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Strengthen the system of being responsible for service, suggest “everyone is in the customer service”
Strengthening the system of being responsible for service and suggesting the idea that everyone is in the customer service aim at improving the satisfaction of the patients and the responsible awareness of the hospital staff to offer high quality service.
1. The concept of the system of being responsible for service
The system of being responsible for service is that the person who receives service objects must carry out or accomplish the service content proposed by service objects in time with tracking the results and reflecting the communication, or the person will be punished of responsibility. The person in charge of the system is the first person who is inquired or contacted by service objects. The service object is the patient or guest who comes to our hospital. The rules of hospital: the person in charge of the system is the hospital staff when the patients or their relatives come to hospital to seek for treatment, have business or consult the first person, the person in charge of the system must receive the patients or their relatives warmly and deal with the work belong to his own responsibility in time. He should contact relative departments or people to settle the matters that don’t belong to him, letting the patients or their relatives feel they were at home.
2. The detail of the system of being responsible for service
The specific content: (1).According to the manage progress, the person in charge of the system receive patients warmly and deal with the business to be settled in time according to the manage progress. (2).The person in charge of the system should guide service objects to the relative department warmly, reflect the information and confirm to them in time. (3).The person in charge of the system need to explain to the service objects the reason why the business is not settled.
The requirement to the person and department: (1). Deal with the business offered by service objects and listen the consultation carefully, explain clearly without carelessness. (2).Be polite, warm to receive service objects, speak and act normally. (3). Answer the phone and take the receiver lightly. “Reply before the phone rings three times” “Say hello first, then tell what the department is” (4).Think more about service objects. Don’t be unconcerned to treat others or delay the time to settle problems. Show the excellent quality and the spirit of being willing to help others. (5).It’s a forbiddance to answer “I don’t know” and “I am very busy.” to stall service objects. (6).Insist principles and explain patiently when meet such service objects that don’t understand something about our hospital. (7).Remember common telephone numbers and learn all kinds of work in hospital to reply the service objects more exactly, holding the rule of insisting fact. (8). Help the patients who need help actively, such as pushing wheelchair, the old and heavy patients. Inquire actively and give a hand to others as much as possible.