摘要
目的:分析上海统一预约服务平台现有用户的投诉,找出问题,提高服务品质。方法:统计2013年上半年收到的关于统一预约服务平台的所有投诉件,进行分类整理,归纳统计。结果:通过归纳出122个问题,发现电话接通率低、预约流程不合理和号源不足是投诉的主要问题。结论:提高硬件建设,改善服务流程能初步解决问题,但号源不足问题的关键还在于改进就诊流程,分级诊疗。
Objective：To analysis user＇s complaints of outpatient booking service platform, find out question to improve services. Methods：User’s complaints in the first half of 2013 were collected and analyzed. Results：By induction of 122 problems, low telephone connection rate, unreasonable appointment process, and lacking source are a major source of the problem Conclusion：To improve hardware construction and service processes will solve the problem initially, the key to solve the insufficient source lies in improving treatment process and implementing grade clinics.
出处
《中国医院》
2014年第7期31-33,共3页
Chinese Hospitals
基金
上海市医院协会医院管理研究基金课题:上海门诊预约体系框架与路径研究(dx2011011)
上海市信息化发展专项资金项目:基于医联平台的统一医疗预约服务系统(201101048)
关键词
门诊预约
服务平台
投诉
outpatient booking
service platform
complaints
