收费服务品管圈管理

Quality Control Circle Management of Charge Window Service

目的分析品管圈在门诊收费处实际工作中的应用情况,验证运用品管圈提高收费窗口服务满意率的效果。方法采用SPSS 13.0数据分析软件,统计分析窗口等待时间满意度、收费员礼貌用语满意度和收费员操作熟练满意度的目标值达标情况。结果窗口等待时间满意度由活动前的35.92%提高至54.37%,收费员礼貌用语满意度由活动前的66.02%提高至84.47%,收费员操作熟练满意度由活动前的73.79%提高至83.50%。结论开展品管圈活动收费员自身素质得到提升,提高了收费窗口服务满意率。

Objective To analyze the application of quality control circle in the actual work of outpatient charge department, and validate the effect on improving the satisfaction of charge window service by QCC.Methods SPSS13.0 was used to statistically analyze the situation of the degree of satisfaction on the window waiting time, toll collector’s polite language and skilled operation.Results The degree of satisfaction on the window wait-ing time rose from 35.92% to 54.37%, the degree of satisfaction on toll collector’s polite language rose from 66.02% to 84.47%; the degree of satisfaction on skilled operation of toll collectors roses from 73.79% to 83.50%.Conclusion Carrying out the QCC activities can improve the quality of toll collectors and the degree of satisfaction on the service of charge windows.