Sample personal work summary for service department employees

Article 1 Example of personal work summary for service department employees

Through the development of high-quality nursing services, the nursing work in our hospital has gradually become standardized, and the image of nursing staff has been greatly improved in the minds of patients. Improvement, people's satisfaction has been greatly improved. The work on high-quality nursing services is summarized as follows:

1. Strengthen organizational leadership, improve ward hospitalization conditions, and ensure the smooth development of creation activities.

The hospital leaders attached great importance to the "Quality Nursing Service Demonstration Project" activity, established an activity leadership group headed by Dean Tian, ??formulated an activity implementation plan in a timely manner, held a mobilization meeting for the establishment of the activity, and clarified Responsibilities and Requirements.

Based on the mobilization of the hospital, Director Tian held a regular meeting of head nurses to carry out remobilization and redeployment. In order to implement the spirit of the notice, each grassroots department organized nursing staff to carefully study and understand the spirit of the documents related to the creation activities, unify their ideological understanding, clarify the goals of the activities, and refine the work tasks.

2. Implement hierarchical management and build a high-quality service nursing team.

Creating a well-structured, well-trained, professional and creative nursing team is the basis for achieving high-quality nursing services. First of all, establish the image of nurses. Nurses must wear nurse uniforms, nurse caps, nurse shoes, wear name badges, serve with a smile, and promote civilized terminology. Secondly, the staffing of nursing staff was further optimized. While the number of nursing staff is increasing, we have taken the form of overseas study, in-hospital training, and on-the-job learning to focus on improving the leadership and professional qualities of nursing managers. Through learning, the comprehensive quality and ability of nurses have been significantly improved compared to before, the professional skills of nursing staff in the hospital have been strengthened, the service level has been improved, and the overall nursing professional level has reached a new level.

3. Consolidate basic nursing care and continuously enrich the connotation of nursing services.

During the creation activities, shifts are reasonably scheduled according to work intensity. During the day when work is relatively busy and patient demand is high, shifts are increased to meet the service needs of patients as much as possible. It has solved the problem of insufficient staff and uneven busy schedules in each shift and department, and has been recognized by the dean and nurses. Each ward has carried out responsible nursing, with division of labor and responsibility, which has strengthened the sense of responsibility of nurses and completely changed the passive service of the past where nurses could only be seen when the pager rang and family members or patients called, to the current situation where nurses constantly patrol the wards. , proactively provide services to patients in a timely manner, and realize a new clinical nursing service model. Nursing staff implement the first-question responsibility system and the first-welcome responsibility system, and set up warm notification cards, issue health education cards, and diet care cards to strengthen nurse-patient communication. It focuses on patient-centered care, strengthens basic nursing care, fully implements the responsibility system, deepens the professional connotation of nursing, and improves the overall level of nursing services, which has been highly praised by patients' families. Basic nursing training for nursing staff has been strengthened.

Fourth, strengthen specialist nursing and effectively improve the soft power of nursing services.

While strengthening basic nursing care, our hospital firmly grasps the direction and requirements of “high quality” and continues to improve the soft power of nursing services. In order to improve the level of specialist nursing and strengthen the training and assessment of the specialist knowledge of nursing staff, departments are organized to select typical undergraduate diseases, integrate specialist nursing knowledge, make repeated revisions, unify standards, and make reasonable adjustments to provide continuous and reliable clinical information. In order to further standardize the health education work and change the current situation of nursing staff lacking communication experience and communication art, health education activities were carried out in various departments to give full play to the professional characteristics, technical advantages and service characteristics of the pilot departments, tap potential, establish an image and build a brand.

5. Implement full-process monitoring, continuously improve the quality of nursing services, and strengthen performance appraisal.

In terms of business management, we always adhere to the "patient-centered" service concept, continuously strengthen the quality and safety awareness of nursing staff at all levels, increase the intensity of nursing quality supervision, and achieve comprehensive inspections and individual items. Inspections are combined, vertical inspections and cyclic inspections are carried out interactively, and regular inspections and irregular inspections are complementary.

