The name "hospital" comes from the Latin word "guest", because when it was first established, it was for people to take refuge, and it also had rest rooms to make the visitors comfortable and entertain them. Later, it gradually became a professional institution that met human medical needs, provided medical services, and served as 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 and learn from it. Hospital Customer Service Department Work Plan 1
Everything is new and renewed. The new year is about to begin. According to the current situation of the customer service department, the work plan of the customer service department for the year is specially formulated.
1. Continuous learning and training.
Strengthen the construction of employees’ own quality team and improve their management level. Manage with compassion and ruthlessness, and do all the work well in a down-to-earth manner.
﹙1﹚In view of the importance of taking responsibility for the customer service department, it is not only necessary to take responsibility for the management of medical guidance. The consultation center also needs to be managed, so in addition to completing the tasks assigned by the hospital, new employees must undergo half-month training in the department. Familiar with the "Employee Handbook", "Employee Training Materials", "Department and Position Rules and Regulations", "Confidentiality System", etc., and can only be formally employed after passing the examination.
﹙2﹚The person in charge of the department shall strengthen the supervision and management of the team members, conduct inspections of the personnel on duty in each department from time to time every day, implement and provide criticism. It is stipulated that the team leaders of each department will inspect the team members, halls, corridors, etc. of the outpatient department on the second floor every one hour to handle various tasks in a timely manner.
﹙3﹚Develop a training plan and conduct a series of skills training for employees on a regular basis.
Time arrangement:
January: All customer service department staff will be tested, and employees in each department will be required to be proficient in and memorize the conditions of each hospital department and the conditions of outpatient expert doctors.
February: Strengthen the service concept of the customer service center employees, learn "Service with Heart, Care with Love" to achieve exciting service and elevate our hospital's service to a new level! Learn "Communication Skills with Customers" to strengthen employees' communication skills with patients.
March and April: Strengthened marketing management will be carried out for department team members, and a knowledge lecture on "Internal Marketing of the Hospital" will be held. Allow customer service staff to deepen their understanding of basic marketing concepts. Subsequently, a "Lecture on Practical Marketing Skills" was held to enable customer service staff to use marketing skills better and more correctly.
May and June: Etiquette training and etiquette testing will be carried out for team members. Employees must be properly guided in their words, deeds, actions and actions to establish a good hospital brand image.
2. Under the leadership of the hospital leaders, we must do a good job in the work assigned by the superior department to ensure that there are no major disputes and accidents every year and reduce the occurrence of complaints.
﹙1﹚Do a good job in customer return visits, understand customer needs, continuously improve our work, and do every detail well to meet and satisfy customer needs and growth. Please strengthen communication between the planning department and the consultation center.
﹙2﹚Coordinate the various departments of the outpatient clinic, communicate more with doctors, reduce the occurrence of conflicts and conflicts between departments, and achieve peaceful and harmonious dealings. Grow together.
﹙3﹚Communicate well with patients in the inpatient department, reduce misunderstandings between patients and medical staff, reduce the occurrence of complaints, and strive to provide better hospital services!
. You can ask the hospital security department for training.
Recommendations:
1. The hospital conducts 5S management training for all employees.
2. Outdoor development training can be carried out to enhance the overall quality of employees!
The new year is about to pass, and we will welcome the new year with confidence. The new year means new opportunities and new challenges. The flowers are blooming better today than in the past, and I expect they will be even redder tomorrow. Our department firmly believes that with the wise decision-making and planning of the hospital leaders, the hospital will be better tomorrow! Hospital Customer Service Department Work Plan 2
1. Establish a customer service center network and establish electronic files of customer information.
2. The department and development staff will issue customer information questionnaires and establish VIP health files after screening.
3. VIP customer members
1. VIP diamond card customers: high-end customers with an annual membership fee of 2014 yuan, customers with an annual membership fee of 38,000 yuan.
2. VIP gold card customers: annual collection points of 18,000 points.
3. VIP ordinary card customers: annual collection points of 3,000 points.
The hospital customer service department will adjust the customer category based on the cumulative effective consumption of VIP customers.
IV. Fixed service items for VIP diamond and gold card customers
1. Open a health service vehicle to pick up and drop off hospitalized VIP customers free of charge.
2. Gold Card: Diamond Card VIP Channel Service. All VIP customers can directly show their VIP card at the counter to the "Gold Card Diamond Card VIP Channel" sign. After explaining their intention, the customer service staff will assist with all procedures. , making customers feel at home and enjoy a distinguished feeling.
