because household appliances and lines are likely to lead to a short circuit, so that the meter switch off or can not be closed, only the problematic lines will be disconnected after closing the meter switch, in order to accurately determine whether the meter switch malfunction. But remember to try not to let the user try to plug the socket, because the line short circuit may cause fire, there will be a certain danger.
(5) on the question of asking the scope of planned maintenance outages: can be explained this way: because the power company's lines are intricate, specific whether or not to include the user's area can not immediately help you determine. We announce the relevant information to the community just to the neighborhood as a reference, as a reminder, specifically to the real estate unit to determine, because you live in this neighborhood, as property or property rights unit has the responsibility and obligation to ensure that your coal, electricity, water, gas and other utilities.
(6) such as receiving a call from the user to reflect the company's personnel in the repair site due to a reason with the user dispute and injuries to the user behavior: can be explained this way: since there has been a case of injuries, and you have witnesses at the scene, physical evidence, this incident is not within the scope of our services, it is recommended that you can take the legal means to find the public security organs or call 110 to the scene to find out the facts. 110 and so on to the scene to find out the facts, such as the responsibility of our staff and caused minor injuries and above the consequences of ` words, our staff will be held criminally liable, and our company will also be directly responsible for the assessment of units and individuals.
(7) such as receiving the unit electrician to reflect the phone to deal with internal faults, please cooperate with the company blackout, as far as possible to let the electrician to deal with their own. Because the electrician should hold the electrician this, and by the Labor Bureau of professional exams to take this, where the licensee should have low-voltage electric work skills, such as the ability of the electrician outside of the work, and then pay for the arrangement.
(8) on the complaint problem: If you receive a complaint phone, you should first sincerely express gratitude to the user "Welcome to our work to put forward valuable advice and suggestions, which is conducive to the improvement of our work and improve". Complaints about the content of the user should listen carefully to find out the key to the problem users want to solve, try to communicate with the user to help users solve the problem. But also can not blindly comply with the user. Such as my company's services or personnel do have problems should be recorded, but if there is no fault, even if the user complaint can not be accepted. Example: users need to replace the card with a real estate certificate, but some users do not understand want to complain, you can explain to them: with a real estate certificate is also in order to avoid unnecessary entanglement in the future, is for the sake of the user, this kind of complaint is not necessary to accept. For the arrears of power outage users to request a complaint, try to explain clearly to the relevant regulations and policies, and should be paid off to avoid power outages, such as the user is not satisfied with the rest of the company's work, you can solve the problem of electricity and then come to the phone to reflect the reduction of the generation of the complaint form.
(9) now found that some residents of the Dongcheng District are installed in front of the table knife gate, this gate is to facilitate the handling of the user's internal faults, the property rights generally belong to the power company and the real estate unit **** there, the two parties have the right to deal with.
(10) user indoor leakage protector next to two buttons, one is the reset button: when the line short-circuit or leakage, the switch off the gate, press this button switch can be closed; the other is the test button (with a t-type sign): if the meter out of the line with electricity, press this button, the switch will be off the gate, such as no action to prove that the meter out of the line may be unpowered. In general, the user should do a monthly drop test to determine whether the leakage protector is normal.
Third, the work order processing and other aspects:
(1) Because the work order is now sent to the beginning of the assessment, the duty officer in the record of the address should be detailed and accurate, the content should be concise, such as some of the "look forward to seeing", "electrician", "has checked", "electrician", "electrician", "electrician", "electrician", "electrician", "electrician", "electrician", "electrician", "electrician" and so on. Have checked", "please contact", "strongly requested" and other words are not necessary to fill in, there are important things and then specify. General repair orders as much as possible to fill out a unified format, can save us fill out the thinking time, but also easy to manage the chief. Don't make typos and sick sentences, try to fill in the completion of the phone before hanging up.
(2) the duty officer should maintain a high degree of enthusiasm, more use of spare time to learn professional knowledge, and usually ask for advice, team members cooperate with each other, unity and cooperation. For the usual problems or important information, should be recorded in a timely manner to summarize, so as to improve the level of business. In the work to control their own emotions, to ensure the quality of work every day. Abide by the work discipline, do not do things that have nothing to do with work. Correct service attitude, our service from passive to active, improve service consciousness, stand in the position of the user to see the problem.
(3) for the results of the work orders, such as the user has doubts, do not easily listen to the user, you can help it to contact the grassroots level, to understand the specific situation and then explain to the user, and the user talk do not casually state, analyze who is right and who is wrong.
(4) Received in the suburbs to reflect the blackout call, such as no accident reported to the local customer service, you can click on the conference after the transfer, you can learn whether the failure, such as belonging to the outside line failure should be reported to the chief of the announcement, so that once again received a call to the duty officer to facilitate the judgment.
The above three aspects of my team members usually receive calls encountered problems and deficiencies, through the timely correction of Master Wang and strict supervision, we have gradually mastered the relevant business knowledge and has a deep understanding of the knowledge to do so only to achieve the knowledge of the integration, in order to be more clear and understandable for the user to explain the service. In the dialogue with the user, we also changed a lot of problems, such as verbal language, tone of voice, conversation skills, etc., are more and more standardized. Although we have made some progress during this year, we are still far from answering every call perfectly. Whether in business or service, we have to learn from other groups of excellent watchmen or other units of service pacesetters to improve their own quality.
