摘要
目的构建集预约、接待、导医、便民、咨询、随访、投诉、督查、问卷和网络舆情监管为一体的医院客服舆情服务系统平台。方法依托信息集成与融合技术,实现业务整合,再造服务流程。结果医院客服中心利用该系统在医院与患者之间建立沟通互动平台,不仅提高患者各类服务可及性、时效性,也提高医务人员服务意识和服务质量。结论该系统使用后实现医院客户服务闭环管理,可提升医院服务品质,提高患者满意度,为医院营造良好的舆论环境,维护医院良好声誉,提升医院品牌和竞争力,社会和经济效益显著,可推广应用。
Objective To construct a platform of customer service and supervision system with integration of reservation, reception, guidance, convenience, consultation, follow-up, complaint, monitoring, questionnaire and network public opinion supervision .Methods To achieve business integration and to redesign service process based on the information integration and fusion technology .Results The hospital customer service center has adopted the system to establish a communication and interaction platform between the hospital and patients , not on-ly having improved the availability and punctuality of various patient services but also promoted the service aware -ness and quality of hospital staff .Conclusion The system can improve the quality of hospital services and patient satisfaction , create a good public supervision environment , maintain the reputation of the hospital , enhance the hospital brand and competitiveness , and bring social and economic benefits , and thus can be promoted for more prevalent application .
出处
《解放军医院管理杂志》
2016年第5期441-443,共3页
Hospital Administration Journal of Chinese People's Liberation Army
基金
南京军区2014医学科技创新重点课题<医院客户关系管理的研究与应用>(14ZD39)
关键词
医院信息化
医院客户服务
舆情监管
一体化服务模式
hospital information
hospital customer service
public supervision
integrated service mode
