First of all, thank you for your trust and support. Your trust and support have brought enthusiasm and confidence to my work. With the establishment of a new image of medical guidance and the steady growth of consulting business turnover, we enter the new year with joy, experience, dissatisfaction with the status quo, plans and hopes for the new year. I will sum up last year's experience and shortcomings, constantly improve and improve my management level, and effectively improve the quality of the department's work. In my current job, I am mainly responsible for the management of customer service and consultation hotline. According to the proposed work plan and the arrangement of the leaders, the work of this department is smooth. Since I have been employed for a short time, I will summarize the main contents of my three-month work. Please criticize and correct me. The specific summary is as follows:
I. Main Work Completed
(1) Customer service and medical guidance management
As the characteristic service department and window department of our hospital, the customer service department tries its best to cooperate with the hospital's service construction according to the hotel's service standards and management mode, adheres to the principle of combining centralized training with post supervision, realizes weekly training and monthly assessment, effectively improves the comprehensive quality of the guide doctors, and standardizes the etiquette requirements of the guide doctors in terms of language, behavior and image in their work through training and assessment, and strengthens the inspection of daily etiquette. By paying attention to etiquette, we have improved the comprehensive quality of consulting doctors, improved the quality and taste of service, and made our own efforts to build a "famous brand hospital" in our hospital.
In practical work, in order to show enthusiastic service, medical guides pour a cup of hot water for customers to feel warm, take the initiative to pick up and drop off customers with mobility difficulties, carry goods for customers, and give on-site guidance to answer customers' questions. Special job requirements require doctors to stand for a long time, and are not allowed to lie on the workbench or leave their posts without authorization, resulting in varicose veins in their legs to varying degrees. At the end of the day, my legs are sore and sleepy, but I have no complaints; On average, there are about 100 new and follow-up customers every day, and the service terms such as "Hello", "Can I help you", "Please wait a moment" and "Sorry" appear repeatedly, which reflects our hospital's warm, thoughtful and humanized service in polite service.
In the cooperation between departments, it is necessary to overcome the difficulty of one person and one post in each department, cancel the rest of the doctors, and also support the work of other departments, such as nursing department, planning department (magazine distribution) and other departments. In order to work, doctors overcome the hardship that one person is not suitable for multiple tasks, work hard, and offer their enthusiasm for work without complaint.
When dealing with patients' complaints, I take the initiative, enthusiasm, thoughtful and patient working attitude and the working principle of being responsible for the hospital, the patients and myself, seriously receive every complaint and quickly transfer it to the dean's office to answer every consultation, thus taking care of the unity of the interests of the hospital and the patients to the maximum extent. In view of the new situation of our hospital's increasing popularity, the customer service department has established a relatively standardized customer suggestion file, carefully understood the customer situation and collected customer suggestions, which eased the customer's mood to a certain extent, provided convenience for other business departments and optimized the service quality. Through the service of receiving complaints first, the distance between doctors and patients is shortened, the service content of our hospital is enriched and the affinity of the hospital is increased.
As the first window unit of the hospital, the medical guide desk has heavy work, complicated things and many clues. In view of this actual situation, I started with strict regulation and implementation to strengthen management. On the basis of clear objectives and tasks, take the lead in setting an example, what doctors are required to do first, and what doctors are required not to do. In the work, quantifying the work, clarifying rewards and punishments, and fully mobilizing the hard work of all the doctors have brought glory and enthusiasm to our hospital, coordinated the work among departments, and promoted the overall work quality and efficiency of our hospital.
(2) hotline work
As an important service window of our hospital, the work of consultation hotline basically belongs to the normal and steady development stage at present. Since March, the number of outpatients from telephone consultation to appointment has also increased to varying degrees. With the urging and help of General Manager Wu and Director Dong, and with the cooperation of doctors, the patient's rate of seeing a doctor reached 98%, which improved social and economic benefits. I have mainly done the following work:
(a), the development of departmental consultant post system.
