公立医院客户服务部建设的探索——华山医院东院客户服务部六年实践总结

在医院内建立一个功能完整的客户服务部是目前公立医院的创新举措,它整合了医院内除医疗护理外所有的行政事务类服务和管理,树立了一个用对客服务的理念向医院客户传递服务信息建立良好的公共关系的形象。通过与院内外各部门的协调和合作完成部门各岗位的工作运转,在建立一个服务高端人群的医疗模式的同时为病人提供方便、及时、高效、温馨的人性化服务。六年来,华山东院在这方面进行了尝试探索,创建了医院的客户服务工作模式。

An exploration of the construction of the customer service department in a public hospital:6-year experience of Customer Service Department in East Branch,Huashan Hospital

The establishment of a functional Customer Service Department is creative and integrated of current public hospitals.It doesn’t only integrate all the service and management in the hospital administration except for nursing,but also conveys a customer-oriented motto to the patients in order to establish a good characteristic of the public relationship.This department works by the coordination with internal and external departments of the hospital.While endeavoring to build a new medical pattern of high-end service,our department has sustained to provide the patients with convenient,prompt,efficient,considerate and personal service as well.We have been exploring in the past 6 years and established the pattern of customer service in the public hospital.