In order to further deepen high-quality nursing services, motivate nursing staff, effectively implement overall nursing care with a responsibility system, standardize nursing behavior, strengthen safety awareness, ensure clinical nursing safety, and give full play to nursing quality control, supervision, and inspection and other system functions, effectively carry out nursing safety management work, and formulate performance appraisal methods for nursing staff.

In future work, our hospital will increase systematic research on high-quality nursing services, establish a long-term mechanism to improve nursing services, and normalize high-quality nursing services. First, strengthen nursing etiquette training, Further shape the image of nursing staff; the second is to strengthen theoretical learning and improve the professional theoretical level of nurses; the third is to strengthen nursing technical operation training and improve the nurses' operational skills; the fourth is to improve the performance appraisal system so that high-quality nursing services can be effective in our hospital Continue to develop; provide comprehensive and high-quality services to the people, satisfy patients, and satisfy society.

Part 2: Personal Work Summary for Service Department Employees

At the end of the year and the beginning of the new year, the new year has begun, and our work has come to an end. Looking back on the past year, although we did not make any major mistakes in our work, we still did not handle many problems well, and some small details in our work were not perfect. Our group regularly holds group meetings organized by Master Wang to summarize problems and make corrections in a timely manner. The following is a summary of the problems encountered in the previous year and the areas that need improvement. I hope it can also bring some help to other colleagues:

1. Language communication skills:

( 1) When talking to users, you should think carefully, speak rigorously, and pay attention to art. Use "please" more often to make the tone softer; when apologizing to users, try to use "sorry" instead of "sorry", which will appear more sincere; when users call us to greet us and say "hello", try not to say any more words in response "Hello" can be replaced with "Can I help you?"; if you need to ask the user to speak, you can use "Please speak" instead of "You said"; do not use the abbreviation of the user, and the speech must be complete and standardized. Do not use words such as "missing insurance, investment promotion, agriculture, industry and commerce", or some incorrect or inverted sentences. The speaking speed should be appropriate. When encountering elderly people or users with poor hearing, the volume should be increased appropriately and the speaking speed should be slowed down.

(2) When a user has a problem with his or her electronic card and needs to repair the card, he or she should first apologize to the user. When introducing an outlet, you can specifically state "Wait a moment, I will help you find the nearest outlet" and Explain the reasons for this phenomenon to users, and remind users to plug in the card for a longer time to transmit power in the future to avoid such situations, so that users can feel that we are responsible for our work, so that they can understand and cooperate with our work and reduce inconveniences. Necessary disputes; when receiving calls from users to inquire about power outages due to faults, they must first apologize to the users and state that "it is our responsibility to ensure that you use electricity. If there is a fault, we will definitely deal with it immediately and restore the power supply as soon as possible to reduce the impact of the power outage on you." "It's an inconvenience"; because not all banks use 'all-in-one cards' for 24-hour power purchase points, and their names are different. When answering users, they should not generalize. It can be said that they are 'bank transaction cards'.

(3) Be careful when answering the phone, pay attention to every word the user says, comprehensively analyze the problems reported by the users, find out the key points, identify the responsible departments that caused the incident, and solve the user's problems as soon as possible Solution: What should be explained clearly must be explained clearly to the user. Do not ask the user to do something in a commanding tone, and do not casually or answer some uncertain questions and requests of the user. The speech should not be too wordy to avoid boring the user. , you must put yourself in the user’s shoes and put yourself in the user’s shoes; when talking to the user, you must take the initiative, do not rely solely on experience and speak too casually, and be careful to leave room for yourself when replying to the user and leave yourself a way out.

2. Business and problem handling:

(1) When building a new community, consult about the issue of temporary conversion to formal electricity use: it can be explained this way: because the overall project of the community has not been completed, the developer has We cannot wait for all projects to be completed before selling commercial buildings, so we can only sell one building after completion. During this period, there are no conditions for conversion to formal power supply, so construction electricity is temporarily used to provide power to residents.