(2) Discuss the telemarketing plan with the consultant to improve the patient's visit rate.
(3) Unannounced visits and exchanges, and learn about the hotlines of many hospitals from the Internet and on the phone.
(4), according to the patient information, preliminary market research and analysis, in order to better carry out the work.
(5) Maintain the good relationship of discharged patients, let patients express themselves and develop patients around patients through the good pre-,during-and post-diagnosis services in our hospital in an attempt to improve the economic and social benefits of our hospital.
Second, some shortcomings in the work.
(1) Due to my lack of understanding of local customs and professional knowledge, although I am cautious in my work, I still feel nervous, and sometimes mistakes are inevitable.
(2) Sometimes the requirements for doctors are too dogmatic, which is reflected in the lack of flexibility in personal work, and sometimes it is impossible to arrange work according to personal characteristics and individual differences. In the future, we will further strengthen investigation and study, arrange different positions according to different people, and give full play to everyone's advantages and specialties.
(3) Due to the unpredictability and antagonism of customer service, it is necessary to have strong communication and persuasion skills and the ability to make the best use of the situation. Sometimes I feel that this aspect is insufficient in my work, and I need to further improve and upgrade my quality in my future work.
(4) The shortcomings of the telephone hotline are mainly reflected in the following aspects: less relevant knowledge and experience, and weak ability to foresee work; Insufficient understanding of market information; Lack of professional knowledge and lack of staff training.
Three. Work suggestion
(a), hospital leaders should increase the number of first-line inspections and inspections, and give full play to the quality inspection efficiency of the quality inspection team.
(2), the doctor should inform the rest of the doctor for accurate triage.
(3) Hospitals should try their best to serve the needs of different groups and meet the needs of low-income consumers, especially those who consult and make appointments.
(four), strengthen the training of all medical staff business skills, service management and medical regulations and other knowledge.
(five), to carry out new medical technical service publicity, education for all staff, so as not to affect the work efficiency.
(6) Let all staff establish the consciousness of "customer dissatisfaction crisis", let staff participate in hospital service quality management, and create customer value.
(7) I hope to give more training opportunities to improve my own quality and better serve the hospital.
Our customer service department has accumulated work in the past year, and we are confident to achieve better results next year. We will be neither arrogant nor impetuous, and strive to do better.
extreme
Over the past year, with the care and help of hospital leaders and the support and cooperation of all staff, the hospital customer service department has successfully completed all the work. Although there are many trivial things in the work of customer service department, for us, every time is an exercise of patience and perseverance, and we feel that we are gradually maturing. The situation in the past year is summarized as follows:
First, earnestly perform their duties and actively carry out their work.
1. Assist hospital leaders in hospital reception and management, make preparations for various meetings such as dean's office meeting and hospital weekly meeting, and keep them confidential and filed in time.
2. Do a good job in material printing, information reporting and file management. , to ensure timely reporting. Do a good job in sending, receiving, copying and copying all kinds of documents. Please read it in time, and all departments should make records and arrange it on time. This year, the file transfer procedure and file transfer registration were standardized.
3, complete the reception work of the hospital, and according to the working procedure to coordinate the work contact with relevant departments, and timely feedback to the dean.
4. Complete the collection, sorting and filing of 20xx office documents.
5, strict overall arrangement of hospital vehicles. No bus ride, no one trip.
6. Strict official seal management; Do a good job in the annual examination of hospital licenses, employee cards and hospital licenses.
7. Earnestly manage the property and materials of the administrative building.
Second, the existing problems and suggestions
(A) its own problems
Over the past year, with the care and support of hospital leaders and all staff, the work has also achieved certain results, but there are still many gaps from the requirements of leaders and staff:
1. Due to the limitation of the nature of work, there is less time and opportunity for in-depth clinical investigation, and the understanding of things is limited to the rational understanding of experience, lacking real perceptual knowledge.
2. There is not enough communication with the leader at work, and sometimes I only know how to bury my head in work.
Because I am still very young, I lack strong management and courage in my work.
