The job responsibilities of customer service include accepting customer consultation, recording the contents of customer consultation and complaint, and giving feedback to customers according to the corresponding process. As a customer service staff, it is one of the prerequisites for a happy job to be honest with users, treat users as relatives or friends, and sincerely provide users with practical and effective advice and help. Whether you are looking for or preparing to write the Summary of Personal Work of Hospital Customer Service, I have collected relevant information below for your reference!

1 20__ year is a crucial year for hospitals to implement "performance appraisal", strive for "balance of payments" and implement "overall development". Over the past year, centering on the overall goal of "one main line, two major goals, three guarantees and seven tasks" put forward by the hospital leaders, the service center unified its thinking, cooperated with Qixin Qi Xin, took "service" as the standard, and took implementation, improvement, development and innovation as the main line, and completed the following work.

I. Service implementation

Through the activities of "100 satisfaction" and "four searches" carried out this year, the customer service center 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", we have formulated specific work objectives and requirements according to the characteristics of the four posts of medical guidance, consultation, discharge follow-up and physical examination follow-up set up by the department, and on this basis, we have discussed and made the performance evaluation method of customer service center. 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. 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.

Second, 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.

Third, 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, as long as you work hard, you can leave a deep impression on patients. 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 convenience service initiative-"Love Department Store sends it to bed" activity. 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.

Summary of personal work of customer service in hospital 2 20__ The first year of independent operation of the hospital is also a crucial year to get out of the predicament, improve quality and accelerate development. Over the past year, centering on the overall goal of "Implementing the Year" put forward by the hospital leaders, the service center unified its thinking, and Qi Xin 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 overall deployment and management year and system documents, the service center should first do a good job in the implementation of daily services. From June 1 day to June 1 day, 2,840 patients were assisted to go through hospitalization procedures, and 1236 people were accompanied to the hospital; 884 person-times were accompanied throughout the outpatient service; * * * A total of 2,886 medical records were established during the follow-up after discharge. Excluding telephone number errors and other factors, a total of 3 127 patients were followed up, of which 2,686 were satisfied, 7 were basically satisfied, and 2 were dissatisfied. The satisfaction rate was 98. 1%, the return visit rate was 84%, and the timely feedback rate was 65438. There were 18 1 consultation records, including 23 complaints, 28 praises and medical consultation 130. 260 discount cards and 264 medical discount cards were processed. Secondly, do a good job in serving clinical work. According to the return visit and consultation acceptance, we cooperated with clinical departments to solve 88 problems such as health consultation, contact inspection and medical treatment for discharged patients, helped inpatients solve 34 problems such as canteen and medication, put forward 46 suggestions for improving hospital services, and accepted more than 20 complaints about coordinated services, which strengthened the doctor-patient relationship, promoted doctor-patient communication and reduced the contradiction between doctors and patients. Since the beginning of 20__, the through train for medical treatment has run 75 times and picked up 297 patients, which greatly facilitated patients to seek medical treatment. Third, do a good job in coordinating the implementation of publicity activities. Since the beginning of this year, in order to improve the health care awareness of the whole people, health departments at higher levels and hospitals have organized a large number of publicity activities, such as a trip to China and a trip to China for vascular health. During the activity, the service center actively participated in and coordinated with relevant departments to ensure the smooth development of various activities. Among them, in China Vascular Health Tour, we volunteered to measure blood pressure for 100 people, and completed the appointment and coordination of color Doppler ultrasound examination for 98 people. In the Science and Technology Week, the trip of Chinese medicine to China and the vascular health knowledge contest, * * * distributed more than 0/000 copies of publicity materials/kloc; When the safety inspection team visited our hospital, it played a guiding and explaining role. In the free physical examination for the model workers, * * * distributed 60 copies of the physical examination manual for the model workers/kloc-0, and accompanied the model workers to the clinic for 26 times; In the activity of loving posts and promoting development, the number of participants was verified to be 688.

Second, the service is perfect.

In line with the principle of "no small matter for patients", we believe that the truly excellent service is "to do every simple thing well, not simple; Doing every ordinary thing well is extraordinary. " In order to continuously strengthen this concept of everyone, we start from the following links to grasp the service.

