医院收费窗口管理持续改进策略探讨

Discussion on the continuous improvement strategy for fee-collecting window management of hospital

医疗作为技术与服务并存的行业,其服务意识也越来越受到关注。收费窗口在某种程度上代表了医院的形象,是医院服务质量最直接的表现。因此,收费人员的服务质量和能力直接影响着患者对医院的评价。文章针对某二级医院收费窗口存在的问题进行分析,制定并落实了持续改进措施,从而提高了医院收费窗口的工作效率,提升了员工的积极性;提高了患者及医院职工对收费窗口的满意度,降低了医疗纠纷的发生率,促进了医患关系的和谐发展。

In medical industry focusing on both technology and service, service awareness is receiving more and more attention. Fee-collecting window represents the image of hospital to a certain extent and shows the service quality of hospital in the most direct way. Hence, the service quality and ability of fee collectors directly infuence the evaluation of patients on hospital. The paper analyzes the existing problems of fee-collecting window of a class-2 hospital and formulates and implements continuous improvement measures, thereby improving the working effciency of fee-collecting window, raising the enthusiasm of staff, increasing the satisfaction of patients and hospital staff with the fee-collecting window, decreasing the incidence of medical disputes, and promoting the harmonious development of doctor-patient relationship.