Work plan of hospital customer service department

Hospital comes from Latin, meaning "guest", because when it was first established, it was for people to take refuge, and there was also a lounge for people to be comfortable and have entertainment intentions. Later, it gradually became a professional institution to meet human medical needs and provide medical services, and it was a service place to accommodate and treat patients. Let's take a look at the work plan of the hospital customer service department. Welcome to read the reference.

Hospital customer service department 1 work plan is updated in one yuan and Vientiane is updated. The new year is about to begin. According to the present situation of customer service department, the annual work plan of customer service department is formulated.

First, keep learning and training.

Strengthen the construction of employees' own quality team and improve management level. Be merciless and do all the work well.

(1) In view of the importance of responsible customer service department, we should not only undertake the management of responsible medical guidance. It is also necessary to manage the consultation center well, so new employees should be trained in the department for half a month in addition to completing the tasks assigned by the hospital. Familiar with employee handbook, employee training materials, rules and regulations of departments and posts, confidentiality system, etc. Only by passing the exam can you officially take up your post.

(2) The head of the department strengthens the supervision and management of the players, and inspects the personnel on duty in various subjects irregularly every day, and implements and puts forward criticisms. It is stipulated that the heads of all departments should patrol the team members, halls and corridors on the second floor of the outpatient clinic every 1 hour to handle all the work in time.

(3) Develop a training plan and conduct a series of skills training for employees on a regular basis.

Time deployment:

1 month: all the staff in the customer service department are tested, and all the staff are required to master and remember the situation of various departments in the hospital and the situation of outpatient experts and doctors.

February: Strengthen the service concept of the staff of the customer service center, learn to "serve with heart, care with love" to achieve wonderful service, and raise the service of our hospital to a new height! Learn "communication skills with customers" to strengthen the communication ability between employees and patients.

March and April: Strengthen marketing management for team members of departments and give lectures on "Hospital Internal Marketing". Let customer service personnel deepen their understanding of the basic concepts of marketing. Then hold a "seminar on marketing practical skills" to let customer service staff use marketing skills better and more correctly.

May and June: Conduct etiquette training and etiquette test for the players. Give correct guidance to employees' words and deeds, and establish a good brand image of the hospital.

Second, under the leadership of the hospital, do a good job assigned by superiors to ensure that there are no major disputes and accidents throughout the year and reduce the occurrence of complaints.

(1) Do a good job in customer return visits, understand customer needs, constantly improve our work, and do every detail to meet and satisfy customer needs and growth. Please strengthen the communication between the planning department and the consultation center.

(2) Do a good job in the coordination of outpatient departments, communicate with doctors more, reduce contradictions and conflicts between departments, and be kind. Grow together.

(3) Do a good job in communication with inpatients, reduce patients' misunderstanding of medical staff, reduce the occurrence of complaints, and strive to do better hospital services!

(4) According to the physical quality of employees, hospital leaders can be required to conduct military training for all employees in three steps: standing at attention, resting, stopping rotation, standing across, squatting and saluting. Please ask the hospital security department for training.

Suggestion:

1. The hospital conducts 5s management training for all staff.

2, can carry out outdoor development training, strengthen the overall quality of employees!

2008 is coming to an end, and we will meet it with confidence. The new year means new opportunities and challenges. Today's flowers are better than in the past, and it is expected that tomorrow's flowers will be redder. Our department firmly believes that under the wise decision-making and operation of hospital leaders, the hospital's tomorrow will be better!

Work plan of hospital customer service department II. Establish a network of customer service centers and establish electronic documents of customer information.

Second, departments and developers issue customer information questionnaires and establish vip health records after screening.

Three. Vip customer member

1, VIP card drilling customers: high-end customers who pay 20 14 yuan annually and earn 38,000 yuan annually.

2.vip gold card customers: annual points 18000 points.

3.vip ordinary card customers: 3000 points for the whole year.

The customer service department of the hospital will adjust the customer category according to the accumulated effective consumption of vip customers.

IV. vip Diamond Card Gold Card Customer Fixed Service

1. Drive a health service car to pick up and drop off hospitalized vip customers for free.

2. Gold card: vip channel service for drilling cards All vip customers can show their VIP cards directly at the sign facing the "Gold card drilling card VIP channel" at the counter, and the customer service staff will assist in all formalities after explaining their purpose, so as to make customers feel at home and enjoy the distinguished feeling.

