1. Summary of quality service experience examples
In order to deepen the service concept of "patient-centered", strengthen basic nursing and improve nursing quality. In 20xx, xx Department put forward the activity of "Quality Service Demonstration Project", aiming at consolidating basic nursing and providing satisfactory service! The activities have brought us closer to the patients, built a better communication bridge, and gained more recognition for our work. At the same time, it also makes our nurses understand that our work is not only injection and medicine distribution, but also more invisible work that needs to be done with love, care and patience.
Our long-term nursing model has formed a fixed concept for us. I feel that I have been in school for four or five years, and after professional education, I have done the work of washing my face and feet after graduation. Will these jobs, which originally belonged to my family, be undertaken by us, make our already low social status even lower? With all kinds of doubts, we began to work.
Start from every little thing, from every detail. For example, seriously ill patients wash their hair and take a bath in bed. Pour drainage liquid, manicure, taste medicine, wash face and feet, etc. Our service has also been supported and affirmed by patients, and patients' satisfaction with us has been greatly improved.
Since carrying out the activity of creating excellence, the ward has been more tidy and standardized than before, the patient satisfaction has been greatly improved, the overall quality of nurses has been improved, the relationship between nurses and patients has become more harmonious, and a warm atmosphere is everywhere.
2. Examples of excellent service experience.
Honesty, high quality, high efficiency and standardization are the service concepts of our group company. How to further promote this service concept in rural power management, effectively improve the quality of service in rural power supply stations, and better "light up life and serve thousands of households"? First of all, strengthen the awareness and concept of quality service in rural power supply stations, and change the unclear and biased understanding of quality service. Some grassroots comrades believe that the power industry is a monopoly industry, and there is no need to worry about the sales market of power products, let alone quality service. This is an extremely wrong and terrible understanding. Quality service is the fundamental purpose of the group company, which not only embodies the industry attributes, but also defines the foundation of enterprise development and career. Without power customers, there will be no survival of power supply enterprises, and power customers are the veritable "gods" of power supply enterprises. Moreover, the construction of power supply enterprises is closely linked with their clients. The more customers demand power products from power supply enterprises, the more they demand power supply enterprises, the more they can promote their own construction, and the faster the construction of power supply enterprises will be; The higher the requirements of the external environment for power supply enterprises, the greater the pressure on power supply enterprises, the more they can promote their own strengthening, standardize their own management and behavior norms, and further promote the quality service level of power supply enterprises. Only in this way can we form a virtuous circle of high quality and continuously improve the external image and social status of power supply enterprises.
The second is to establish a normal mechanism for high-quality service in rural power supply stations, so as to manage people by the system and act according to the system. Establish and improve the quality service of rural power supply organizations at all levels, implement the quality service responsibility system from top to bottom, and incorporate it into the annual responsibility target assessment at all levels; To establish and improve the specific contents and standards of quality service, we should not only strictly follow the standards of quality service formulated by the group company, but also formulate the standards of demonstration window of rural power supply station, quality service standards for personnel at all levels and in various positions, business process standards, etc. Combined with the actual situation of this unit.
Thirdly, establish a power supply emergency repair service mechanism to maintain the safe and stable operation of rural power grid. In the process of rural power grid reconstruction, poor distribution lines and insufficient funds for agricultural reform lead to low design standards and incomplete reconstruction, thus affecting the safe and stable operation of rural power grid. Even if this leads to complaints from power customers, it will certainly be fully understood and supported by customers under the service of "integrity, high quality, high efficiency and standardization" of grass-roots power supply stations.
Quality service is the cornerstone of the survival and development of power supply enterprises. At the beginning of its establishment, the group company positioned itself as a service-oriented enterprise, with the aim of serving local economic and social development and the responsibility of providing high-quality and efficient services to the vast number of power customers. Our grass-roots rural power supply work should be the concrete embodiment of this service spirit. As a member of an enterprise, we should fully realize the importance, long-term, arduous and urgency of strengthening quality service, and strive to fulfill the promise of "lighting up life and serving thousands of households".
3. A collection of examples of excellent service experience
The core of banking service is to maintain and strengthen contact with customers. How to win the market permanently is a problem that every enterprise always needs to face. Banks should always take customers as the center and adjust themselves, and their services should shift from simply operating financial products to maintaining and deepening the relationship with customers. It is not enough to focus only on meeting customer needs, but also to study the complex factors behind customer needs. Only by firmly grasping the core of maintaining the relationship with customers, taking the market as the guide, and meeting the multi-level needs of customers with high quality, diversification and characteristics, can we obtain the sustained motivation for our own development. The concept of "customer" is a concept of "big customer". Not only the customers directly served by the bank, but also the departments that have a restrictive relationship with the banking service and even the employees of the bank itself should be regarded as customers. When dealing with the relationship with customers, banks should establish the consciousness of big market and big customers and the concept of "service is the whole process", build a new relationship between banks and enterprises, coordinate and manage the factors restricting the relationship between banks and enterprises, and enhance the stability of customers. Without good service as a guarantee, even customers who are temporarily sidelined may run away. Good service is reputation.