Completion of the project does not refer to the completion of the entire building, but refers to the overall completion of the community project, including: gas, water supply, electricity, ancillary facilities of the community, etc. The completion report is stamped with the completion opinions of the relevant units and Only when all the official seals are stamped, the project is truly completed, and then you can go to the power company to go through the relevant procedures.

(2) Regarding the issue of card meter refunds: It can be explained as follows: In the case of overall demolition or confusion between the electricity card and the corridor light electricity card, refunds can generally be processed. In principle, no refunds will be issued in other cases. However, if users have special reasons, they can directly contact the corresponding local branch for enquiry.

(3) Regarding the problem of meter calibration in Shijingshan: If you encounter a user in Shijingshan District who wants to calibrate the meter, you can explain: Because the school meter department works during administrative hours from Monday to Friday, if the user reports for repair in the morning, it will usually be on the same day. We can arrange the processing and explain it clearly to users to avoid misunderstandings by users. This kind of work in other urban areas generally cannot be arranged on the same day. If the user's repair report is not processed after a few days and the request is urgent, the user can be asked to directly contact the card meter verification department of each company to make an appointment.

(4) When the user reports that the switch in the meter cannot be turned on, the user must verify the power. It does not matter whether the meter is new or old, because the meter will automatically turn off when the meter reaches zero. If the power is not input, the switch will also be turned on. No, but this is a normal phenomenon. Users are asked to purchase electricity. If it is verified that this is not the case above, the user must disconnect all indoor electrical appliances and leakage switches to try. Because household appliances and wiring are likely to cause a short circuit, causing the switch in the meter to open or fail to close. Only by disconnecting the problematic line and closing the switch in the meter can we accurately determine whether the switch in the meter is faulty. But remember to try not to let users try plugging in the socket, as a short circuit in the line may cause a fire, which is dangerous.

(5) Regarding the question about the scope of the planned maintenance and outage: it can be explained as follows: Because the power company's lines are complicated, whether it specifically includes the area where the user is located cannot be determined immediately for you. We announce relevant information to the public only as a reference and reminder to nearby residents. You can confirm it with the real estate unit because since you live in this community, as a real estate or property owner, you have the responsibility and obligation to ensure your coal, electricity, Use of water, gas and other public facilities.

(6) If we receive a call from a user reporting that our company’s personnel had a dispute with the user at the repair site for some reason and injured the user: it can be explained as follows: since there has been an injury to someone , and you have witnesses and physical evidence at the scene, this kind of incident is not within the scope of our services. It is recommended that you take legal measures, contact the public security organs or call 110 to find out the facts on the spot. If it is indeed the responsibility of our company personnel and the cause If there are minor injuries or the above consequences, our staff will be held criminally responsible, and our company will also assess the directly responsible units and individuals.

(7) If you receive a call from the unit’s electrician to report an internal fault, please ask our company to cooperate with the power outage and try to let the electrician handle it by himself. Because electricians are required to hold an electrician's certificate, and can only obtain the certificate after passing the professional examination of the Labor Bureau, all certificate holders should have low-voltage live work skills. If the work is indeed beyond the ability of electricians, remuneration arrangements will be made.

(8) Regarding complaints: If you receive a complaint call from a user, you should first express your sincere gratitude to the user. "We welcome your valuable comments and suggestions on our work, which will help the improvement and improvement of our work." improve". You should listen carefully to user complaints, find out the key points of the problems that users want to solve, and try to communicate with users to help users solve problems. But we cannot blindly follow users. If there are indeed problems with our company's services or personnel, it should be recorded. However, if there is no fault at all, even user complaints cannot be accepted. For example: Users need to bring proof of real estate when renewing their cards, but some users do not understand and want to complain. You can explain to them: Bringing proof of real estate is also to avoid unnecessary disputes in the future. It is for the sake of users, and there is no need to accept such complaints. For users who want to complain about power outages due to arrears, try to explain the relevant laws and policies to them clearly, and pay the arrears to avoid power outages. If users are not satisfied with other work of our company, they can call to report after the power problem is solved. This reduces the generation of complaint tickets.

