医院客服电话设置及效果分析  

Discussion on Patient Phone Service and Effect in Hospitals

作　　者：王俊[1] 孙妍[1] 邵细琴[1] 赵丹[1] 陈扬波[1] 

机构地区：[1]浙江省立同德医院

出　　处：《医院管理论坛》2016年第10期22-23,共2页Hospital Management Forum

摘　　要：借鉴国内外服务行业客服电话的实践,医院设置客服电话有一定的必要性及可行性。医院设置客服电话,能为患者提供便利,能改善医患交流,拓展医院的医疗服务,能改善医院形象,提升竞争力。客服电话将成为医院医疗服务发展的重要内容。Drawing lessons from the practice of setting up customer service telephone in domestic and foreign service industry, this article proposes that it is necessary and feasible to set up customer service telephone in hospitals. Phone customer service can provide convenience to patients, promote the doctor-patient communication, expand medical service scopes, improve the image of the hospital and enhance competitiveness. Phone customer service will become an important part of the development of hospital medical services.

关 键 词：医患交流 客户服务 电话客服 

分 类 号：R197.3[医药卫生—卫生事业管理]