互联网医院客户服务信息平台设计与讨论  

Design and Discussion of Internet Hospital Customer Service Platform

作　　者：俞天智[1] 靳衡[1] YU Tianzhi;JIN Heng(Department of Outpatient and Emergency,Tianjin Medical University General Hospital,Tianjin,300052 China)

机构地区：[1]天津医科大学总医院门急诊部,天津300052

出　　处：《中国卫生产业》2022年第4期181-185,共5页China Health Industry

基　　金：工业和信息化部,5G智慧城市大数据健康监管云平台。

摘　　要：在“互联网+”医疗发展背景下,互联网医院处于各方关注的焦点。互联网医院建设以满足患者在线诊疗需求为目的,还应注重客户服务工作。该研究提出的互联网医院客户服务平台设计,包括智能导诊、疾病科普、专业导诊、预约挂号、医疗文书、就医指南、服务投诉、人工服务八个版块。另外,对互联网医院客户服务平台文件、人员、设备配置也提出要求。同时,讨论了互联网医院客户服务平台运行保障机制,结论得出建设综合型、实用型、一体化的客户服务平台,能够有效满足客户服务需求,更是促进互联网医院发展的动力。Under the background of"Internet+"medical development,Internet hospitals are the focus of attention of all parties.The construction of Internet hospitals is aimed at meeting the needs of patients for online diagnosis and treatment,and should focus on customer service.The design of the Internet hospital customer service platform proposed in this study includes eight sections:intelligent guidance,disease popularization,professional guidance,appointment registration,medical documents,medical guidance,service complaints,and manual services.In addition,requirements are also put forward for the configuration of documents,personnel and equipment of the Internet hospital customer service platform.At the same time,the operation guarantee mechanism of the Internet hospital customer service platform is discussed,and the conclusion is drawn that the construction of a comprehensive,practical and integrated customer service platform can effectively meet the customer service needs and is the driving force for the development of Internet hospitals.

关 键 词：互联网医院 客户服务 信息平台 

分 类 号：R19[医药卫生—卫生事业管理]