Three sample essays on hospital customer service work summary

Chapter 1

First of all, I would like to thank my leaders for their trust and support in me. It is your trust and support that has brought me enthusiasm and confidence in my work. With the establishment of our image and the steady increase in consulting business turnover, we enter the new year with joy, experience, dissatisfaction with the status quo, and plans and hopes for the new year. I will summarize the experience and shortcomings of last year, Continuously improve and improve one's own management level to effectively improve the quality of department work. In my current job, I am mainly responsible for the management of customer service guides and consultation hotlines. According to the proposed work plan and leadership arrangements, the department is working smoothly. Due to the short entry time, I will now summarize the main work of the 3 months of work. , please criticize and correct me. The specific summary is as follows:

1. Main tasks completed

(1) Management of customer service guides

As a distinctive service department of our hospital, the customer service department The window department tries its best to cooperate with the hospital's service construction in accordance with the hotel's service standards and management models. It adheres to the principle of combining centralized training with on-the-job supervision, achieves weekly training and monthly assessments, and effectively improves the overall quality of medical directors. , through training and assessment, standardize etiquette requirements for language, behavior, image and other aspects of medical guidance at work, and strengthen the inspection of daily etiquette. By focusing on etiquette, we have promoted the improvement of the comprehensive quality of medical directors, improved the quality and taste of services, and made our own efforts to create a development strategy of "Brand Famous Hospital" for our hospital.

In actual work, in order to demonstrate enthusiastic service, all the medical directors have to pour a cup of hot water for the customers during diagnosis and treatment to make them feel warm, take the initiative to pick up and drop off customers with limited mobility, and carry items for customers. , lead and answer customers’ questions on-site; special job requirements require doctors to stand for long periods of time and are not allowed to lean on the workbench or leave the post without permission, causing varicose veins in their legs to varying degrees, causing leg pain at the end of the day I have low back, but no complaints; I receive about 100 first-time and follow-up patients a day on average, repeating: "Hello", "Can I help you", "Please wait a moment", "I'm sorry" and other service words , reflecting our hospital's warm, thoughtful and humane service in polite service.

In departmental cooperation, we should overcome the difficulty of one person and one post in the department, cancel the rotation of medical directors, and also support the work of other departments, such as the Nursing Department, Planning Department (distribution of magazines) and other departments. In order to work, the medical directors overcome the hardship of being physically unfit to shoulder multiple responsibilities on one person, work hard and without complaint, and dedicate their enthusiasm for work without any complaints.

In terms of handling patient complaints, I have a proactive, enthusiastic, thoughtful and patient working attitude and the working principle of being responsible for the hospital, for the patients, and for myself. I receive every complaint seriously and quickly transfer it to the hospital. The dean's office responds to every inquiry and takes care of the interests of the hospital and patients to the maximum extent possible. In response to the new situation in which our hospital's popularity continues to expand, the Customer Service Department has established a relatively standardized customer suggestion file, carefully understands the customer's situation, collects customer suggestions, alleviates customer emotions to the greatest extent, provides convenience for other business departments, and also optimizes service quality. Through the complaint first-hand service, the distance between doctors and patients is shortened, the service content of our hospital is enriched, and the hospital's affinity is increased.

As the first window unit of the hospital, the medical guidance desk has a heavy workload, complicated matters, and many clues. In response to this actual situation, I started with strict standards and implementation, and increased the intensity of management. On the basis of clarifying goals and tasks, we should take the lead in setting an example and lead by example. We must first do what we ask the medical directors to do, and we must not do what we ask the medical directors not to do. In the work, the work was quantified, rewards and punishments were clarified, fully mobilizing the enthusiasm and initiative of all the medical directors to work hard and bring glory to our hospital, coordinating the work between departments, and driving the overall work quality and efficiency of our hospital.

(2) Consultation hotline work

As an important service window in our hospital, the consultation hotline work is currently in a stage of normal and steady development. Since March, the number of outpatient consultations from telephone consultations to appointments has also increased to varying degrees. With the supervision and help of Mr. Wu and Director Dong, and the diagnosis and treatment cooperation of the receiving doctors, the appointment rate of patients has been achieved at 98%, thus improving the Social benefits and economic benefits; I mainly did the following work:

(1) Formulate the position system for department consultants.