3. Free of charge for expert and ordinary registration fees.
4. Warm service: VIP customers will receive a greeting call from the bedside doctor three days after being discharged from the hospital. During major holidays, holiday blessings are sent via text messages or phone calls, so that VIP customers can always feel the hospital's care for them. Pay attention and attention to enhance customers' recognition and satisfaction with the hospital.
5. Information Express: Send the latest hospital medical services, latest medical information and preventive health care knowledge to customers in a timely and free manner.
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 can also receive birthday gifts from the hospital on their birthdays. Gifts will be changed from time to time
7. VIP Salon Service The hospital holds a diamond card VIP salon party every year based on the overall needs of high-end customer groups. The party can choose different themes and new medical services based on customer characteristics. Promotional meeting. Reception. Games. travel. Movie viewing. Concerts and other flexible and diverse formats are held to reflect the concept of "creating value for customers".
8. "One-on-one service" by dedicated customer service representatives. In order to make Diamond Card VIPs feel the hospital's special attention to them, they can establish health files for them and their families, and formulate personalized diet and exercise plans. , promote exclusive family health doctors who come to their homes every two weeks to provide health care. Medical advice. Recruiting experts for medical treatment and other medical services.
Note: High-end customers receive an annual membership fee of NT$2,000.
5. VIP card service period
The VIP validity period 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 annual membership fees are expected to be paid, the customer can continue to enjoy VIP services. If the points expire or the payment of annual membership fees is terminated, the VIP service will be terminated accordingly.
6. Diamond Card Issuance Method
The hospital organizes Diamond Card exclusive service representatives to visit customers and present Diamond Cards. The exclusive service representatives strictly register the relevant information.
7. VIP customer service details
VIP customer data collection and filing
1. List the customers who need follow-up services three days after discharge from hospital every day and supervise them The bed doctor performs telephone greeting service.
2. Every two working days, you can query VIP customers in the "VIP Customer Query" system and check the collected data again. After determining the level, mark the "Diamond Card", "Gold Card" and "Ordinary Card" categories in the VIP customer profile. And make a summary and division of corresponding follow-up services.
3. Create and number a data file for each VIP customer. The data cards are filed in order of card number, and a corresponding filing list is created.
4. Before the 30th of each month, count the VIP customer information whose birthday will be in the next month, and organize and file statistics in a scientific and orderly manner. And make corresponding updates and adjustments at any time.
5. Keep the electronic version of VIP customer information. Create a list of VIP customer electronic documents according to "VIP customer category", "VIP customer birthday order", "VIP customer serial number" and other types to facilitate inquiry.
8. Implementation of VIP customer service projects
1. The validity period of VIP service is consistent with the validity period of the customer’s VIP card.
2. For each VIP customer’s birthday information, make a list and send phone calls or text messages to wish the VIP customer on their birthday.
3. Free newspapers and periodicals are sent to all VIP customers twice a year: "Customer Service Newspaper" and "Health Newspaper".
4. The time for the annual physical examination enjoyed by Gold Card and Diamond Card customers is decided by the customer, but the customer is required to notify the relevant personnel of the customer service department of the hospital 3 days in advance. The staff will review the customer's latest level status at that time and will The client's situation is promptly fed back to the corresponding pre-insurance department in order to prepare for the connection.
5. Open a service hotline for health consultation at any time. Hospital Customer Service Department Work Plan 3
1. Work Ideas
The overall idea of ????the hospital's work this year is: fully implement the National Health and Family Planning Commission's "Action Plan for Further Improving Medical Services" and scientifically implement Guided by the concept of development, based on the concept of management and innovation, driven by the "Second Class A" re-evaluation, and with the comprehensive implementation of public hospital reform as the core, we optimize the medical service process and improve the patient medical experience; advocate refined management methods and give full play to the quality control system Functions: Continuously improve medical quality and service content; continue to strengthen work ethics and actively practice frugality and honesty; build a harmonious doctor-patient relationship and enhance the hospital's sustainable development capabilities. In order to build a regional medical service center and provide the people with safe, effective, convenient and affordable basic medical services, and to realize the hospital's vision of "precise management, top quality, sincere service and beautiful environment", we strive to create various aspects of the hospital. A new situation in this work.
