Summary of Hospital Customer Service Work The work of Hospital Customer Service Department is centered on two benefits and based on three satisfactions. The success rate of consultation appointment has improved in Qixin. Combined with the actual work in xx years, the work in xx years is summarized as follows:
First, standardize the 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. Check the consultation records of each consultant regularly, focus on evaluation and summary, point out the problems in consultation in time, and improve the quality of consultation.
B. the skills of consulting doctors and the communication of marketing, as well as each consulting doctor's evaluation of others' consultation.
C. Individuals analyze their "consultation 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 return visit mechanism of consultation patients;
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. For patients who made an appointment at that time, send an appointment number; Patients who have not seen a doctor should call for consultation.
B. The next day, analyze the patient's appointment on the first day, make a telephone call back to the patients who didn't see a doctor, understand 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 busy and dropped, send an apology message the next day and re-develop the tracking.
D send a message to remind doctors twice a day (before 9: 00 am and 4: 00 pm).
(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.
2. Do a good job in collecting all kinds of information, and make analysis and 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:
A. advertising information collection and advertising monitoring in our hospital;
B. highlights of marketing methods of foreign hospitals;
C. Information collection of consultation telephone
D. Collecting information for preliminary diagnosis
E. Special archives 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 management, analyze the effect of advertising in various media and make suggestions; Summary of the work of hospital customer service department
3. Establish customer service files:
The patients are classified and managed, which are divided into patients with appointment and newly diagnosed patients.
1. Input system:
A. Collect it once a day to ensure that the data is entered in time;
B, patient information after treatment-patient's name, gender, age, occupation, contact information, disease.
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 fed back at that time.
Four. 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.
The establishment of 1.QQ consulting database and business communication database makes the answers more professional and can be copied directly, saving time.
Step 2 make an appointment for a return visit