| 首都医科大学宣武医院客户服务部在门诊服务流程中的作用探讨 |
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| 引用本文： | 姚峥,张育,马志娟,唐凤君,徐立新,王卫,李丽华.首都医科大学宣武医院客户服务部在门诊服务流程中的作用探讨[J].医学与社会,2011,24(10):27-29. |
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| 作者姓名： | 姚峥 张育 马志娟 唐凤君 徐立新 王卫 李丽华 |
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| 作者单位： | 首都医科大学宣武医院,北京,100053 |
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| 摘 要： | 医院客户服务部承担着门诊咨询和导引服务、集中预约大型检查项目、对口支援社区卫生服务中心、随访出院病人、调查门诊病人构成、监测窗口等候时间、岗前培训志愿者服务等工作。客户服务部承担的工作是门诊服务流程的起始点和终止点,是门诊服务流程的对外延伸,是门诊服务流程的反馈,是门诊服务流程的重要补充。
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| 关 键 词： | 门诊管理 服务流程 客户服务部 |
The Role of Customer Service Department in Optimization Outpatient Service of Xuanwu Hospital of Captial Medical University |
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| Yao Zheng et al Outpatient.The Role of Customer Service Department in Optimization Outpatient Service of Xuanwu Hospital of Captial Medical University[J].Medicine and Society,2011,24(10):27-29. |
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| Authors: | Yao Zheng Outpatient |
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| Institution: | Yao Zheng et al Outpatient Department,Xuan Wu Hospital,Capital Medical University,Beijing,100053 |
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| Abstract: | Customer service department of hospital bears consultation and guide,central reservation of inspection items,supporting community health service center,follow-up patients of leaving hospital,investigation composition of outpatients,monitoring waiting time of service windows,and pre-post training of volunteers.Customer service department is the starting point and termination point of service procedure,an outside extension of service procedure,a feedback of service procedure,and an important supplement of ser... |
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| Keywords: | Outpatient management Service procedure Customer service department |
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