医疗收费员量化管理考评分析

Effects of Implementing Quantification Management Of Toll Collectors in the Hospital

目的分析影响医疗收费员量化考评的因素,采取措施提高收费服务质量。方法采用分类汇总方法,对560例次收费员单个项目负分记录的年度分布、工龄分布、人员分布、项目分布,以及工龄的影响进行统计分析。结果工龄较长的收费员量化考评情况好于工龄较短的收费员,业务培训效果好的收费员量化考评情况好于业务培训效果差的收费员。结论严格考核管理、分层分类施训、持续跟踪改进,可以提高收费员服务效力和效率,提升服务质量。

Objective The influencing factors of the work efficiency of toll collectors were analyzed in the hospital , and take measures to improve service quality .Methods The 560 cases of individual mistake records were collected , then the annual distribution , age distribution , personnel distribution , project distribution and work-ing years were analyzed .Results The mistake rate in the collectors of longer working years were lower than that in shorter working years , and the collectors of higher scores in business training worked better than those of lower scores.Conclusion The measures to be strict in evaluation , enhance training and continuous improvement , can further improve the service efficiency , and improve the service quality .