Summary of the work of hospital customer service department 1 As a hospital customer service staff, the daily work is extremely trivial, including consultation and triage, accompanying consultation, communication and coordination, telephone follow-up, and even helping patients nail buttons. Although these small things are very inconspicuous, if they are done well, patients will get great convenience, pleasure and comfort from them, and then increase their goodwill and trust in the hospital. If it is not done well, it will affect patients' evaluation of hospital service quality, and then destroy the overall service image of the hospital.
However, after working for a long time, on the one hand, some people disdain the customer service work, thinking that this work is neither technical nor economic, trivial, hard and worthless; On the other hand, without a strong sense of professionalism and responsibility, the passion of service personnel can easily be spent on daily chores, and passion is the most valuable service trait. Losing passion in service is like losing one's soul.
After finding the biggest problem and gap that restricts the development of customer service, we focus on making a fuss about innovative ideas and systems.
In fact, it is not easy to be a qualified service person. It requires various abilities such as communication, coordination and emotion, as well as various knowledge such as medicine, health care and marketing. Most importantly, like Nightingale, a pioneer in nursing, she has the courage to devote herself to her career and the spirit of serving patients wholeheartedly.
1. To serve patients, we must be the "golden key" in the hands of patients.
The "Golden Key" is the highest honor awarded by the international hotel industry to outstanding service personnel. It means omniscient and omnipotent, is the "green card" of customers, is the gold standard of service quality and personal reputation of service personnel, and the number of "golden keys" becomes the best annotation of hotel service level. Customer service staff is like a "golden key" given to patients by the hospital: patients come to see a doctor, and we are receptionists; Patients come to consult, we are consultants; The patient is inconvenient to move, and we are accompanying doctors; Patients are not satisfied with the service, and we are the coordinator; For those with children, we are nurses, and for those visiting abroad, we are commentators. In short, this "golden key" is to do everything possible to meet the needs of patients, open their hearts with sincere dedication and sincere service, and win their trust.
I remember a Mr. Qiu who didn't take a ct film in time after leaving the hospital because of something in the unit. The medic didn't know the situation and cleaned it up. A few days later, Mr. Qiu mentioned it to us. Although there is no hope, the feelings of regret are beyond words. He realized the patient's mood and difficulties, and we took the initiative to contact him. Later, with the full cooperation of the director, Mr. Qiu was very satisfied with reprinting the ct film for the patient.
2. To serve patients, it is necessary to be a hospital "living method" that patients can't fail and can't ask.
As the first stop of hospital service, we have to contact thousands of people of different ages and personalities every day. How to make these people with various problems and different needs come back satisfactorily is the biggest test of customer service staff's patience and wisdom. We should not only be familiar with the history, culture, characteristic technology and equipment strength of the hospital, but also be familiar with the specialty, diagnosis and treatment scope, characteristics and expert characteristics of the department, and even understand the medical characteristics of other hospitals in the provincial capital. When we meet their needs and win their trust and recognition through our decent speech and extensive knowledge in a very short time, they will tell us with their own medical choices that customer service is a bridge between patients and hospitals, and they trust and recognize hospitals.
I remember we treated a patient with spinal stenosis. Because it's a new diagnosis, we recommend him to go to orthopedics for diagnosis. After the diagnosis, the patient didn't want to have surgery and wanted to see other hospitals, so he introduced the massage department and Chinese medicine department of our hospital. Finally, the patient chose massage therapy. After a period of time, the effect is remarkable and the patient is very satisfied. Another time, a patient from kidney calculi wanted to come to our hospital for lithotripsy. Although there is no gravel equipment in our hospital, according to the patient's personal needs, we introduced him to the two most famous hospitals in the city and the hospital closest to home, and the patients all recognized our serious and realistic attitude.
3. To serve patients, it is necessary to do a good job of "connecting bridge" to communicate the feelings between doctors and patients.
Because of the particularity of medical service and the asymmetry of doctor-patient information, patients can easily blame medical staff, and medical staff will be disappointed and wronged because of their incomprehension. So far, there is no special institution or course to train customer service personnel, and customer service training is different from medical and nursing knowledge training. In order to improve the effectiveness of customer service, we have made detailed provisions on training content, training time and assessment requirements.
4. Improve the management level and improve the effectiveness of customer service.
In order to standardize management and improve the professional level of customer service personnel, we have formulated and implemented internal post rotation, shift change and work log writing systems. Although the temporary difficulties, such as unfamiliar personnel and heavier tasks of managers, are caused by different job responsibilities, we believe that temporary difficulties will bring long-term benefits.
5. Improve the assessment criteria and improve the passion of customer service.
In order to break the same state of doing more and doing less, on the basis of improving job responsibilities and service processes, we have formulated an assessment method that takes into account financial goals, customer goals, management goals and personal learning and growth goals with reference to the internationally used balanced scorecard, and it is currently in the trial stage.