(2) Discuss telemarketing plans with consultants to increase patient consultation rates.

(3) Conduct unannounced visits, exchanges and learning with the hotlines of various hospitals online and over the phone.

(4) Conduct preliminary market research and analysis based on patient information to facilitate better work.

(5) Maintain good relationships with discharged patients, let patients express themselves through our hospital’s good pre-diagnosis, during-diagnosis and post-diagnosis services, develop patients around them, and try to improve our economic and social benefits of the hospital.

2. Several deficiencies in the work

(1) Due to my lack of understanding of the local customs and customs, and my relative lack of professional knowledge, although I was cautious in my work, I still There is a feeling of tension, and sometimes mistakes are inevitable.

(2) Sometimes the requirements for medical directors are too dogmatic, which is reflected in the lack of flexibility in individual work, and sometimes the inability to arrange work according to personal characteristics and individual differences. In the future, we will further strengthen investigation and research to arrange different positions according to different people and give full play to the strengths and specialties of each person.

(3) Due to the unpredictability and confrontational nature of customer service work, strong communication and persuasion skills and the ability to make decisions on the fly are required during the process. Sometimes you may feel deficient in this aspect at work. , need to further improve and improve their own quality in future work.

(4) The shortcomings of the telephone hotline are mainly reflected in: less relevant knowledge and experience, poor ability to predict work; insufficient understanding of market information; insufficient professional knowledge, and failure to train employees well. .

III. Work Suggestions

(1) The hospital leaders should increase the number of front-line inspections and inspections to give full play to the quality inspection effectiveness of the quality inspection team.

(2) The doctor should inform the medical director when taking a break to facilitate accurate triage.

(3) Hospitals should try their best to serve the needs of different groups and satisfy low-income consumers, especially patients with consultation appointments.

(4) Strengthen the training of all medical staff on professional skills, service management and medical regulations.

(5) When promoting new medical technical services, all personnel should be educated to avoid affecting work efficiency.

(6) Let all employees establish the awareness of "customer dissatisfaction crisis", let employees participate in hospital service quality management, and create customer value.

(7) I hope we can be given more opportunities for outbound training to improve our own quality and better serve the hospital.

Our customer service department has accumulated work in the previous year, and we are confident that we will achieve better results in the next year. We will not be arrogant or impetuous, and work hard to do a better job.

Chapter 2

Over the past year, with the care and help of the hospital leaders and the support and cooperation of all employees, the hospital customer service department has successfully completed various tasks. Although there are many very trivial things in the work of the customer service department, for us every time it is an exercise of patience and perseverance, and we feel that we are gradually maturing. The situation over the past year is summarized as follows:

1. Perform duties conscientiously and actively carry out work

1. Assist hospital leaders to do a good job in hospital reception and management, and be a good dean The preparation work and meeting minutes for various meetings such as office meetings and weekly hospital meetings are kept confidential and archived in a timely manner.

2. Carry out the printing of materials, information reporting and file management carefully to ensure timely reporting. Do a good job in sending and receiving, copying and transcribing various documents. Please ask the leaders to review and handle the work in a timely manner, keep records when assigned by the department, and arrange the work on time. This year, we have standardized the file forwarding procedures and ensured that file transfers are registered.

3. Complete the hospital reception work, coordinate work with relevant departments according to work procedures, and provide timely feedback to the director.

4. Complete the collection, organization and archiving of office documents in 20xx.

5. Strictly coordinate the arrangements for hospital vehicles. There is a management system in which no arrangements are made for those who can take the bus, and no arrangements are made for traveling alone.

6. Strictly manage official seals; well complete the custody of hospital licenses and employee IDs and the annual review of hospital licenses.

7. Earnestly complete the property and material management of the administrative building.

2. Existing problems and suggestions

(1) Own problems

In the past year, with the care and support of the hospital leaders and all employees, the work has also improved Certain achievements have been achieved, but there is still a long way to go to meet the requirements of leaders and employees:

1. Due to the limitations of the nature of the work, there is less time and opportunity for in-depth clinical research, and the lack of understanding of things. Understanding is limited to rational knowledge of experience and lacks real perceptual knowledge.