1. Deepen service training. Combined with the "big training, big competition and big training" activities being carried out in hospitals and health systems, according to my own work practice, I pay attention to mastering theoretical knowledge and practicing oral expression in training. In order to make young medical guides competent for their roles as soon as possible, improve their own quality, get familiar with the historical and cultural background of hospitals and medical experts, and overcome psychological barriers such as shyness and fear of speaking when facing strangers, we hold medical guide competitions regularly. Through activities, young people have been improved. In order to keep abreast of the advanced service concepts and practices at home and abroad, we bought our own service books, persisted in studying every week, broadened our horizons, improved our service awareness, and gradually made everyone understand and recognize that hospitals should not only create profits, but also create customers' ideas, and meticulous service can impress customers' hearts.

2. Refine service management. Referring to the advanced experience of service management in other hospitals in China, combined with the study of ISO9000 standard in our hospital, and on the basis of mastering the theoretical knowledge of system management, the service processes and service templates such as medical guidance, consultation, return visit, patient opinion processing and feedback, and patient satisfaction survey have been improved. Formulated the post behavior standards and service specifications of doctors, consultants and return visitors in line with the actual work in our hospital; Introduce Haier's management strategy of "clearing the sun and keeping the sky high", insist on reporting the workload and service details at the daily shift meeting, and let everyone comment on the service problems on the spot, so that everyone can learn lessons and experience from the service work in time and improve the service ability.

3. Pay attention to service details. As the saying goes, details determine success or failure, especially in service work, such as the time to return to the hospital, the tone and speed of speech, the way to walk with doctors, wheelchair transportation, car service for discharged patients, etc. These details are all concerned and discussed by our service personnel, striving for perfection.

Third, service development.

Through nearly two years' service practice, we deeply realize that service work is not simply a beautiful woman smiling at each other, which contains the cultural and historical details of a hospital and determines its future development. Therefore, on the basis of improving the basic quality of service personnel, we will move our service closer to the direction of marketing and management. On the one hand, we are committed to improving hospital customer relationship management, consolidating existing customers, and adopting the way of patient follow-up after discharge. Follow-up staff conveyed hospital care and greetings to patients by telephone, patiently communicated with patients, carefully observed patients' difficulties and thoughts, enthusiastically guided patients' health care and rehabilitation, and actively helped some people who came to the hospital again to contact experts and guide doctors. Just carried out post-examination screening, expert appointment, accompanying examination and follow-up to strengthen the health management of physical examination clients. In less than a month, 544 people were selected from 939 physical examination results, and 180 people were followed up and given health education, and 13 people were hospitalized. On the other hand, we are committed to improving the management of two-way referral customers, and re-established and improved the two-way referral service process. So far, * * * has received 35 patients with double transfer and 42 patients with Huimin. Next, we are going to try "Central Hospital-Two-way Referral Cooperative Hospital" to establish health records, and the service center is responsible for contacting and guiding community hospitals to follow up discharged patients.

Fourth, service innovation.

There is no end to serving patients, which requires us to constantly explore and innovate in our work. On the basis of practice, we have tried and carried out the following work: First, we have established a service work analysis and reporting system. According to the monthly follow-up of discharged patients, patient satisfaction, opinions and suggestions on hospital management and service, organize, count, summarize and analyze them, and then report them at the handover meeting. The implementation of the system provides the original voice of patients for hospital leaders and functional departments, reflects the real situation of hospital services, and provides a basis for us to find service problems in time, take corrective measures and improve service quality. The second is to carry out the "Five Ones" activities. Job burnout caused by long-term front desk service once became the most intractable problem in service centers. For this reason, we ask for advice in many ways and there is no good solution. Later, we accidentally tried to carry out the "Five Ones" activity and achieved good results. The main content of the activity is to do a good deed, communicate with a patient deeply, learn a knowledge point, find a problem, and make suggestions for the problem. At the weekly study meeting, we organize everyone to discuss and communicate with each other, to stimulate everyone's enthusiasm by enthusiastically affirming the advantages of work, to help everyone find out the problems and gaps in their work, and then to check and fill the gaps according to their personal characteristics, to improve their professional theory and communication skills and to improve their sense of accomplishment.

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 service process, the outstanding performance is that the innovative ideas are not open enough, the new ideas are not enough, and the ideas and methods are not enough; Second, communication with clinical departments should be further strengthened in the service process; Third, the contents of the files of discharged patients' return visits are getting richer and more perfect, but they can't share resources with clinical departments. * * * has won the satisfaction and recognition of patients with better service.