Through the development of the activity of "Creating Double Trees", we found the gap in the process of summing up the work, found the value in the thinking of establishing coordinates, and was affirmed in the exploration of innovative work, which comprehensively improved the service consciousness, service ability, service image and ideological realm.
Summary of the work of hospital customer service department 2 1. Standardize consulting work;
(a) to formulate the rules and regulations of the consulting department:
Including consulting service standards, consulting department assessment rules, telephone call back service standards, consulting department's work scope, consulting department's work requirements, etc. , refine the service standards of each specific work, and the basic work norms of the consulting department.
(two) standardize the consulting business skills, improve the success rate of consulting:
In the first week of 10, the consultation success rate was about 18%, and the appointment success rate was 43%. So far, the success rate of consultation is about 50%, and the success rate of appointment is over 60%. The success rate of consulting appointment has been greatly improved, and the standardization effect of pre-business skill training and consulting service is very remarkable.
1, professional knowledge learning:
A, once a week, the consultant gives lectures to cultivate the learning enthusiasm and autonomy of the consultant, and the lecturer can master the professional knowledge to the maximum extent.
B, at the end of each training, conduct a professional knowledge assessment, and the assessment results will be evaluated by the doctors who teach in the department.
C, call other hospitals every month to summarize, try to figure out, understand and learn the consulting skills of other hospitals from their consultation, compare them on the basis of learning, find out their own advantages and give full play to them.
2, regular consultation record evaluation meeting:
A, regularly check the consulting records of each consultant, focus on evaluation and summary, and point out the problems existing in the consultation in time to improve the consulting quality.
B, consulting doctors' skills and marketing communication, and each consulting doctor's evaluation of others' consultation.
C, personal analysis of their own consulting records.
D make statistics on the success rate of consultation appointment once a week, analyze the reasons of curve change in time, find out the key points and analyze the problems of each small link.
3, improve the consultation patient return visit mechanism:
The return visit mechanism is mainly used for patients who have made an appointment and patients who have seen a doctor. After the application, the success rate of appointment increased from 43% to 74%, which greatly improved.
A, sending an appointment number to a patient who made an appointment at that time; Patients who have not seen a doctor should call for consultation.
B, the next day, analyze the patient's appointment on the first day. For patients who have not seen a doctor, make a telephone call back to find out the reasons for not seeing a doctor and the trend of seeing a doctor, and conduct re-marketing in time.
C. If the line is blocked due to the busy line, an apology message will be sent the next day to follow up again.
D, twice a day (before 9 am and 4 pm), send a message to remind the doctor.
(three) according to personal characteristics and job requirements for post adjustment:
Network consultation and telephone consultation have different characteristics. According to the proportion of network consultation and telephone consultation, timely adjust the position.
Second, do a good job in collecting all kinds of information and analyze the feedback in time.
Since 10, various reports have been drawn up, including advertising information statistics, all kinds of data statistics of undergraduate department, all kinds of data statistics of guiding diagnosis, source code statistics of initial diagnosis information, and other hospital marketing information collection.
1, according to the requirements of the hospital to collect all kinds of information:
Our advertising information collection, advertising monitoring.
B. highlights of marketing methods of foreign hospitals.
C, consultation telephone information collection.
D, preliminary diagnosis information collection.
E, special file management, confidentiality principle.
2, the collected information should be timely and accurate statistics, timely provide all kinds of valuable information to the hospital departments and ensure the accuracy of the data.
3. According to the requirements of hospital operation, analyze the effect of advertising in various media and make suggestions.
Third, establish customer service files:
Classified management of patients, divided into scheduled patients and newly diagnosed patients for archiving:
1, input system:
First, once a day, to ensure that the data input in time.
B patient information after seeing a doctor: patient's name, gender, age, occupation, contact information and illness.
2, establish a return visit system:
Return visits include SMS greetings and telephone return visits.
A, make a return visit standard, unify the contents of the return visit, and train doctors in specialties and skills to ensure the quality of the return visit.
B. In a planned and step-by-step manner:
Cooperate with the business department of the planning department to make a patient satisfaction survey, with five people every day, mainly to make an appointment with patients.
Analyze and summarize the results of the return visit in time and report to the relevant leaders. Special circumstances should be reported at that time.
Fourth, the network consulting work
1in the middle of October, the network consulting work was handed over to the network department. In September, about 25 patients received treatment through the network. /kloc-77 people were booked online in October and October, and 55 people were successfully treated, double the number in September. 1 1 month online booking 100 people, 69 people were successfully treated, an increase of 25% over1month.
1, qq consulting database and business communication database are established, which makes the answers more professional and can be copied directly, saving time.
2. Make an appointment for a return visit.