Exploration and practice of one-stop patient service hotline in a certain hospital
10.3760/cma.j.cn111325-20231220-00416
- VernacularTitle:某院一站式患者服务热线的探索和实践
- Author:
Yisi ZHOU
1
;
Wenpeng WEI
;
Lingyan ZENG
;
Lei YANG
;
Jingshu ZHANG
;
Ziwen WANG
;
Jiaxin LIU
;
Qi YAO
Author Information
1. 首都医科大学附属北京世纪坛医院患者服务部，北京 100038
- Keywords:
Patient;
Complaints;
Hotline;
Medical experience;
Improvement
- From:
Chinese Journal of Hospital Administration
2024;40(9):727-730
- CountryChina
- Language:Chinese
-
Abstract:
With the progress of society and the continuous improvement of people′s living standards in China, the public′s demand for medical services is becoming increasingly diversified. How to move hospital services forward and improve medical services centered on patients has become a key consideration for hospitals to enhance patients′ sense of medical satisfaction. A certain hospital has established a one-stop patient service hotline, integrating functions such as number inquiry, medical consultation, appointment registration, appointment examination, praise and suggestions, complaint follow-up, etc., injecting a complaint handling management mode, and responding to and solving patient feedback problems in a timely manner. Since the launch of the patient service hotline, it has effectively solved the problems that patients encountered during their visits, effectively reduced the hospital′s complaint rate, and initially formed a service closed-loop management. From March to October 2023, the demand ratio of the 12345 hotline in the hospital has continuously decreased, and was significantly lower than the average level of 22 municipal hospitals in Beijing. In the future, we should further improve the communication skills between doctors and patients, focus on managing appeals and services, and continue to strengthen proactive governance.
