摘要
在医患关系日益紧张的大背景下,医院投诉专线的作用越来越重要。对患者、医者和医院来说,投诉专线是一个非常好的桥梁,可以缓和医患矛盾,提升医院的形象,促进医院可持续发展。投诉专线客服应具备专业化、高效化、情感化的特质。在实际工作中,投诉专线客服有3种身份定位,即基于患者的抱怨需求-耐心的倾听者、基于患者的咨询需求-热情的指引者、基于患者的投诉需求-客观的“第三者”。在动态身份构建过程中,投诉专线在默认身份、变异身份和动态身份下需要有不同的服务策略,以更好地服务患者。建议对投诉专线客服进行心理素养培训提升其动态身份构建能力,而且医院要不断完善投诉处理流程,不断提升医院的服务水平,改善医患关系。
In the context of increasingly tense doctor-patient relationship,the role of the hospital's complaint hotline is becoming more and more important.For patients,doctors and hospitals,the complaint hotline is a very good communication bridge,which can alleviate the contradiction between doctors and patients,improve the image of the hospital,and promote the sustainable development of the hospital.Complaint hotline customer service should have the characteristics of professionalism,efficiency,and emotion.The customer service of the complaint hotline has three kinds of identity positioning,patient listeners,enthusiastic guides,objective"third parties".In the process of dynamic identity construction,the complaint hotline needs different service strategies under default identity,variant identity and dynamic identity to better serve patients.It is suggested to carry out psychological literacy training for the customer service of the complaint hotline to improve their dynamic identity building ability,and the hospital should continuously improve the complaint handling process,continuously improve the service level of the hospital,and improve the doctorpatient relationship.
作者
孙文玲
SUN Wenling(Department of Outpatient,Guangzhou First People's Hospital,Guangzhou Guangdong 510180,China)
出处
《中国卫生标准管理》
2023年第13期45-49,共5页
China Health Standard Management
关键词
身份构建
客服
医院
医患关系
医患沟通
服务
identity building
customer service
hospital
doctor-patient relationship
doctor-patient communication
service