(9) It is now found that some residents in Dongcheng District have knife gates installed in front of their meters. This gate is to facilitate the handling of internal faults of users. The property rights generally belong to the power company and the real estate unit. Both parties have the right to process.

(10) There are two buttons next to the user's indoor leakage protector. One is the reset button: when the circuit is short-circuited or leaks and the switch is tripped, press this button to close the switch; The other is a test button (with a T-shaped mark): If there is power at the meter outlet, press this button and the switch will turn off. If there is no action, it means that the meter outlet may be out of power. Under normal circumstances, users should do a gate drop test once a month to determine whether the leakage protector is normal.

3. Work order processing and other aspects:

(1) Since the assessment of the work orders has now begun, the attendant must be detailed and accurate when recording the address, and the content should be concise and to the point , there is no need to fill in some words such as "Want to check", "The electrician has checked", "Please contact first", "Strong request", etc. Please indicate if there are important things. Generally, repair reports should be filled out in a uniform format as much as possible, which can save us thinking time when filling in and also facilitate the management of the duty manager. Avoid typos and incorrect sentences, and try to hang up the phone after completing the form.

(2) The on-duty staff should maintain a high level of enthusiasm for work, use more of their spare time to learn professional knowledge, be open to asking for advice, and team members should cooperate with each other and work together in unity. Problems or important information that arise in daily life should be recorded and summarized in a timely manner to improve business levels. You must control your emotions at work to ensure the quality of your work every day. Observe work discipline and do not do anything unrelated to work. Correct service attitude, change our service from passive to active, improve service awareness, and look at problems from the user's perspective.

(3) For work orders that have already produced results, if the user has any doubts, don’t listen to the user easily. You can help them contact the grassroots and understand the specific situation before explaining to the user. Don’t talk to the user. Express your opinion casually, analyze who is right and who is wrong, etc.

(4) When receiving a call reporting a power outage in the outer suburbs, if there is no accident report and it needs to be transferred to the local customer service, you can click on the meeting after the transfer to learn whether there is a fault. If it is an external line fault, the value should be reported A long-term announcement will be made to facilitate the judgment of the on-duty personnel who receive the call here again.

The above three aspects are the problems and shortcomings that my team members usually encounter when answering calls. Through Master Wang’s timely corrections and strict supervision, we have gradually mastered the relevant business knowledge and have Deep understanding, only by integrating the knowledge can we explain and serve users more clearly. In terms of dialogue with users, we have also corrected many problems, such as spoken language, tone of voice, conversation skills, etc., and they are becoming more and more standardized. Although we have made some progress this year, we are still far from being able to answer every call perfectly. Whether in business or service, we must learn from outstanding duty officers in other groups or service pacesetters in other units to improve our own quality.

Master Wang often leads the team members to learn from objects at their convenience or in their spare time, so that we can master relevant knowledge more simply and clearly. In the new year, we hope to have more on-site practice related to business, such as: new network meters, line bird repellents, user-side metering devices and wiring, various business processes related to newly built communities, etc. , now we only have a general understanding of the above-mentioned business. If the user inquires for specific information, we will not be able to reply to the user. Through on-site field learning, we can gain a deeper understanding and increase the depth of our business. Because we often encounter reporters or users with strong legal awareness who call us to inquire about some questions, we feel a little difficult when answering, and our speech is not rigorous. This can easily allow users to take advantage of loopholes and cause unnecessary trouble. I hope to explain some commonly used questions. Basic knowledge of law. In terms of communication language with users, we must continue to strictly demand ourselves with high standards and provide users with standardized, thoughtful, enthusiastic and fast services. We also ask Master Wang to provide supervision and guidance.