3, free of experts and ordinary registration fees.

4. Warm service: vip customers will receive a greeting call from the bed nurse three days after discharge, and every major festival will send holiday wishes or telephone wishes through SMS, so that vip customers can always feel the attention and concern of the hospital, thus enhancing their sense of identity and satisfaction with the hospital.

5. Information through train: timely and free delivery of the latest medical services, latest medical information and preventive health care knowledge to customers.

6. Free physical examination: health consultation and birthday wishes: vip customers can enjoy free physical examination every year, and can call the hospital service hotline for health consultation at any time, and even get birthday gifts that the hospital changes irregularly when corresponding to their birthdays.

7.vip salon service hospital holds a VIP salon association every year according to the overall needs of high-end customers. Friendship Association can choose different themes and new medical service promotion meetings according to the characteristics of customers. Reception. Sports meeting. Travel. Watch a movie. Hold concerts and other flexible forms, reflecting the concept of "creating value for customers".

8. Dedicated customer service representative "One-on-one service" In order to make the VIP who drilled the card feel the special attention of the hospital, establish health records for them and their families, formulate personalized diet and exercise plans, implement exclusive family health care doctors, and provide them with health care every two weeks. Medical consultation. Medical services such as seeing a doctor on behalf of experts.

Note: High-end customers charge a membership fee of 2000 yuan per year.

Verb (abbreviation of verb) VIP card terms of service

The validity period of vip is consistent with the customer's annual points and annual membership fees, that is, as long as the customer's annual points are valid or the expected annual membership fees are valid, they can continue to enjoy VIP services. If the points are invalid or the annual membership fee is terminated, the VIP service will be terminated accordingly.

Distribution method of intransitive verb drilling card

The hospital organizes exclusive service representatives of drilling cards to visit customers and present drilling cards, and the exclusive service representatives strictly register relevant information.

Seven. Vip customer service details

Collection and archiving of Vip customer data

1. List the clients who need follow-up service three days after discharge, and urge the bed nurse to provide telephone greeting service.

2, every two working days can query vip customers in the "vip customer query" system, and check the collected data again. After determining the level, mark the categories of "diamond card", "gold card" and "ordinary card" in the vip customer file. And make the corresponding follow-up service induction and division.

3. Create a data file for each vip customer and number it. Data cards should be filed in the order of card numbers, and the corresponding filing list should be established.

4. Before 30th of each month, make statistics on vip customers who will celebrate their birthdays next month, and make scientific and orderly arrangement, statistics and filing. And make corresponding updates and adjustments at any time.

5. Keep the electronic information of vip customers. According to "vip customer category", "vip customer birthday order", "vip customer serial number" and other types, the electronic document list of vip customers is established for easy query.

Vip customer service project implementation

The validity period of 1.vip service is the same as that of the VIP card of the customer.

2. List the birthday information of vip customers every time, and vip customers call or send messages to wish them a happy birthday.

3. Send newspapers and periodicals to all vip customers twice a year for free: customer service news and health news.

4. The time for the customer to enjoy the annual physical examination is decided by the customer, but the customer needs to inform the relevant personnel of the hospital customer service department three days in advance, and the staff will review the latest status of the customer at that time and feed back the customer's situation to the corresponding pre-insurance department in time so as to prepare for the connection.

5, open a service hotline, health consultation at any time.

Work Plan of Hospital Customer Service Department 3 I. Work Ideas

The general idea of hospital work this year is: fully implement the action plan of the National Health and Family Planning Commission to further improve medical services, take Scientific Outlook on Development as the guide, take management innovation as the concept, take "dimethyl" re-evaluation as the driving force, take the comprehensive implementation of public hospital reform as the core, optimize medical service processes and improve patients' medical experience; Advocate refined management methods and give full play to the role of quality control system; Continuously improve medical quality and service connotation; Continue to strengthen the construction of work style, actively be diligent and thrifty, and promote righteousness; Constructing harmonious doctor-patient relationship and enhancing the hospital's sustainable development ability. In order to build a regional medical service center, provide people with safe, effective, convenient and cheap basic medical services, realize the hospital vision of "excellent management, quality first, sincere service and beautiful environment", and strive to create a new situation in all aspects of hospital work.

