Five articles selected from 2020 Summary of Personal Work at Hospital Front Desk (1)
20 19 years, my job was to guide and protect the front desk. Front desk consultation is a challenging job, because all kinds of patients have it, and all kinds of consultation questions are varied and sometimes ridiculous. I can answer them seriously and patiently. The patient's satisfied smile is the driving force of our work.
Our work includes consulting, accompanying doctors, sending doctors, communicating and coordinating, checking patients with mobility difficulties and inpatients, providing wheelchairs and flat cars free of charge, distributing various newspapers, health education publicity materials and department profiles; These things are unremarkable, but done well, they can provide great convenience for patients, make them feel happy and gratified, and then increase their goodwill and trust in the hospital. If it is not done well, it will affect patients' evaluation of the hospital and destroy the overall service image of the hospital.
After working for a long time, some people will despise our work, thinking that it has neither technical content nor economic benefits, and it is trivial and hard. Without a strong sense of professionalism and responsibility, the passion of our employees can easily be exhausted in ordinary trivial matters day after day, and passion is the most valuable service quality. Losing passion in service is like losing one's soul.
First of all, establish new concepts and improve employees' sense of professional responsibility.
1, serving patients well means knowing the hospital environment and related matters. Our staff is the patient's "green card". When the patient comes to see a doctor, we are the reception staff. Patients come to consult, we are consultants; The patient is inconvenient to move, and we are accompanying doctors; Patients are not satisfied with the services of other departments. We are coordinators, and our ultimate goal is to do everything possible to meet the needs of patients. Open patients' hearts with sincere dedication and sincere service and win their trust.
2. To serve patients well, it is necessary to be a hospital "walking dictionary" that patients can't get into the exam. As the first stop of hospital service, we have to contact people of different ages and personalities every day. How to make these people with different needs come here satisfactorily is a test of our staff's knowledge, wisdom and communication skills. We should not only be familiar with the environmental characteristics, technology and equipment of the hospital, but also be familiar with the specialty, diagnosis and treatment scope, characteristics and expert characteristics of the department. Meet the needs of patients, and win the trust and recognition of patients through appropriate conversation and extensive knowledge. It builds a bridge between patients and hospitals.
Second, through various trainings, the overall quality of employees has been improved.
The key to improving service quality lies in the improvement of service personnel's quality, but it can't be achieved overnight. We should master certain theoretical knowledge and professional skills, and improve the quality of consultants by formulating relevant responsibilities, systems, codes of conduct, professional training and etiquette training, so that our staff can have a high degree of professionalism. Our work, like other nursing work, should not be underestimated, and it is a window to reflect the quality service of the hospital. Only by understanding from this height can we actively and enthusiastically help patients who come to see a doctor.
Third, scientifically manage the outpatient area and create an orderly medical environment.
Outpatients are eager to seek medical treatment, which often leads to unnecessary crowding and quarrels. If it is not handled properly, it will lead to confusion. We nurses should be compassionate, treat patients as their friends and relatives, understand and understand the pain and troubles caused by diseases, grasp the patients' mentality and various needs in time, and patiently answer their questions. At the same time, we should keep a cool head, calm patients' impatience, do a good job of persuasion, seek medical treatment in an orderly manner, and maintain the order of outpatient service. In addition, the guiding nurse is responsible for keeping the outpatient environment clean. For example, when she sees patients and their families smoking or littering everywhere, she can boldly and politely correct them, so that every patient can consciously abide by the relevant rules and regulations of the hospital and create a quiet, orderly and clean medical environment.
In a word, "guiding diagnosis" seems to be a relatively easy job, but it is not easy to be an excellent guide. You should not only pay attention to the correct appearance, but also keep a positive mood at all times and know some communication skills and simple medical knowledge. More importantly, you should have a high degree of sympathy, think about the patient's thoughts, be anxious about the patient's urgency, understand the patient, and devote yourself wholeheartedly to your work. Through the morning meeting time every day, all the consultants are trained, with good praise and wrong criticism, and continuous improvement is made in view of the shortcomings in the work, so that the consultation work can be improved, the practical difficulties can be truly solved for patients, and the social and economic benefits of the hospital can be positively promoted.
Personal Work Summary of Hospital Front Desk 2020 Selected 5 Articles (2)
20 19 passed quickly, and in this year, our _ _ beauty salon * * received X customers. The following is my work summary of 20 19:
First, the daily work content
1. Transfer calls, accurately transfer visitors' calls, and treat harassing calls gently to improve work efficiency;
2. Reception and guidance of visitors, and cooperation with the personnel department to register the information of candidates;
3. Address book update. In view of the large number of personnel transfers and new recruits, the address book cannot be changed in time, which affects the communication between departments. Therefore, it is necessary to do a good job in follow-up work, update the address book in time, and often communicate with various departments in future work to get correct information in time;
4. Attendance record: enter fingerprints for new employees to supplement attendance records;
5. Record the daily duty and clean the front desk;
6. Turn on the led screen regularly every day to check its usage. If there is any fault, contact relevant personnel for maintenance immediately;
7. Receive daily newspapers and mails, and forward the letters to relevant personnel in time;
9. The distribution of documents, timely distribution of documents to various departments, and quickly convey the policies and measures of the hospital;
10. For meeting work, inform the staff to arrive at the meeting place on time before the meeting to prepare tea; Tea should be added in time during the meeting; Clean the meeting room after the meeting;
1 1. Register the temperature every day, turn on the air conditioner as required and make records;
12. Check the front desk lamp, VIP room and warehouse locks after work to ensure that the air conditioner and computer power are turned off.