Master Wang often in the convenience or spare time to take the group members for physical learning, which can be more simple and clear so that we master the relevant knowledge. In the new year, we hope to be able to more about the business of the field practice, for example: the new network meter, line bird repeller, the user side of the metering device and wiring, the new community related to the various business processes, etc., now we only have a rough understanding of the above business, if the user to consult specific information, we will not be able to answer the user, through the field field field learning can make us more in-depth grasp of solid, and increase the depth of our business. Increase the depth of our business. Because now often meet some reporters or legal awareness of the user to telephone consulting some issues, we feel a little strenuous to answer, speech is not rigorous, so it is easy for users to exploit the loopholes, resulting in unnecessary trouble, I hope to be able to explain some of the usual common legal basics. In the language of communication with the user, we must continue to high standards and strict requirements for their own, to provide users with standardized, thoughtful, enthusiastic, fast service, but also to ask Master Wang to be supervised and guided.
Part III service sector employees personal work summary essay
My station in the township party committee, under the correct leadership of the government, under the operational guidance of the district bureau, closely linked to the beginning of the year and the township party committee, the government, signed the "family planning goals and management of the responsibility of the book" of the objectives of the requirements of the creation of strict accordance with the "quality service station". "Quality Service Station" implementation approach, continuous innovation, self-imposed pressure, so that the work of family planning services jumped to a new level, is now summarized on the work of my station this year.
First, based on the position, strict management.
In order to be able to do a better job of service, we start from the sound rules and regulations clear job responsibilities, grasp the internal management, strengthen the service consciousness of all staff, and strive to serve a good attitude of high quality service, new service methods.
First, improve the rules and regulations, clear personnel duties we have developed according to the relevant requirements of the industry characteristics of the "division of labor and job responsibility system", "leave system", "health and technology" and so on. We have developed the "personnel division of labor and job responsibility system", "leave system", "health care system" and so on, and decomposed all the work to specific people, so that everyone has something to do, and everything is under the control of someone.
The second is to strengthen the internal management, improve the level of service birth control work, involving all aspects, which puts forward higher requirements for us to fully carry forward the spirit of hard work unity and cooperation, and fully expand the work of birth control is to carry out the work of the follow-up service.
Regular door-to-door follow-up visits to various types of women of childbearing age in Nanjing baby event two is to adhere to the four times a year on a quarterly basis to the majority of women of childbearing age to check the ring and pregnancy three is to make full use of the existing equipment of the service station to the majority of women of childbearing age to carry out free release, removal of the ring and the prevention and treatment of reproductive tract infections through a family of one family, one person, face-to-face services, exchanges and communication, and melting of the relationship between family planning workers and the majority of the people of age, the relationship between the family planning work. Through a house to house, one by one, face to face service, exchange and communication, melting the relationship between family planning workers and the general public of childbearing age, set up a new period of family planning workers of the new image, win the recognition of the general public has achieved a better social effect.
Second, standardize the service, all-round work.
(1) seriously carry out the "ring pregnancy monitoring" work I station for women of childbearing age to carry out ring check, pregnancy check, check the work of the disease, and adhere to the quarterly married women of childbearing age to check the ring, check the pregnancy, a year *** check 2800 people adhere to the July every year for the masses of childbearing age to focus on the "check the disease". "check", *** check women's disease 1500 times, diagnosed 200 times this work is carried out, both the convenience of the masses and to protect the health of women of childbearing age.
(2) carefully do all kinds of surgery in the station in the grasp of learning to improve their own technical level on the basis of our carefully do every case of surgery, strictly regulate the surgical operation process, there is a cold after pregnancy how to effectively prevent complications, to ensure the quality of the operation of the cumulative total of 60 cases of surgery over the past year (of which: on the ring of 50 people, remove the ring of 10 cases) so far, there is not a case of surgical complications! The company's website has been updated with the latest information about the company's services, and the company's website has been updated with the latest information about its services.
(3) solidly carry out the service on the work we actively carry out the reproductive health series of services, launched the reproductive tract infection intervention project, around the marriage, pregnancy, childbirth, childbearing four aspects of the provision of one-stop service, to provide a full range of medical care, health care, counseling and guidance services to women of childbearing age, and effectively safeguard the masses of the reproductive health of the whole year, has been received about 500 times about reproductive health care and eugenics treatment, counseling and so on, and so on. The company has received about 500 visits for treatment and counseling on reproductive health and eugenics throughout the year.
(4) good management of contraceptives, and actively implement the informed choice of a standardized system of receiving, distributing and following up on the distribution of contraceptives, open the channels of distribution of contraceptives, to ensure that the supply of contraceptives on time and in sufficient quantities.
To meet the needs of the majority of women of childbearing age, the second is to actively promote the informed choice of contraceptive measures, expand the field of family planning technical services, technical services from the simple implementation of birth control measures to the full range of contraceptive services, eugenics services, reproductive health services.
Three, with the township party committee and government efforts to improve other work.
Combined with the work of the department in due diligence to do a good job of business work at the same time, in accordance with the township party committee, the government's unified arrangements, we fully cooperate with the symptoms of pregnancy what the township party committee, the government, to grasp the work of the village to take part in the birth control task force to actively participate in the township family planning centralized governance activities and village cadres to eat and live in the village, divided into the township of the village of the 10 to do a good job of family planning mapping, clean up and clearance of the remaining issues. In short, a year on the work of the achievements and shortcomings, in the future work, we will continue to work hard, one hundred feet further, the quality of service work to do more detailed, more practical, for the township masses to hand over a satisfactory answer sheet.