医院后勤服务呼叫平台的构建与效果分析

Construction of Hospital Logistic Service Call Platform and Effect Analysis

目的探讨医院后勤服务平台的建设与运行。方法建立以电话呼叫为中心的服务平台模式与服务流程,统计平台运行的服务数据及服务质量。结果服务平台建立后,工作流程得到标准化,后勤服务完成率从93.85%升至97.01%,催单率由8.02%降至3.12%,总体满意度由75.0%升至94.0%。结论医院后勤服务平台的建立能够促进后勤服务的发展,改进医院后勤现状。

Objective：To explore the establishment and operation of hospital logistic service call platform. Method：Tele- phone call service platform mode and service process is established, platform operation service data and quality were tallied. Result： After the establishment ,work process is standardized and the completion rate of logistic service increases from 93.85% to 97.01%, the remainder rate drops from 8.02% to 3. 12% and the general satisfactory degree rises from 75.0% to 94. 0%. Conclusion：The establishment of hospital logistic service platform improves the development of logistic service and the current logistic situation.