Second, the focus of work

1. Adhere to the public welfare of public hospitals and comprehensively promote the process of hospital reform.

According to the spirit of the State Council General Office's Opinions on Comprehensive Reform of Flag-level Public Hospitals in Inner Mongolia Autonomous Region, the Working Path of Comprehensive Reform of Flag-level Public Hospitals in Inner Mongolia Autonomous Region, and the Key Tasks of Deepening the Reform of Medical and Health System in xx, our hospital will continue to deepen the comprehensive reform of hospitals this year and improve the full cost accounting and internal management. Reduce the operating cost of medical services, straighten out the price comparison relationship of medical services, and realize that hospitals and patients will not lose money on the basis of implementing zero price difference of drugs and rationally adjusting the price of medical services. Adhere to the principle of "total control, structural adjustment, rising and falling, and gradually reaching the designated position" and the principle of "public welfare of public hospitals" in the work, control the growth rate of total hospital income, and ensure the balance of payments; Control the actual medical expenses of patients, ensure that the total amount does not increase, and gradually establish a standardized, scientific, efficient and orderly operating mechanism of public hospitals to ensure that the people enjoy safe, convenient and cheap basic medical services.

At the same time, we should pay attention to the systematicness, integrity and synergy of reform; It is necessary to organically combine the improvement of hospital service ability with the improvement of people's medical conditions, reform the distribution system, establish an income distribution system that conforms to our hospital's reality and reflects the post performance and the value of medical staff's technical services, and tilt the income distribution to the clinical front line, key positions and business backbones to mobilize the enthusiasm of medical staff; And gradually establish a modern hospital management system, implement the target responsibility system management of the president's term of office, comprehensively promote the comprehensive reform of management system, salary mechanism, personnel system, income distribution, price system, procurement mechanism and supervision mechanism, establish an operating mechanism suitable for the characteristics of the hospital and ensure sustainable development, and promote the further improvement of the medical service level in our hospital.

The evaluation and construction are carried out at the same time, which is completely in line with the "dimethyl" re-evaluation of the autonomous region.

In xx, our hospital closely focused on the goal of "Dimethyl", and the cadres and workers of the whole hospital made unremitting efforts to carry out various work to create a second-class first-class hospital, and successfully passed the initial evaluation of "Dimethyl" by Wulanchabu Municipal Health Bureau. In xx, we will accept the re-evaluation of "Dimethyl" in the autonomous region, and take the re-evaluation of "Dimethyl" as the top priority of our hospital. In the evaluation, we should firmly grasp the guiding principle of "promoting construction by evaluation, promoting reform by evaluation, and focusing on connotation" In view of the problems found in the initial evaluation, all departments work together to sort out the deficiencies one by one according to the standards, carefully find out the deficiencies, formulate rectification measures, organically combine rating evaluation with daily work, and implement the concept of continuous improvement of pdca every day.

At work, go all out to participate in the evaluation work. It is necessary to supervise everything and implement everything, "promoting construction by evaluation and promoting evaluation by work", so that all the work in the hospital can be continuously improved and improved, and strive to successfully pass the "dimethyl" re-evaluation in the autonomous region.

3. Improve medical services and patients' medical experience.

Implement the national health and family planning commission's action plan to further improve medical services, carry forward the industry spirit of "not afraid of difficulties, willing to contribute, saving lives and saving lives, and love without borders", adhere to patient-centered and problem-oriented, and enhance people's feelings of seeing a doctor. Focusing on the outstanding medical service problems reflected by the people, we will vigorously promote hospital reform and improve services. By improving the environment, optimizing the process, improving the quality, ensuring safety, promoting communication, establishing mechanisms, supporting science and technology and other measures, we will strive to make people's medical treatment convenient, safe, effective and clear, and the level of medical services will be significantly improved, and the people's medical experience and social satisfaction will be significantly improved.