Second, the existing problems
You don't do things carefully enough, you don't think comprehensively, and sometimes you forget things. At present, there is a large flow of people, and there are many and frequent people entering and leaving the gate, which has caused some omissions.
Third, give yourself advice.
1. On the premise of doing things according to regulations, we should also pay attention to ways and means, take a firm attitude, speak tactfully, and strive to improve service quality.
2. Be considerate and careful when doing things. Sometimes because some small problems lead to big mistakes, always think of the consequences first;
3. Work progress and problems encountered in the process of work should be fed back to superiors because they cannot be handled in time.
4. Strengthen the study of etiquette knowledge. Studying at work is not enough. After work, you must also learn relevant professional knowledge and understand the common sense of etiquette that you must abide by when interacting with people.
These are exactly what I lack in my work. Through thinking, I think that no matter which post or job, it is a part of the overall organizational structure of the hospital and is for the overall goal of the hospital. Front desk work should be "the starting point of hospital image and service". Because for customers, the front desk is their first contact with the hospital and their first impression of the hospital, and the first impression is very important, so the front desk represents the image of the hospital to a certain extent. At the same time, the hospital's service to customers begins with welcoming guests at the front desk, and a good beginning is half the battle. With the understanding of its importance, I further thought about how to do my work well. So in the days to come, I will definitely work harder and contribute to the construction of our beauty salon!
Personal Work Summary of Hospital Front Desk 2020 Selected 5 Articles (3)
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 service construction of the hospital in accordance with the service standards and management mode of star-rated hotels, adheres to the principle of combining centralized training with post supervision, realizes weekly training and monthly assessment, effectively improves the comprehensive quality of medical guides, standardizes the etiquette requirements of medical guides in terms of language, behavior and image in their work, and strengthens daily etiquette inspection. 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, patients and myself, seriously receive every complaint and quickly transfer it to the dean's office to answer every consultation, so as to take care of the unity of the interests of the hospital and 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 understanding the customer situation, collecting customer suggestions, maximizing customer sentiment, and optimizing service quality while providing convenience for other business departments. 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) to formulate the post system of departmental consultants;
(2) Discuss the telemarketing plan with the consultant to improve the patient's rate of seeing a doctor;
(3) unannounced visits, online and telephone exchanges and learning from the hotlines of many hospitals;
(four), according to the patient information to conduct a preliminary market survey and analysis, to facilitate better 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 greatest 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 employees participate in hospital service quality management, and create maximum customer value.
(7) I hope to give more training opportunities to improve my own quality and better serve the hospital.
Fourth, the work plan for next year
(a), study hard medical professional knowledge, improve the management level;
(2) Continue to conduct customer surveys, return visits and follow-up work;
(3) Strengthen the management of guiding doctors and improve the service quality;
(4) Do a good job of etiquette training for hospital staff;
(5) Strengthen the study of telemarketing and do a good job of hotline.
Personal Work Summary of Hospital Front Desk 2020 Selected 5 Articles (4)
First, tidy up the items at the front desk at work, and check whether all electrical appliances are in good condition and whether the power supply is turned off. Look at the memo of that day and see what else to do. The front desk lobby should always be clean and generous. Newspapers have to be sorted out every day. When there are not enough drinking buckets, please ask Mr. Luo to deliver water in time. When there are not enough items needed at the front desk, you should apply for purchase in time, such as paper towels and copy paper. When there are not enough brochures in the reception room and lobby, they should be supplemented in time. When the fax machine, copier and printer are out of ink, you should call Miss Zhao to add ink. If the items at the front desk are broken, such as curtains, call a mechanic to repair them; If there is something wrong with the telephone line, you should ask the telecommunications bureau for help. We must find a solution to any problem.
Second, when you receive a fax, you should pay attention to who the other party sent it to and ask about the contents of the fax to avoid receiving spam. When you receive the fax, you should give it to the relevant personnel in time and check whether the fax is complete. If the other party is an automatic fax, you don't have to receive it. After sending the fax, pay attention to whether the other party has received it and whether it is complete and clear. When copying, pay attention to the integrity of the copied data to avoid the omission of the copied data. Sending and receiving faxes and photocopies should be registered. If there is a letter, it should also be handed over to the relevant personnel in time.
