Summary of the customer service work in the physical examination center, rich working life has passed inadvertently. During this time, everyone must have learned a lot of knowledge and know what shortcomings they still have. Let me take a look at the customer service summary of the physical examination center with you.

Summary of Customer Service in Physical Examination Center 1 20XX is a year in which risks and opportunities coexist and great challenges are faced for Great Wall Health Industry Group. The new ward building is about to start, the East Hospital of the Fourth Provincial Hospital is about to open, and the new management of Huaguang Hospital is about to be in place, which brings many uncertainties to the development of our hospital. Facing the challenge, the head of our department needs to be calm, down-to-earth, more passionate, strive to make our characteristic college bigger and stronger, and make our services refined and deep. The work of the physical examination center in the first half of XX is summarized and reported as follows:

I. Analysis of operating conditions

1. Overall workload statistics and comparative analysis in the same period (65438+June): From the overall workload comparison, the first half of xx year obviously exceeded the level of the same period in XX year, including the total number of people, medical examination units and individual customers. In the first half of the year, the monthly physical examination records of more than 7,000 people were created. The completion of tasks in the first half of the year mainly depends on the support and help of new units such as ICBC, Xinao, rolling stock depot and communication construction. Or the units that have physical examination every other year, and more importantly, the support of fixed big customers, including electric power design institute, communications, China Construction Bank, People's Bank, etc. For the completion of the annual task, business personnel still need to persevere, strengthen research efforts, and fight hard in the second half of the year to ensure the smooth completion of the annual task.

2. Comparative analysis of individual customers' income (unit: 10,000 yuan) shows that, except for 1 which is less than xx years, the income of others exceeds xx every month, and the monthly income level is relatively stable, which is enough for the potential of personal market development. However, the development speed of the personal market is not our expected goal, and there is still a need for great action and handwriting in the market operation of individual customers. The profit rate and loyalty of personal resources are much higher than those of group customers, so we should stick to it.

Second, the market management

At the beginning of the year, according to the task indicators issued by the board of directors, the business personnel were decomposed into indicators, and appropriate incentive measures were combined to increase the market pressure of business personnel and enhance their pioneering spirit and initiative consciousness.

In terms of market development, combined with the actual situation of the physical examination center and various units, we take a multi-pronged approach:

1, strengthen quality and service supervision, set up quality control supervision group and service supervision group, do our best to reduce or avoid misdiagnosis, reduce customer complaint rate, solve customer complaints seriously and responsibly, improve the overall quality and image of the physical examination center, and maintain the brand image of Great Wall physical examination, so as to achieve the ultimate goal of stabilizing fixed customers and developing new customers.

2. Strengthen the visit and emotional communication with key customers, cultivate loyal and reliable key customers, and smoothly handle the relationship transfer brought about by the change of competent leaders. In particular, planned and targeted visits before the Spring Festival and banquets for the competent leaders before the physical examination have strengthened the intensity of emotional communication, and the effect is even more remarkable for Sinochem, Tongjian, Agricultural Bank of China and other people who have had physical examinations in the center but have not had physical examinations for xx years.

3. Strengthen the service for individual customers. In the first half of the year, we mainly provided a relatively distinguished personal medical examination service process through making an appointment in advance, staggered peak physical examination, full-course guidance, one-on-one health education consultation, and late follow-up. After the chairman returned from physical examination, in order to better develop high-end customers and improve the physical examination and service quality of high-end customers, a physical examination day was specially set up for high-end customers (every Sunday was a high-end physical examination day, which was put into trial operation in August) to refine the physical examination process.

Specific measures: strict reservation mechanism, limiting the number of people, avoiding Sundays for group customers, setting up distinguished basic packages and special packages, new process physical examination instruction sheets, accompanied by nurses throughout the process, formulating departmental process rules, improving breakfast standards, and taking disposable blood mats. Mobilization of all staff and gradual implementation will strive to make high-end customers experience the value-added service on Sunday, which will be a new challenge and opportunity for the current physical examination center, a means to show our high-end service level, show ourselves and improve ourselves, and create a new look for the Great Wall physical examination. It is also a practical measure for us to continue the physical examination industry in the provincial capital.