2. Work Focus
1. Adhere to the public welfare nature of public hospitals and comprehensively promote the hospital reform process
According to the "Inner Mongolia Autonomous Region" issued by the Autonomous Region Health and Family Planning Commission and other five departments In the spirit of documents such as the "Implementation Opinions on the Comprehensive Reform of Banner and County-level Public Hospitals", the "Work Path for the Comprehensive Reform of Banner and County-level Public Hospitals in Inner Mongolia Autonomous Region" and the General Office of the State Council's "Key Work Tasks on Deepening the Reform of the Medical and Health System in XX", this year our hospital will continue Deepen the comprehensive reform of hospitals, on the basis of implementing zero price difference for drugs and rationally adjusting the prices of medical services, improve full cost accounting and internal management, reduce medical operating costs, straighten out the price comparison relationship of medical services, and achieve a situation where hospitals do not lose money and patients' burden does not increase. "Win-win" goal. In the work, we adhere to the principle of "total control, structural adjustment, ups and downs, and gradual implementation" and the principle of "public welfare of public hospitals" to control the growth of the hospital's total revenue to ensure a balance between revenue and expenditure; the actual medical expenses of patients are monitored. Control, ensure that the total amount does not increase, and gradually establish a standardized, scientific, efficient, and orderly operating mechanism for public hospitals to ensure that the people enjoy safe, convenient, and affordable basic medical services.
At the same time, we must pay attention to the systematic, holistic and collaborative nature of the reform; we must organically combine improving hospital service capabilities with improving people's medical conditions, reform the distribution system, and establish a system that is consistent with the actual situation of our hospital and reflects job performance. and the income distribution system based on the technical labor value of medical personnel. The income distribution will be tilted towards the clinical front line, key positions, and business backbones to mobilize the enthusiasm of medical personnel; and gradually establish a modern hospital management system, implement the director's tenure target responsibility system management, and comprehensively promote the management system , compensation mechanism, personnel system, income distribution, price system, procurement mechanism, supervision mechanism and other comprehensive reforms, establish an operating mechanism that suits the characteristics of the hospital and ensures sustainable development, and promotes the further improvement of the medical service level of our hospital.
2. Employ both evaluation and construction, and fully welcome the re-evaluation of the autonomous region’s “Second Class A” status
In 20xx, our hospital closely focused on the goal of creating the “Second Class A” title, and all the cadres and staff of the hospital worked together as one, We have made unremitting efforts and comprehensively carried out various tasks to establish a second-class hospital, and successfully passed the preliminary evaluation of the "second-class" hospital in Ulanqab Municipal Health Bureau. "A" re-evaluation work is the top priority of our hospital. In the work of welcoming the evaluation, we must firmly grasp the guiding principles of "promoting construction through evaluation, promoting reform through evaluation, emphasizing both evaluation and construction, and focusing on connotation". In response to the problems discovered in the preliminary evaluation, various departments must divide work and cooperate, compare standards, and Sort them out one by one, carefully search for deficiencies, formulate corrective measures, organically combine grade review with daily work, and implement the pdca concept of continuous improvement throughout every day.
At work, devote all your efforts to the evaluation work. Ensure that everything is supervised and implemented, and "improve work through review and promote review through work", so that all the work of the hospital can be continuously improved and improved, and strive to successfully pass the "Second Class A" re-evaluation of the autonomous region.
3. Improve medical services and improve patients’ medical experience
Implement the National Health and Family Planning Commission’s “Action Plan for Further Improving Medical Services” and promote the concept of “fearlessness of hardship, willingness to contribute, saving lives and healing the wounded, With the industry spirit of "Love Without Borders", we adhere to the principle of being patient-centered, problem-oriented, starting from improving the people's experience of seeing a doctor, and vigorously promote hospital reform and service improvement around the prominent medical service issues reported by the people when seeing a doctor. By improving the environment, optimizing processes, improving quality, ensuring safety, promoting communication, establishing mechanisms, and scientific and technological support, we strive to allow the people to seek medical treatment conveniently, safely, effectively, and understandably, and the level of medical services has been significantly improved. The experience of seeing a doctor has been significantly improved, and social satisfaction has been significantly improved.
