The hottest one came into Zhenjiang first hospital

2022-08-24
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Enter the "call center" of Zhenjiang first hospital

I want to make an appointment for the obstetric general outpatient clinic on September 5. I have an appointment for you. The appointment is at 8:05 a.m. on September 5, and the appointment number is No. 2. You only need to register at the outpatient registration window a quarter of an hour in advance, and report your number and appointment number

I'd like to make an appointment for my mother with the expert number of director Jiang Guochang of the Department of facial features. The appointment for you is the expert number at 9:03 a.m. on September 2. You can register your number and expert number in the registration times at that time

the ceiling light in the emergency ward is broken. Please help me contact the maintenance department to repair it. OK, I'll contact you soon

can I ask you a question? Who are the cardiovascular experts in your hospital? When will there be experts, In addition to Tuesday and Friday afternoons, there are cardiovascular experts sitting in every working day. If you want to make an appointment with the expert number, you can tell me which day you want to make an appointment

recently, during the experience interview in the call center of Zhenjiang first people's Hospital, from 8:00 to 10:00 in the morning, the call sign rang from time to time, and the three girls on duty answered and played sweetly. Zhu Su, the operator, told us that there were 48 incoming and outgoing calls in these two hours, mainly due to the registration, consultation and warranty in the hospital

in August last year, Zhenjiang first people's hospital set up a call center, and there were also 114 call centers in the hospital to serve staff and patients in the hospital and citizens outside the hospital. The hospital has invested about one million yuan, equipped with 10 full-time staff, and operates 24 hours a day. In the whole year, the total number of incoming and outgoing calls was more than 60000. According to the statistics of this month, a total of 8203 warranty events have been received, 25913 calls have been made for maintenance, 6268 appointments have been made, and the annual sales volume of biomedical materials in China has reached nearly 144 billion yuan

Chen Jun, deputy director of the customer service department of Zhenjiang first hospital, said that the call center mainly accepts all kinds of comprehensive services, such as appointment registration, patient complaints, satisfaction survey of discharged patients, adverse event reporting, call consultation, transfer, hospital repair, ordering, cleaning and handling, and tracks and supervises the service items. In this year, they conducted a total of 6543 satisfaction surveys on discharged patients, 95% of which will be transported to China through pipelines for investigation, summarizing the opinions and suggestions of patients and employees, feeding back to relevant functional departments in time and supervising the rectification, and reporting the rectification results to hospital leaders and quality management office. The satisfaction rate of patients and employees continues to rise

according to statistics, this year is still in the period of need strategy opportunities. The timely arrival rate of the maintenance department has increased from 92% to 99%, the satisfaction rate of the warranty Department has increased from 84% to 97%, and the satisfaction rate of discharged patients has increased from 90.6% to 92.8%

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