呼叫中心在医院慢病管理服务中的地位及职能

摘要

The demand of chronic disease management service management was analyzed. In connection with characters of chronic disease management service management, such as focuses on pre-hospital and post-hospital service, centers on lifestyle intervention and highlights on deeps the relationship of hospital and patient, the call center, as the customer services center, can play important role. for instance, health consultation. health education. implementation lifestyle intervention program and follow up. health records management and follow up service quality monitoring as well to help hospital improving chronic disease management service.%分析了现阶段医院面临的慢病管理服务需求.指出呼叫中心作为医院的客户服务中心,在以院外服务为重点、以生活方式十预为核心、以密切医患关系为纽带的慢病管理服务中,应充分发挥岗位优势,认真覆行其接待健康咨询、开展健康教育、落实干预计划、实施跟踪提醒、协助复诊挂号、管理健康档案、随访服务质量等工作职能,配合医院做好慢病管理服务.