公立医院后勤服务呼叫中心建设

Call center construction of hospital logistics service in public hospital

温州医科大学附属第一医院针对后勤服务所存在的服务量剧增、服务部门众多、服务模式欠规范、后勤服务信息化不足等主要问题,建立了医院后勤服务呼叫中心,统一对医院内部的后勤服务进行受理、派单,同时对各部门提供的服务进行跟踪、质控,并对各项服务的结果、质量、数量进行分析,提高了后勤人均服务量、服务及时率和完成率、服务对象满意度,降低了后勤服务成本,并为医院的后勤服务决策提供依据。

Facing with rapid increasing service amount, multi-department, de-normalization service mode and insufficient logistic informatization in Affiliated the First Hospital of Wenzhou Medical University, call center for hospital logistic service was set up to order handling, tracking, analyzing the quality and quantity of service. The call center of hospital logistics service had been raising per capita amount, timely rate and completed rate, satisfaction degree, reducing the cost of service and providing the basis for decision-making of hospital logistic service.