4. Strengthen hospital quality management and give full play to the functions of the quality control system
In order to make hospital quality management more scientific, institutionalized and standardized, this year we must first give full play to the functions of the quality control system Starting from the beginning, on the basis of improving the original quality control system, in accordance with our hospital's "Medical Quality Control Implementation Plan" and "Hospital Quality Control Assessment Standards", we will give full play to the three-level quality control function, focusing on link quality control and focusing on quality control. Implement, supervise, and inspect relevant hospital laws, regulations, rules, and various hospital work systems, guide the quality control activities of each department's quality control team, and regularly conduct final evaluations of the quality of medical services in each department. And link the quality control results with salary payment, so as to reward the good and punish the bad, and reward the good and the good. By leveraging the role of the quality control system in hospital quality management, we can achieve continuous improvement in medical quality.
5. Strengthen medical quality management and ensure medical safety
Conscientiously implement various medical laws, regulations, rules and regulations, diagnosis and treatment specifications and guidelines, and reduce medical quality defects and eliminate medical safety Hidden dangers, reducing medical disputes and eliminating medical accidents are the focus of medical quality management. We should implement comprehensive 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 and post-event management. Control and passive management are transformed into dynamic management, full-process control, and active management to promote continuous improvement of medical quality and safety management.
6. Comprehensively implement the overall nursing work model under the responsibility system and improve patient satisfaction rate
Comprehensively implement the overall nursing work model under the responsibility system, optimize the staffing structure of nursing staff, and implement target management for the nursing work. Quality control, implement job responsibilities and management objectives, improve the assessment mechanism and nurse position responsibility system; clarify the connotation and work specifications of high-quality nursing, fully mobilize the enthusiasm of nurses, further promote high-quality nursing services, improve nursing service levels, and improve nursing service satisfaction.
7. Strengthen talent training and introduction, strengthen the construction of key specialties
Cultivate and introduce talents in a planned way, improve the professional level of professional and technical personnel; focus on the construction of 2-3 key specialties, Create a high-quality specialty brand and form a development model of "hospital has focus and department has expertise"; introduce new technologies and new projects to expand medical service areas; enhance the hospital's core competitiveness and promote new progress in all aspects of the hospital's work.
8. Implement full cost accounting to improve the work enthusiasm of all employees in the hospital.
Strengthen cost control, improve full cost accounting and internal management, and continue to reduce operating costs. The performance distribution plan will be further improved and gradually linked to cost accounting and salary payment. The accounting indicators are further refined, and through reasonable salary distribution, the work enthusiasm of all hospital employees is stimulated, and the quality and efficiency of medical services are further improved.
3. Work tasks and specific measures
——Strengthen medical quality management and promote continuous improvement of medical quality. Guided by the "Second Class A" review standards, we focus on implementing core medical quality management systems such as the first-diagnosis responsibility system and the third-level physician ward 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. Each quality inspection and assessment team and functional departments of the hospital formulate key monthly or weekly assessment contents, conduct regular supervision and inspections, carry out comprehensive quality assessment in a planned and step-by-step manner, and implement comprehensive monitoring of basic, link, and terminal medical quality; department quality The control team 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 status of each assessment group every month, publishes the "Quality Management Briefing" regularly, and notifies relevant departments in a timely manner Rectify and combine quality control results with salary payment, reward the good and punish the bad, promote the department to change from passive to proactive, actively carry out quality control, and continuously improve medical quality.
——Strengthen medical safety management and reduce medical disputes. Strengthen education and training on medical and health laws and regulations, dispute prevention and typical cases, and continuously enhance the legal awareness and dispute prevention capabilities of medical staff; implement our hospital's "Continuous Improvement Plan for Medical Quality and Medical Safety Management", implement a safety management target responsibility system, and implement medical risk management Early warning mechanism; strictly implement the "check-up" system and patient identification procedures, clinical "critical value" reporting system, and medical safety adverse event reporting system, strictly implement medical technical operating procedures, standardize medical behavior, and promote legal practice; strengthen quality and safety Inspection and supervision, intensify inspections of dispute-prone and dispute-prone departments, and increase penalties for illegal operations, system violations, etc.; standardize the management of complaints within the hospital, promptly handle and provide feedback on issues that patients have strong reactions to, and properly handle medical disputes. Regularly analyze and summarize patient complaints and medical disputes, and propose corrective measures to effectively ensure medical safety.