(b) Thoughts on future work
1, no rules, no Fiona Fang. The special position and nature of the customer service department require that the office must be a combat department with sound system, strict management, strict discipline and smooth order. Based on the principle of preciseness, meticulousness and feasibility, we will further improve the office work norms, assessment system, confidentiality system and document management system on the basis of the original system, so as to make the work more standardized and orderly.
The customer service department is the dispatching department in the hospital. He is both a commander and a combatant. It is the embodiment of leaders' will and opinions, and it is also the feedback of problems in clinical departments. Therefore, it is more necessary to establish a good self-image, become an example for employees at work and become a trustworthy partner for employees emotionally. In particular, we should set an example and work in a down-to-earth manner.
3, work to learn to use your head, take the initiative to think, give full play to the leadership of the staff role, actively make suggestions for the leadership, explore the methods and ideas of work.
4. Actively communicate with leaders, report problems and thoughts in work in time, and hope that leaders can criticize and correct my shortcomings in time to make my work more perfect.
5. Take the initiative to serve the clinic and treat others with courtesy. Realize the sense of ownership of "the hospital is my home" in the true sense, instead of leaning towards verbal slogan formalism.
Take the initiative to be an assistant to the dean and strengthen the management of work style. Strictly implement cost accounting, establish the concept that saving is also management, constantly improve management awareness, strengthen learning, and become a truly excellent manager.
Tisso
20xx is a crucial year for hospitals to implement "performance appraisal, strive for" balance of payments and implement "overall development". Over the past year, around the overall goal of "one main line, two major goals, three guarantees and seven tasks" put forward by the hospital leaders, the service center has unified its thinking, and Qi Xin has made concerted efforts to take "service" as the standard and implementation, improvement, development and innovation as the main line, and completed the following work.
I. Service implementation
According to the requirements of the hospital's "Quality Year Overall Deployment and Management Year Document Standard", the customer service center should first pay attention to the implementation of daily services. From June 1 day to June 1 day, 4,978 patients were assisted to go through hospitalization procedures, and 1762 patients were accompanied to hospital; Full-time outpatient escort 1 125 person-times; * * * 5,365,438+04 Establish a follow-up medical record after discharge. Excluding telephone number errors and other factors, a total of 4342 patients were followed up, of which 4265 were satisfied, 59 were basically satisfied, and 8 were dissatisfied/kloc-0. The return visit rate was 88.5%, and the timely feedback rate was 100%. Medical records were screened 1049 person-times, and telephone follow-up and health promotion were carried out 150 person-times. 5,683 consultation records were accepted, including 57 complaints, 65,438 favorable comments and 633 seeking medical advice; There are 7 18 discount cards for sunset red, and the reception desk of Huimin, Shuangzhuan and New Rural Cooperative Medical System receives 169 people. Secondly, do a good job in the implementation of key service work. This year, the situation of prevention and control of hand, foot and mouth disease, influenza A and other infectious diseases is extremely severe. According to the requirements of superiors, we will carry out professional knowledge training, equip with masks, thermometers and other prevention and control materials, strictly control management processes such as triage and guidance, implement management systems such as registration and reporting, and guide 16 people to seek medical treatment with fever. Third, do a good job in the implementation of clinical services. According to the return visit and consultation acceptance, we cooperated with clinical departments to solve 320 problems such as health consultation, contact examination and medical treatment for discharged patients, helped hospitalized patients to solve problems such as laboratory sheets and medicines 18, put forward suggestions for hospital service improvement 10, and accepted 7 complaints about coordinated service, which strengthened the doctor-patient contact, promoted the doctor-patient communication and reduced the contradiction between doctors and patients. Fourth, do a good job in coordinating the implementation of publicity activities. Since the beginning of this year, more than 8,070 publicity materials of various specialties have been distributed in order to improve the health care awareness of the whole people and cooperate with clinical departments to carry out publicity activities such as Science and Technology Week and Cancer Prevention Week. Cooperate with other departments to successfully complete the research led by the Ministry of Health, welcome and explain the visiting delegation of Huimin Hospital from other provinces; In various traditional festivals, 400 New Year greeting cards and 3,700 blessing messages were sent to discharged patients and key customers. In the activity of loving posts and promoting development, 477 participants were verified.
