According to Zack Zhang, director of the outpatient department of Tiantan Hospital, the homonym of "8585" in the service hotline number means "help me", which means to solve urgent problems and problems for patients, and "handle them as soon as you consult or complain"
Zack Zhang said that when preparing for this hotline, hospital leaders explicitly asked us to serve patients in a down-to-earth manner. In order to answer patients' inquiries more accurately and timely, the service hotline has established a "knowledge base", covering about 70 sub-items in outpatient, inpatient, medical technology, medical insurance and other departments. At the same time, the representative questions collected in daily work will be written into the knowledge base at any time to improve the knowledge base. Through continuous efforts, most of the current consultation questions can be answered quickly and accurately. For more complicated problems, our staff will ask patients to wait for a moment, immediately go offline to consult relevant departments, and will reply to patients as soon as they know clearly. The service hotline has also established a "flat" working mode. For disputes and complaints, we can break through the boundaries of administrative departments and directly "point-to-point" connect the responsible departments. Can be solved on the spot, by professionals to solve on the spot; If the situation is complicated and needs to be verified, it will be sent to the responsible department through the supervision list after registration and filing, and the whole process will be supervised. According to the requirements, after receiving the complaint, the service hotline will reply to the handling situation of the parties within 24 hours and reply to the handling results within 5 working days.
It is understood that in the office of the service hotline, every staff member has a mirror in front of him. "When each of us answers the phone, we can see our expressions in the mirror. For the' temperature' in communication, always smile. " Staff Li Xueli said. There are many similar details.
In addition, in order to avoid being busy for a long time, the hotline system will automatically assign the phone to the staff who are not busy, and the staff are not allowed to leave without authorization during working hours to ensure that the phone rings within three times.