4. A collection of examples of excellent service experience
It is necessary to publicize quality and civilized services. High-quality and civilized service is related to the corporate image. Therefore, it is necessary to fully launch and involve all staff. Internally, through centralized examination, surprise inspection, simulation test, centralized training and other forms, urge employees to master the content of quality service; Widely publicized through newspapers, radio stations, television stations and other media to expand social influence. Clear objectives, make plans, implement them step by step, and put the responsibility on people. Make an overall plan for civilized service work, set phased goals, and refine and enrich them according to their own reality. Decompose the target layer by layer, and put the responsibility on the people, so as to achieve the goal of staffing, equipment positioning, operation finalization and service timing, and strive to achieve an orderly work order.
Improve the mechanism, strict assessment, open standards, and honor rewards and punishments. Constantly improve the rules and regulations to standardize and institutionalize the service behavior. It is necessary to establish a strict reward and punishment system, formulate and improve strict post specifications, specific service standards and business operation procedures in combination with the actual situation of the Bank, and at the same time, systematically improve, sort out and write relevant rules and regulations on business management, business operation and internal management according to the professional division of labor, requiring all employees to memorize all operation procedures in their posts and standardize and skillfully use them. Every day, from the reception of the first customer to the departure of the last customer, there should be unified, detailed and clear standards in all aspects of the work, so that every employee can receive customers politely, moderately and moderately, handle business in a standardized, fast and accurate way, and let customers feel harmonious, friendly and warm.
Implement the "number one" project and do a good job in quality and civilized service. High-quality and civilized service is not only a simple service problem, commercial banks win in the market competition by striving for perfection. Quality service is the foundation of Li Xing's development and efficiency improvement, which must be placed in an important position, incorporated into the overall thinking of work decision-making, and fully implemented the "number one" project. To set up a leading group for high-quality and civilized service with the president as the leader, all grass-roots branches and business departments should also sign letters of responsibility for high-quality service at different levels, quantify and refine all indicators, decompose the responsibilities to people, and incorporate them into the assessment of the president's target management system. In the work arrangement at the beginning of each year, the quality and civilized service work is regarded as the main line running through all the work throughout the year, and unremitting efforts are always made.
Doing a good job in service is a comprehensive job that is related to the social image of banks and affects various business activities of banks. Therefore, every institution, department and employee of the whole bank should support and cooperate with each other, enhance service awareness, take the overall situation into account, give full play to the overall role, and strive to improve the service level and quality of the whole bank. Establish a "one center, four levels" service pattern, that is, focus on customer service, serve front-line customers, and provide customers with efficient and high-quality financial services in various service windows and departments; The second line is the first-line service, and all management, science and technology and logistics departments should try their best to provide services and guarantees according to the first-line demand; Leadership is to serve the masses, leading cadres should observe the people's feelings, care about the work and life of employees, and mobilize the enthusiasm and creativity of employees; The superior serves the subordinate, and the superior bank should plan and guide the high-quality and civilized service activities of the grassroots bank as a whole, so as to be planned, planned, inspected and rewarded, constantly improve the work style, improve work efficiency, and actively support and cooperate with the work of the subordinate bank.
5. A collection of examples of excellent service experience
Based on the tenet of people-oriented and patient-centered, our hospital comprehensively improves the service quality from the perspective of patients, dedicates more to the majority of patients, takes the satisfaction, reassurance and peace of mind of patients as the service requirements, and strives for high-quality service hospitals around the requirements of patients. It is a brand-new service mode and thinking mode for hospitals to adapt to the reform of socialist market economic system to carry out patient-centered quality service and doctor-patient communication. With the rapid development of modern science and technology, medicine is changing to a bio-psychological-social medical model at an unprecedented speed, and to a people-oriented humanized interpersonal relationship. The coordination of this relationship directly affects the development and benign operation of practical activities in the whole medical and health field. Good understanding and support between doctors and patients and the need to improve the treatment effect are inseparable from quality services.
Establishing good communication between doctors and patients with high-quality service is the need to realize patient-centered, relieve patients' psychosomatic pain and create psychosomatic state. It is to promote understanding and support between doctors and patients. So the most important thing is to improve the therapeutic effect. On the other hand, strengthening the communication between doctors and patients and improving the service quality are the needs of shaping the hospital image and improving the doctors' own quality and professional ethics.
Improve quality service, reduce medical disputes, resolve conflicts between doctors and patients, and make important choices to accelerate the development of medical and health productivity. However, the tension between doctors and patients will definitely affect the progress and development of medical undertakings, and the pace of improving the doctor-patient relationship should be appropriately accelerated. To improve quality service and ensure people's health, patients go to the hospital to see a doctor, hoping to communicate with medical staff on an equal footing, gain respect, enjoy full right to know and know the minimum requirements of their illness. If they don't know their own condition, it is not easy for them to understand the medical plan, and they may not be able to achieve better treatment results. Doctors should selectively inform different subjects of possible situations such as medication, examination and change of medical plan. Patients are particularly eager for the care, warmth and consideration of medical staff, so they are extremely concerned and sensitive to the language, expression, movement, gesture, behavior and way of medical staff. If the medical staff are negligent in service, it will lead to misunderstanding and even medical disputes.
Give up personal interests, deeply consider the importance of collective interests, establish a correct outlook on life, correctly look at the trend of the situation and environment, vigorously advocate the important professional ethics of loving one's post, being honest and trustworthy, serving the masses and contributing to society, and the equal relationship between competition and cooperation, economic benefits and social benefits, so that civilized medical practice and medical dedication become a fashionable and responsible activity, and quality service becomes the eternal theme of our hospital.