2. I don’t communicate enough with my leaders at work. Sometimes I just bury myself in work.

3. Because I am still very young, I lack strong management at work and lack courage when carrying out my work.

(2) Ideas for future work

1. Without rules, there is no circle. The special positions and work nature of the customer service department require that the office must be a combat department with sound systems, strict management, strict discipline, and smooth orders. It is necessary to adhere to the principles of strictness, detail and feasibility, and further improve office work specifications, assessment systems, confidentiality systems, document management and other systems on the basis of the original systems, so that all work can be carried out in a more standardized and orderly manner.

2. The customer service department is the dispatching department within the hospital. It is both a commander and a combatant. It is the embodiment of leadership will and opinions, and is also the feedback provider on clinical department problems. Therefore, it is necessary to establish a good self-image. Be a role model for employees at work and a trusted partner emotionally. In particular, we must set an example and have a down-to-earth work style.

3. At work, we must learn to use our brains, think proactively, give full play to the leadership's advisory role, actively make suggestions for the leadership, and explore work methods and ideas.

4. Actively communicate with leaders, and report any work or ideological problems in a timely manner. I also hope that leaders can criticize and correct shortcomings in my work in a timely manner so that my work can be more perfect.

5. Actively serve the clinic and treat others with courtesy. Achieve a true sense of ownership of "the hospital is my home" rather than tending to verbal slogan formalism.

Proactively help the dean and strengthen style management. Strictly implement cost accounting, establish the concept that saving is also management, constantly improve management awareness, and strengthen learning to become a truly outstanding manager.

Chapter 3

The year 20xx is a critical year for the hospital to implement "performance appraisal, strive for balance of revenue and expenditure, and implement "coordinated development." Over the past year, we have focused on the "one main line" proposed by the hospital leaders , two major goals, three guarantees, and the overall goal of seven tasks, the service center unified its thinking and worked together to complete the following work with "service as the standard and implementation, improvement, development, and innovation as the main line.

1. Service Implementation

In accordance with the hospital's overall deployment of the "Quality Year" and the various regulations and requirements of the management year document standards, the customer service center first focused on the implementation of daily service work. From January to October, 4,978 patients were assisted in hospitalization procedures and 1,762 were accompanied to the hospital; 1,125 patients were accompanied throughout the outpatient service; 5,314 medical records were reviewed after discharge. Excluding factors such as incorrect phone numbers, 4,342 patients were returned and 4,265 were satisfied. , 59 people were basically satisfied, 18 were dissatisfied, the return visit rate was 88.5%, and the timely feedback rate was 100%. Screened the medical records of 1,049 people, and conducted telephone follow-up interviews and health promotion for 150 people. 5,683 consultation records were accepted, including 57 complaints, 138 praises, and 633 medical consultations; 718 sunset red discount cards were issued, and the reception desk for Huimin, double transfer, and new rural cooperative medical patients *** received 169 people . Secondly, we should focus on the implementation of key service tasks. This year, the prevention and control of infectious diseases such as hand, foot and mouth disease and influenza A is extremely severe. In accordance with the requirements of our superiors, we have conducted professional knowledge training, equipped with masks, thermometers and other prevention and control materials, and have strictly implemented management processes such as triage and guidance. Management systems such as registration and reporting were implemented, and 16 fever patients were guided to seek medical treatment. Third, we must do a good job in the implementation of clinical service work.

Based on the acceptance of return visits and consultations, we collaborated with clinical departments to solve 320 problems on behalf of discharged patients in health consultation, contact examinations, and medical treatment, helped inpatients coordinate and solve 18 problems with laboratory orders, drugs, etc., and put forward suggestions for improving hospital services. 10, and accepted 7 complaints about coordination services, which strengthened doctor-patient contact, promoted doctor-patient communication, and reduced doctor-patient conflicts. Fourth, do a good job in implementing the coordination of publicity activities. Since the beginning of this year, in order to improve the public's awareness of health care, we have cooperated with clinical departments to carry out publicity activities such as Science and Technology Week and Cancer Prevention and Treatment Week, and distributed more than 8,070 copies of various specialist promotional materials. We also cooperated with other departments to successfully complete the survey of leaders of the Ministry of Health, welcome and explain the visiting groups of Huimin Hospital from other provinces, etc. During various traditional festivals, we sent 400 New Year greeting cards and 3,700 blessing text messages to discharged patients and key customers; In the activity of dedication and dedication to development, 477 participants were verified.

