再造医院客服中心提升患者服务水平

Reengineering Hospital Customer Service Center to Enhance the Service Level of the Patients

目的:为了医院在竞争激烈的医疗市场中占领"线上线下"服务和舆论高地,提升医院品牌和竞争力。方法:通过转变思想和自我变革,深入剖析患者的需求和医院面临的挑战,整合资源成立集预约、接待、导医、便民、咨询、随访、投诉、督查、问卷和网络舆情监管为一体的客服服务中心,再造服务流程,加强医务人员服务监管和考核,提供人文关怀服务并及时沟通和解决患者诊疗过程中碰到的困难和问题,加强网络舆情监管和正面引导。结果:提高医务人员服务意识和自觉性,大大降低患者不满情绪和投诉量,提高患者诊疗体验值和满意度,让广大人民群众自觉成为医院良好名誉和声誉传播者和维护者,形成正向舆情引导,从而营造一个良好的舆论环境。结论:做好患者服务是医院内涵建设的必经之路,可以提高医院服务效率和质量,培育忠实患者和维护良好的口碑,提升医院核心竞争力,从而创造更多社会和经济效益,可推广应用。

Objective： In order to occupy a commanding height of hospital services and public voice online and under the net in the fierce competition in the medical market, improve hospital brand and competitiveness. Methods： Through the transformation of ideas and self innovation, in-depth analysis of the needs of patients and the hospital is facing challenges, integration of resources to set up an appointment, reception, guide cure, convenience, consulting, complaints, medical follow-up, inspection, questionnaire and network supervision of public opinion as one of the customer service center, reengineering the service process, strengthening the medical staff service supervision and examination, provide the humanistic solicitude service and timely communication and to solve the difficulties and problems of patients inmedical service, strengthen the network supervision of public opinion and positive guidance. Results： Improve the medical staff service consciousness and self-consciousness, greatly reduce the patient dissatisfaction and complaints, improve patient diagnosis and treatment experience value and satisfaction, let the masses consciously become communicators and the defenders to spread hospital good fame and reputation, form positive guidance of public opinion, so as to create a good public opinion environment. Conclusion： Good patients service is one of the way which must be passed of connotation construction of hospital. Hospital can improve the service efficiency and quality, cultivate patients loyalty and the maintenance of good reputation, enhance the core competitiveness of the hospital, so as to create more social and economic benefits, and can be popularized and applied.