对提升门诊窗口科室优质服务能力的探讨

Discussion on improving high quality service of outpatient service department

为了提高门诊窗口科室的优质服务能力,采用行为礼仪培训、行为规范情景模拟表演、换位体验、"患者金点子"举措、流动红旗评比、主题活动表彰等多种方法,探讨促进我院门诊窗口工作人员优质服务能力的提升。经过上述方法的实施,窗口科室整体服务水平、员工素质、患者满意率均获得了提升。认为开展形式多样的优质服务活动,有利于规范窗口服务行为,增进团队合作意识,增加窗口工作人员服务环节中的爱心与耐心,增强窗口服务的自律性,并可激励窗口人员的工作热情。

To improve high quality service of outpatient service department, many measures are adopted for discussion on improving high quality service of personnel working in outpatient service, including behavior etiquette training, scenario simulation performance of behavior norms, experience of exchanging position, “gold idea from patients”, mobile red banner evaluation and theme activities etc. The overall service level, employee’s quality and patients’ satisfaction rate are increased through application of above methods. It is considered that initiation of various high quality activities is beneifcial for standardizing service behavior, improving team cooperation awareness, develop compassion and patience of personnel working in outpatient service at service stage, improving service self-discipline and encouraging their working enthusiasm.