Second, the service is perfect.
Through the "100 Satisfaction" and "Four Search Activities" launched this year, the customer service center has carefully searched for the problems existing in the work, actively adopted a series of improvement measures, and achieved remarkable results.
1, defines its own working coordinates and functional positioning. That is, we do what no one does, we take care of what no one cares about, and everyone tries to be a nosy housewife; Stabilize market resources to retain customers, develop customer resource extension services, and provide data for market research.
2, the implementation of undergraduate performance appraisal and secondary distribution. In order to truly achieve the incentive effect of "getting more for more work", according to the characteristics of four positions in the department: medical guidance, consultation, discharge follow-up and physical examination follow-up, we have formulated specific work objectives and requirements, and on this basis, we have discussed and made the performance evaluation methods for customer service centers. In order to ensure the fairness and effectiveness of the new method, the simulation test was carried out two months in advance, and it was re-adjusted and revised according to everyone's feedback, and it was officially put into operation in April this year.
3. Strengthen medical guidance etiquette training and military posture training. In order to improve the quality of new doctors and improve their service image, with the strong support of relevant departments of the hospital, we conducted two-week online etiquette training and military posture training for 18 new employees. Through strict requirements, hard training and hard exercise, 18 employees all passed the examination and acceptance, and their mental outlook has been greatly improved.
4. Improve the relevant information and guidance foundation. With the continuous development of hospitals, there are more and more specialized departments. In order to know the dynamic information of these specialties and experts in time and introduce them to patients in detail, we collected and sorted out the information of five newly established departments and 12 experts, and added them to our hospital and outpatient guidance.
Third, service development.
The service practice in recent years has made us deeply realize that the real service innovation lies in the opinions put forward by patients. Therefore, since May last year, the hospital began to issue evaluation cards to every discharged patient, asking everyone to give their opinions on the service during hospitalization and the ethics of medical staff. In order to enable patients to reflect boldly and speak frankly, the hospital designated our department to recycle evaluation cards, sort out the opinions and suggestions put forward by patients, and feed them back to relevant functional departments in time. Since the beginning of this year, we * * * collected 5442 professional ethics evaluation cards and collected more than 100 favorable comments and suggestions on services. The development of this activity will play a positive role in strengthening communication between doctors and patients, improving work in a targeted manner and improving service ability and level.
Fourth, service innovation.
There is no end to serving patients, which requires us to constantly explore and innovate in our work. Although some things are small, they can still leave a deep impression on patients as long as they are careful. For example, we prepare sugar solution for outpatients who do glucose tolerance test, and handle various procedures such as stamping on behalf of patients with mobility difficulties. Since June 5438+ 10 this year, with the strong support of hospital nursing department, procurement center, general affairs department and other departments, we have also launched a new measure of convenience service-"sending love department store before going to bed". The customer service staff will patrol the ward at a fixed time every day. If the patient is in urgent need temporarily, he can also call the purchase phone. The hospital has formulated strict and standardized supervision measures on the quality, price, service standard and service discipline of purchased goods. Since the launch of this activity, thousands of patients have been served, and the telephone delivery service has been accepted more than 10 times.
With the joint efforts of all the staff in the service center, although some work should be done this year and some achievements have been made, the existing problems can not be ignored. First, in the process of service, it is also highlighted in narrow vision, conservative thinking, lack of knowledge, lack of new ideas, insufficient ideas and methods; Second, the service awareness of customer service staff needs to be further strengthened; Third, the training level of guiding doctors needs to be improved. These problems require us to gradually improve in our future work and strive for greater achievements.