Third, the front desk receives guests. To do this work well, the most important thing is service attitude and service efficiency. When you see a visiting guest, you should immediately get up and say hello. When visiting a guest for the first time, you should ask the other person's name clearly, find out who has something to do with it, and inform the relevant person in charge after knowing the purpose of the visitor. Among them, you should also know whether to leave the guests in the reception hall or reception room, or to lead them to the office and reception room of the person in charge. Smile at the guests, be patient and meticulous, and be kind and generous. After the guest is seated, pour the tea and inform the guest that the relevant person in charge has been notified. A moment, please. The reception room is air-conditioned in summer and open in winter. At the same time, the reception room has no odor and the air is smooth.
Fourth, when transferring calls, pay attention to polite language and use company standard language: hello! Foshan Bangpu Company! Then ask what's the matter, ask who the other party is looking for, what's your name, and transfer it to the relevant personnel after understanding the situation. Familiar with the office phone number of employees in the company. If the caller is advertising, selling or networking, these calls have nothing to do with the company and will be rejected. If someone is looking for Mr. Li, pay attention to whether the other party is really looking for Mr. Li for the company's business; If you can't judge, you can transfer it to Zhu Ying. Find out the telephone numbers of leaders such as Assistant Li and Manager Yu. The telephone number of the leader should also be clearly remembered, and the leader can greet him cordially when he sees the phone.
Working at the front desk for more than four months, with a small scope of work; There is also less work content. However, I have my own shortcomings. If I don't pay enough attention at work, I will feel confused. I hope I can work harder and harder in the future. Do more for the company.
In _ _ years, we should constantly improve our image, work quality and efficiency. And sense of responsibility
(1) Strive to improve the service quality, handle affairs quickly, with high efficiency and without making mistakes. Have a good service attitude, accumulate experience in receiving guests and leave a good impression on them. When answering the phone, you should also constantly improve your language skills; Clever question and answer guests. Strive to satisfy every customer.
(2) Strengthen the study of etiquette knowledge. For example, in my spare time, I seriously study etiquette knowledge and public relations. Understand the common etiquette knowledge that people must abide by, including sitting posture, standing posture, tone of voice, eyes, makeup, clothing collocation, answering customer questions, etc. You can also take a class like Mei, and the knowledge is very practical. After class, people will be more confident and have more temperament.
(3) Strengthen communication with all departments of the company. Understand the development of the company and the work content of each department. With these knowledge reserves, on the one hand, you can answer customers' questions in time and accurately, and transfer calls accurately. If you know that there is no one in a certain department, you will remind the caller, briefly explain when there may be someone, or briefly answer the questions that the customer can do, and seize the appropriate opportunity to promote the company.
(4) Strive to create a good prospect environment. To maintain the good image of the company's facade, we should not only pay attention to our own image, but also maintain good environmental hygiene, so that customers have a pleasing feeling.
Personal Work Summary of Hospital Front Desk 2020 Selected 5 Articles (5)
I have worked in this company for three years. Although I am still the most common clerk in the company, I have completely mastered my work direction. I believe that as long as I make persistent efforts, I will do better next year!
The new year is a year full of challenges, opportunities and pressures. I have worked here for three years. Here, I have made a 20-year work plan in order to make greater progress and achievements in the new year.
1) Carry forward the fighting spirit. Facing the complicated work and heavy tasks in the warehouse, I am not afraid of difficulties, take the initiative to find something to do, achieve "eye diligence, mouth diligence, hand diligence and leg diligence", actively adapt to various environments, hone my will and increase my talents in heavy work.
2) Carry forward the tireless enterprising spirit. Strengthen study, be brave in practice, read widely, pay attention to collecting all kinds of information while learning from books, and absorb all kinds of "nutrition" extensively; At the same time, pay attention to learning methods, correct learning attitude, improve learning efficiency, and strive to cultivate their solid work foundation, dialectical thinking methods and correct ideas. Strive to do a better job and establish a good image of the department.
3) Be a good assistant. Strive to complete and do the work assigned by the supervisor, and enhance the sense of responsibility and team consciousness. Take the initiative to do the work to the point and implement it to people. I will try my best to reduce the pressure on leaders. Be able to help supervisors or colleagues share some work while completing their own work. Help each other with colleagues and maintain a harmonious working environment.
4) Familiar with the company's new rules and regulations and business development. The company is constantly reforming and formulating new regulations, especially in the ongoing 7S implementation. As an old employee of the company, while observing the company's regulations, he must take responsibility and cooperate fully.
The above is my work plan for 20__ years, which may be immature. I hope the leader will correct me. The train runs very fast on the headband, hoping to get the correct guidance and help from the company leaders and department leaders. Looking forward to 20 years, I will work harder and treat every job seriously and responsibly. I believe I will complete new tasks and meet new challenges in 20__. With my own continuous efforts and the help of leaders and colleagues, I will do better in the new year.
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