4. Strengthen the construction of marketing department and the training of business personnel. At present, the marketing department has 7 salesmen and 5 other part-time customers, aiming at strengthening the strength of the business staff, increasing face-to-face visits, expanding market promotion and improving the influence of the Great Wall Physical Examination Center in the provincial capital.

5. Strengthen market promotion, make full use of the replacement media resources, and update and enrich the content of Hebei Daily, Zhao Yan Evening News, Hebei Workers Daily, mobile TV, building TV, radio and television, taxi mobile electronic screen, bus stop sign and physical examination center website, so as to improve the awareness rate of the Great Wall Physical Examination Center.

Disadvantages: lack of upper-class social relations, being at a disadvantage in the competition for big customers, especially in the competition with the physical examination center of state-owned hospitals, we can only fight price wars and reduce profits, such as the physical examination of provincial civil servants and drug addicts.

Third, service management.

1. Absorb employees' rationalization suggestions and improve the overall service level. At the beginning of the year, suggestions on the management and process of the medical examination center were collected from employees, and self-examination and self-correction were carried out, which played a positive role in improving the service process and quality control.

2. Strengthen the improvement and construction of hardware. During the Spring Festival holiday, the central wall, partitions, doors and windows are painted and repaired to create a relatively beautiful, hygienic and warm environment for physical examination customers. The introduction of large-scale equipment such as color Doppler ultrasound, biochemistry, arteriosclerosis and capsule endoscopy has laid a solid hardware foundation for the quality assurance of physical examination, improved the overall image and improved customer satisfaction and loyalty.

3. Realize the data network management of physical examination center, modify and debug on the basis of the original physical examination management program, and install microcomputers in various departments, so that customers can carry out the whole inspection according to the guide sheet and barcode without the physical examination sheet, and finally issue computer-generated reports and suggestions.

4. Improve employees' self-service awareness, hire "practitioners" management consulting company to conduct service training, explain the importance of service in marketing from employee's mentality, service process and communication, and stimulate employees' heartfelt service awareness.

5. Create a perfect post-inspection service process.

1) By pasting the health invitation letter, it has played a positive role in promoting the free reexamination, and most customers can go to the physical examination center for free reexamination on schedule, with remarkable effect.

2) Prompting, explanation and consultation of physical examination report are more standardized, especially the acceptance of hypertension department in physical examination center provides technical backing for the management of hypertension patients, and it has also been recognized by some unit leaders, which has promoted the stability of the market.

3) With the active participation of the Department of Hypertension, the health education and consultation in the center was obviously more than in previous years, and there were more than 20 post-education lectures in the first half of the year.

Disadvantages: lack of professional etiquette training, lack of enthusiasm or warmth in front desk service.

Fourth, quality management.

1, the introduction of updated testing equipment laid a solid material foundation for the quality of physical examination, especially the installation of biochemical instruments during the peak period of physical examination, which ensured that each specimen was completed on time and with good quality.

2. Set up a quality control team, arrange a spot check and summary of the physical examination form on Friday afternoon, report it at the regular meeting on Monday, and give appropriate rewards and punishments.

3. Form an internal consultation mechanism to improve the positive rate. First, avoid or reduce the occurrence of misdiagnosis.

4. Send personnel to study and train, and arrange ultrasound and electrocardiogram to the Fourth Provincial Hospital and Great Wall Hospital for further study in spring and summer.

Disadvantages: the overall quality of the staff in the physical examination center is low, and the overall professional level needs to be improved through exchange and study.

Verb (abbreviation for verb) Other management

1, power load evaluation and transformation formulation, construction in winter off-season.

2, high-end customers physical examination process scheme and scheme formulation

3. In terms of personnel and property management, respond to the advocacy of vertical management of group departments. On March 15, Liu Guoxing was in charge of financial affairs, and Liu Guoxing was in charge of personnel and procurement.

Summary of customer service work in physical examination center II. Starting from the heart, it sounds simple, but it's not. How can we do the work better from the heart? Good is perfect, and perfect work requires us to devote ourselves wholeheartedly and treat each other sincerely.