4. Strengthen hospital quality management and give full play to the role of quality management system.

In order to make hospital quality management more scientific, institutionalized and standardized, we should first give full play to the function of quality control system, improve the original quality control system, give full play to the three-level quality monitoring function according to the Implementation Plan of Medical Quality Control and the Evaluation Standard of Hospital Quality Control in our hospital, and focus on link quality control, focusing on the supervision and inspection of the implementation of relevant hospital laws and regulations and various hospital work systems, and guiding the quality control activities of quality control teams in various departments. And link the quality control results with the salary payment, so as to reward the excellent and punish the poor. Give full play to the role of quality control system in hospital quality management and realize the continuous improvement of medical quality.

5. Strengthen medical quality management to ensure medical safety.

Conscientiously implement various medical laws, regulations, diagnosis and treatment norms and guidelines, take reducing medical quality defects, eliminating medical safety hidden dangers, reducing medical disputes and eliminating medical accidents as the focus of medical quality management, implement total quality management and quality control, strengthen the connotation construction of medical quality, fully implement the core system of medical quality and medical safety, strengthen supervision and inspection, and change static management, post-event control and passive management into dynamic management, whole-process control and active management to promote medical quality and safety.

6. Fully implement the overall nursing responsibility system and improve the patient satisfaction rate.

Carry out the overall nursing work mode of responsibility system in an all-round way, optimize the allocation structure of nursing staff, carry out target management and quality control throughout nursing work, implement post responsibilities and management objectives, and improve the assessment mechanism and nurse post responsibility system; Clarify the connotation and work norms of high-quality nursing, fully mobilize the enthusiasm of nurses, further promote high-quality nursing service, improve the level of nursing service, and improve the satisfaction of nursing service.

7. Strengthen personnel training and introduction, and strengthen the construction of key specialties.

Cultivate and introduce talents in a planned way to improve the professional level of professional and technical personnel; Focus on the construction of 2-3 key specialties, build high-quality specialty brands, and form a development model of "hospitals have key points and departments have expertise"; Introduce new technologies and projects to expand the field of medical services; Enhance the core competitiveness of the hospital and make new progress in all aspects of the hospital's work.

8. Implement full cost accounting to improve the enthusiasm of hospital staff.

Strengthen cost control, improve full cost accounting and internal management, and continuously reduce operating costs. Further improve the performance distribution scheme and gradually link it with cost accounting and salary payment. Accounting indicators are further refined, and through reasonable salary distribution, the enthusiasm of employees in the hospital is stimulated, and the quality and efficiency of medical services are further improved.

Three. Tasks and specific measures

-Strengthen the management of medical quality and promote the continuous improvement of medical quality. Guided by the "Dimethyl" evaluation standard, we will focus on implementing the core systems of medical quality management such as the first consultation responsibility system and the three-level doctor's rounds system. Strengthen the management and supervision of key links and key parts of medical quality, implement dynamic management of medical quality, and strengthen link quality control. All quality inspection teams and functional departments in the hospital make monthly or weekly key assessment contents, carry out regular supervision and inspection, carry out comprehensive quality assessment in a planned and step-by-step manner, and implement comprehensive monitoring of basic, link and terminal medical quality; The quality control team of the department conducts self-examination and self-evaluation every week, and regularly reports the statistical results of quality and technical indicators; The quality control department summarizes and analyzes the quality inspection and assessment of each assessment team every month, regularly issues quality management briefings, informs relevant departments to rectify in time, and combines the quality control results with salary payment, rewards the excellent and punishes the bad, promotes the departments to change from passive to active, actively carries out quality control, and continuously improves the medical quality.

-Strengthen medical safety management and reduce medical disputes. Strengthen the education and training of medical and health laws and regulations, dispute prevention and typical cases, and continuously enhance the legal awareness and dispute prevention ability of medical staff; Implement the continuous improvement plan of medical quality and medical safety management in our hospital, implement the target responsibility system of safety management, and implement the early warning mechanism of medical risks; Strictly implement the "check-up" system, patient identification procedures, clinical "critical value" reporting system, and medical safety adverse events reporting system, strictly implement medical technology operating procedures, standardize medical behavior, and promote legal practice; Strengthen quality and safety inspection and supervision, increase the inspection of departments with frequent disputes and accidents, and increase the punishment for illegal operations and violations of the system; Standardize the management of complaints in the hospital, deal with and give feedback to patients' strong problems in time, properly handle medical disputes, regularly analyze and summarize patients' complaints and medical disputes, and put forward rectification measures to effectively ensure medical safety.