摘要
目的:探索基于医院客服平台的人文随访模式的创新之处及优点。方法:建立客户信息化服务平台,成立医院客户服务中心(客服中心),完成对全院所有出院病人的随访工作。结果:出院病人随访率100%;出院病人复诊率不断提升;门诊及住院病人满意度不断提升。结论:客服中心医后人文随访模式为医院和病人及家属建立良好的沟通桥梁,为提高医院的医疗服务质量、提升医院的社会竞争力等方面起到了积极的作用,同时提出基于医院客服平台的医后人文随访创新模式运行的分析与体会。
Objective: to explore the innovation based on the pattern of customer service platform of follow-up and advantages. Methods: building customer information service platform, set up customer service center, complete the followup work. Results: the hospital patient follow-up rate was 100%; Return rate and satisfaction was rising. Conclusion: the customer service center of medical humanities and follow-up after mode to establish good communication bridge, improve service quality, promote the competitiveness of the society, humanities follow-up analysis and experience is put forward.
出处
《管理观察》
2017年第35期171-172,共2页
Management Observer
关键词
医院客服平台
随访
实践
满意度
Hospital customer service platform
Follow-up
Practice
Satisfaction rate