I remember a memory when I was a child: I was sent to the hospital by my anxious parents because I was sick, and I was already afraid of the hospital. I have been crying since I entered the hospital gate, clamoring to go home. The doctor also said that I needed an injection, so I was lured to the injection place by my parents and saw an aunt wearing a white coat, a white mask and a white hat on her head.

Although she was forced to hold her body tightly by her parents, she kept twisting. In this way, after a long time, my aunt was anxious and shouted, "If you move again, I will give you more injections!" " I also ordered my mother to hold me still. Now think about it, if the nurse was not so hidden at that time, but smiled and encouraged me, maybe I wouldn't be so scared!

With the passage of time, I grew up slowly. When faced with life choices, I became a nurse dramatically and became the "angels in white" in people's eyes. From the first day I became a pediatric nurse, I told myself that since I am also a pediatric nurse, I must face my sick child with my smile and change the expressionless and aggressive image of a nurse in my childhood.

Not long ago, a sentence from a 6-to 7-year-old boy made me more convinced that what I did was right. The first time I treated the little boy, I walked into the ward with a smile as usual, and he kept staring at me. The next year, he cried and clamored for my grandmother to give him an injection. He heard from his grandmother that a nurse wanted to give him an injection, but he just refused, holding his small fist and not letting others touch it, and insisted on looking for me.

So I went. When he saw me, he did nothing. He just obediently held out two little hands for me to choose. I was very surprised. Why did the little boy do such a thing? But he didn't ask, just thinking. I have been treating him for the next few days. But because he was busy at work, I finished his injection and was busy with my own class.

It's been a long time. He said that the injection site was very painful and asked my grandmother to let me see him. After I went, I smiled and touched it gently and asked in a low voice: Does it still hurt? He blinked at me and said, no, it doesn't hurt at all. When I was discharged from the hospital, I asked him why he called me every time he had an injection. He said something that touched me very much, aunt, because I wanted to see you smile at me.

"Three-point rule, seven-point protection." So I can feel the importance of nursing work more and more. Someone once said. "The people who pull the curtain of life are nurses, and the people who pull the curtain of life are also nurses." Yes, who doesn't need a nurse's meticulous care and careful care in one's life? "Nursing is an art." Nurses should have a sympathetic heart and a pair of hands willing to work. "

Nurses in the new image will use their love, patience, carefulness and sense of responsibility to relieve patients' pain, support their weak lives with selfless dedication, raise the sails of life again, make painful faces smile again, and make families laugh again ~ "The beauty of an angel in myth lies in her holiness and kindness, and the beauty of angels in white lies in her warmth and smile." In the new century, especially after China's accession to the WTO, our work is facing new environment, new opportunities and new challenges. I want to create a new image of nurses in the new era, so I want to start from the heart, from the heart!

People often say: "Eyes are the windows of human mind", and anger and misuse in human emotions can be expressed in eyes, but what people want to see more is the fiery eyes of medical workers and the sincere smiling face behind the white mask. Creating a new image of the city is inseparable from the image building of all walks of life and the new changes in all walks of life. As a "window" industry, the health department influences and embodies the new image of a place, so it is necessary to build it.

With keen insight and keen observation, we should innovate, forge ahead, have tenacious will and perseverance, be down-to-earth, work hard, constantly improve ourselves, enrich ourselves, emancipate our minds, change our concepts, be good at learning, learn from each other's strengths, and practice the nursing mode starting from case nursing.

From group nursing to functional nursing, responsibility nursing and now systematic holistic nursing, it is no longer as simple as before, but treats the disease as a whole. Every new way of working is the inheritance of the original way of nursing, in order to provide patients with more comprehensive, holistic and systematic services!

As a nurse in the new era and a member of Jiangxi medical staff, I must conform to the requirements of the times, make unremitting efforts, contribute to shaping the new image of Jiangxi medical staff, add luster to the overall image construction of Jiangxi medical staff, keep up with the pace of health reform and development, and work hard to realize the grand cause of Jiangxi's rise in central China!