Summary of personal work of hospital customer service III. I have been engaged in customer service management for more than 4 years. After many challenges and setbacks, I still haven't succeeded. I didn't realize my ideal, and I didn't get the satisfaction of the leaders. What is the reason? I've been thinking. Although customer service is a job with no future, it is also a job with poor treatment, low status and little attention, but I think since I have invested four years of time and energy in her, I want to do her well and dedicate my experience to the latecomers, so that everyone can take fewer detours and realize their ideal beautiful realm as soon as possible.

At first, I set up a customer service center, hoping to build an excellent customer service team with my advanced service concept, so as to make it a benchmark for high-quality service in hospitals and create a precedent for hospitals to truly serve customers as the center. At first, I really did it. Although the overall image and professional quality of my team are not satisfactory, everyone's service enthusiasm is particularly high. Whether it is their own work or extra work, as long as it is beneficial to patients, they will actively do it. Whether it is criticism or praise, I dare to mention it as long as it is beneficial to the service ... but after a while, I found that this enthusiasm is slowly disappearing. I asked everyone why, and someone said: Is my service useful? Some people also say: you are simply carrying coals to Newcastle; Others say: expressing opinions offends people.

At this time, I found that if you want to rely on the strength of a few people to reverse the overall concept of people in the big environment, it is simply throwing eggs at stones. Don't say that you are not perfect. No matter how well it is done, it is useless. After a long time, it will only be gradually assimilated; The more different you are from others, the faster and more intense you will be resisted, rejected and assimilated.

Later, I began to adjust my work ideas, no longer paying too much attention to the handling of patients' opinions, and wanted to focus on improving the service level. Organize everyone to learn the American service concept and Haier service practice, formulate their own service processes and rules and regulations, and guide everyone to visit private hospitals. I worked so hard that I almost lost confidence. In my opinion, it is very simple for my customer service staff to meet the standards, but it is certainly difficult to satisfy the leaders.

I also found that not everyone is suitable for customer service, especially in the special period of enterprise hospital transformation, some people simply regard customer service as a pension department, which is the first conceptual conflict between me and my subordinates. This conflict is still difficult to solve, because it is easier for people with problems like this to come in than to go out. The sequela is that everyone begins to learn from backward elements.

Next, it was the most difficult stage in my work: in desperation, I conducted a performance appraisal in the department. In the process of assessment, although I paid full attention to the principles of fairness, transparency and measurability, in the eyes of people who have no concept of work at all, the performance assessment itself is unfavorable to her, so although I think the method is scientific and the operation is fair, there are still some expected results, such as not being late again, leaving early and leaving without principles.

At this time, I found that if there is no enterprise environment, if you want to build a utopian small society, I'm afraid it's just daydreaming. The department level can be slightly higher than the whole, but don't think too much; And at the same time, we should pay great attention to ways and means.

Then I met the most uncomfortable thing: the bonus coefficient of our department was lowered collectively, which affected not only the income, but also the mood, work cognition, work enthusiasm and initiative of the employees in the department. First, I have done in-depth and meticulous ideological work, survived the crisis, and made small achievements in my work, which was affirmed by the dean; But in the process of the second performance appraisal, it was lowered again. This time, the ideological work was extremely difficult, and because I couldn't solve the hospital's decision, everyone put part of the responsibility on me.

At this time, I found that the change of income is the most sensitive thing for everyone. Faced with the fact that income will not be reduced due to business problems, in order to make everyone face up to the shortcomings in their work, we must first set out the facts, then make sense, then fully listen to everyone's opinions, create channels and places for emotional venting, and finally guide everyone to find ways to improve the value of their work.

As the head of the department, I must first straighten out my emotions and care about everyone's emotions. The situation has changed, and no amount of grievances, helplessness, anger and unwillingness are actually meaningless. After the subordinates' emotions calm down, I will understand their new hopes one by one and try my best to meet their requirements in work and life. In addition, recently, some hospital management systems have been introduced one after another, which is stricter than my previous assessment, so everyone's psychology is also stricter.

After four years of experience and setbacks, I gradually realized a lot. Not only did I see my own advantages, but I also had to admit that I was immature in management ideas and working methods.

Summary of personal work of hospital customer service 4. First of all, I want to thank the leaders for their 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 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.