Part 3 Personal Work Summary Example for Service Department Employees

I stand under the correct leadership of the township party committee and the government, and under the business guidance of the district bureau, closely following the work at the beginning of the year with the township party committee and government The government has signed the "Family Planning Target Management Responsibility Letter" and strictly follows the implementation methods of creating "Quality Service Stations", constantly innovates and self-pressurizes, and brings family planning services to a new level. Now this year, we will Summary of the work of the station.

1. Stay on the right footing and manage strictly.

In order to do a better job in service, we start from improving the rules and regulations to clarify work responsibilities, do a good job in internal management, strengthen the service awareness of all staff, and strive to have a good service attitude, high service quality, and service methods. new.

First, improve the rules and regulations and clarify personnel responsibilities. We have formulated the "personnel division of labor and job responsibility system", "leave cancellation system", "health technical service work system", etc. based on relevant requirements and industry characteristics. Break down various tasks to specific people, so that everyone has something to do and someone takes care of everything.

The second is to strengthen internal management and improve service levels. Family planning work is intricate and involves all aspects, which puts forward higher requirements for us. We must fully carry forward the spirit of hard work, unite and cooperate, and make every effort to expand family planning work. Firstly, Carry out follow-up services.

Women of childbearing age receive free fertilization, ring removal, and prevention and treatment of reproductive tract infections through face-to-face services, exchanges and communication, one per household, one person per person, harmonizing the relationship between family planning workers and the masses of childbearing age, and establishing a new role for family planning workers in the new era. image, winning recognition from the masses and achieving good social effects.

2. Standardize services and carry out work in an all-round way.

(1) Earnestly carry out the "pregnancy monitoring" work. Our station carries out ring check, pregnancy check and disease check for women of childbearing age, and insists on checking ring and pregnancy for married women of childbearing age every quarter. In the past year, 2,800 people have been screened. We insist on conducting centralized "disease checks" for people of childbearing age in July every year. We have screened 1,500 women's diseases and diagnosed 200 people. The implementation of this work not only facilitates the people but also protects the health of women of childbearing age.

(2) Carefully perform all kinds of surgeries on the site. On the basis of studying and improving our own technical level, we carefully perform each operation, strictly standardize the surgical operation process, and have effective results. Prevent the occurrence of complications and ensure the quality of surgery. A total of 60 surgeries have been performed in the past year (including 50 cases of ring insertion and 10 cases of ring removal). So far, there has been no case of surgical complications and no case of medical accidents.

(3) To carry out services in a down-to-earth manner, we actively carry out a series of reproductive health services, launch a reproductive tract infection intervention project, and provide one-stop services focusing on the four aspects of marriage, pregnancy, childbirth and childbirth. It provides a full range of medical, health care, consultation and guidance services to women of childbearing age, effectively ensuring the reproductive health of the masses. It has received about 500 treatments and consultations on reproductive health care and eugenics and eugenics throughout the year.

(4) Do a good job in the management of contraceptive pills and actively promote informed choice. First, establish a standardized system for receiving, distributing, and following up on contraceptive pills, open up channels for the distribution of pills, and ensure timely and sufficient supply to avoid Pregnancy aids.

To meet the needs of the vast number of women of childbearing age, the second is to actively promote informed choices of contraceptive and birth control measures, expand the field of family planning technical services, and expand technical services from the simple implementation of birth control measures to full contraceptive and birth control services, and eugenic and postnatal care services. , reproductive health services.

3. Cooperate with the township party committee and government to do other work well.

In conjunction with the work, while doing our best in departmental business work, in accordance with the overall arrangements of the township party committee and government, we fully cooperate with the township party committee and government to do a good job in Bao Village and participate in family planning The work team actively participated in the township's centralized family planning management activities and provided village cadres with food and accommodation in the village. They went to 10 villages in the township to carry out family planning investigation, clearing up and inventory of remaining problems, etc., and received approval from the township party committee and government In short, there are achievements and shortcomings in the previous work over the past year. In the future work, we will continue to work hard, make further progress, make high-quality service work more detailed and practical, and provide a good service to the people of the township. A satisfactory answer.