2. Service Improvement

Through this year’s “100 Satisfaction and Four Search” activities, the customer service center carefully searched for problems existing in the work and actively adopted a series of improvement measures. Obvious results have been achieved.

1. Clarify its own work coordinates and functional positioning. That is, we do things that no one does, we take care of things that no one cares about, and everyone strives to be a nosy housekeeper; we stabilize market resources to retain customers, develop customer resource extension services, and do a good job in market research and provide data.

2. Implemented undergraduate performance appraisal and secondary allocation. In order to truly realize the incentive effect of "more work, more gain", we have formulated specific job goals and job requirements based on the characteristics and personnel business conditions of the four positions of medical guidance, consultation, discharge follow-up, and physical examination follow-up set up in the department. Here, Based on the discussion, everyone came up with a customer service center performance appraisal method. In order to ensure that the new method is fair and effective, a two-month simulation trial was conducted in advance. After being readjusted and modified based on everyone's feedback, it was officially launched in April this year.

3. Strengthened etiquette training and military posture training for newly admitted doctors. In order to improve the quality of newly admitted doctors and improve the service image, with the strong support of relevant departments of the hospital, we conducted training for 18 newly admitted employees. Paper Network Online. After two weeks of etiquette training and military posture training, all 18 employees passed the assessment and acceptance, and their mental outlook has been greatly improved.

4 , and improved the relevant information and basic basis for diagnosis. With the continuous development of the hospital, the number of professional departments is increasing. In order to keep abreast of the dynamic information of these majors and experts and introduce them to patients in detail, we have collected and sorted out the newly established breast and rheumatology departments. Information from 5 departments and 12 experts, including metabolism, is added to our admission and outpatient guidance.

3. Service development

The service practice in the past few years has deeply impressed us. Recognizing that real service innovation lies in the opinions raised by patients, the hospital began to issue conduct evaluation cards to every discharged patient in May last year, asking everyone to comment on the service and conduct of medical staff they experienced during their hospitalization. To make comments, in order to allow patients to boldly reflect and speak out about problems, the hospital designated our department to collect comment cards, sort out the opinions and suggestions raised by patients, and provide timely feedback to relevant functional departments. Since the beginning of this year, we have collected and sorted out practices. There are 5,442 comment cards, and more than 100 comments and suggestions on services have been collected. The implementation of this activity has played a positive role in strengthening doctor-patient communication, targeted improvements, and improving service capabilities and levels.

IV. Service Innovation

Serving patients is never-ending and requires us to constantly explore and innovate in our work. Although some things are very small, as long as we are careful, we can leave a deep impression on patients. For example, we prepare sugar solutions for patients undergoing outpatient glucose tolerance tests, and handle various procedures such as stamping on behalf of patients with limited mobility. Since January this year, with the strong support of the hospital’s nursing department, purchasing center, general affairs department and other departments, we have also launched A new initiative to provide convenient services to the public - the "Love Department Store Bedtime Delivery Activity". Customer service staff visit each ward at fixed times every day to provide services. If patients have temporary urgent needs, they can also call the purchasing hotline. The hospital has formulated strict regulatory supervision measures for the quality, price, service specifications and service disciplines of purchasing goods. Since the launch of this activity, it has served thousands of patients and accepted telephone appointments for delivery services more than 10 times.

With the concerted efforts of all the staff of the service center, although we have done some work that should be done this year and achieved certain results, the existing problems cannot be ignored. First, in the service process, the outstanding manifestations are narrow vision, conservative thinking, lack of knowledge, not enough new ideas, not enough ideas, and not enough methods; second, the service awareness of customer service staff needs to be further strengthened; third, the training of medical guides The level needs to be improved. The above problems require us to gradually improve in future work and strive for greater results.