Patient first, service with heart - this is the goal we pursue
2019-08-21
Taiwanese Expert Training Team Invited by Peace International Hospital
Hard Core Knowledge from Taiwan Service Management System
Introduce a brand-new concept of "etiquette service"
Casting table fine medical service quality
PMC
（二）
Wenzhou Peace International Hospital is the first Taiwanese-funded joint venture hospital in Zhejiang Province and the largest high-end medical institution in Wenzhou. The hospital has long cooperated with Taiwan's institutions in the field of in-depth medical treatment. Among them, [Taiwan Xingcheng Service Quality Training Agency] is the leader in Taiwan's service quality training field. It focuses on the construction of ISQM international service quality management system and the touching of high-quality service system and training system, providing training services of desktop service etiquette for hospitals and cultivating suitable ones. Internal talent, improve service quality in an all-round way.
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（二）Doctors set sail without retrospect
Since 2019, the Peace International Hospital [SQMI Professional Lecturer-Certification Course] has held a four-month training course. Teachers Xu Henjing and Liang Huijing from Taiwan have jointly led the [Peace International Seed Lecturer] team, which includes more than 10 trainers in enterprise service etiquette, service etiquette lecturers, and heads of customer service departments. We are carrying out a long-term, effective, standardized, refined and phased training program for internal lecturers in innovative services.
On August 16, the second phase of the training was conducted by Taiwan's Professor Liang Huijing in-depth training and guidance around the concept of service-customer relationship. First of all, the staff of the relevant departments of our hospital shared their experience in training. "In the process of in-hospital training, we should always remember: understand what patients really need." The trainees expressed that they were honored to have such training opportunities. While they were growing up, they also felt the responsibility they shouldered.
Experiences of Lecturer Training
Front desk customer service in the doctor's lobby: "Before going to work, the concept of front desk service in the hospital is very vague, but after several days of training, we have a clear concept of smiling service and put it into practice. We feel more confident and have a clearer direction."
Consultant of plastic and cosmetic center on the third floor: "Before, I always felt that what I did was not good enough. I tried to improve my professional knowledge. But after the service etiquette training, we have gained self-confidence, growth and better understanding of how to bring users a better experience.
Head Nurse of Yuezi Center on the eighth floor: "From the perspective of traditional and scientific services, we introduced the concept of desktop medical service to provide pregnant mothers with a better scientific experience of sitting on the moon."
Dean Shares Experience
Secondly, President Xue Zhihui of Peace International Hospital also actively guided the students to absorb advanced desktop service concepts, learn ways to teach and solve puzzles, effectively enhance their own training and teaching ability, and fundamentally enhance the ability of service training teachers.
The first applause to Taiwan's lecturer: "Across the Taiwan Strait, achieve two-way exchanges. With professionalism, persistence and excellence, it has brought the precise concept of desktop service etiquette to Peace International and made medical service start from the heart.
The second applause to the seed lecturer: "A group of service teams with pursuit, dream and professional accomplishment, from nursing department, head nurse to customer service personnel, consultants and other hospital staff, from individuals to teams, can become outstanding talents."
The third applause to Peace International: "With high-end hardware facilities, international matching equipment, medical elite team, strive to do a good job of desktop service etiquette, and penetrate into daily operations."
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（三）Medical care has yielded fruitful results.
Next, a series of courses tailored by Taiwan's characteristic team for Peace International Seed Lecturers will be launched from competency enhancement, medical culture and quality development modules in strict reference to the standard of SQMI professional lecturer, to help students build up team awareness and service awareness, and to promote the leadership of the hospital to the grass-roots level capital. Actively engage in desktop medical service.
The training course will eventually select seed lecturers [gold, silver, excellent], whether medical service personnel or logistics administrators, to play the role of service benchmarking, learn high-quality service skills through desktop training courses, enhance personal competitiveness, build an institutionalized and normalized perfect service system, and tamp high level. End-to-end medical service guarantee.
At the same time, the hospital will adhere to the service orientation of [patient's needs], establish a high-quality medical team from the inside, improve the comprehensive service quality of the whole staff, and constantly improve the service quality, thus providing a "temperature, quality" desktop medical service for the general public in southern Zhejiang.
Taiwan Characteristic Team
Chairman Xu Hengjing
Taiwanese Hingcheng Service Quality Management Training Agency and Chairman of Taiwan Pastoral Elderly Holiday Maintenance Center
Teaching expertise:
BIM-Behavior Image-Service Etiquette Quality Control-Systematic Course Training
CSI-Star Mystery Guest Service Audit Investigation and Counseling
Director of Liang Huijing
Lecturer Department of Taiwan Xingcheng Service Quality Management Training Institution - Director of Training, BIM Customer Service Manager of Taiwan Service Etiquette Quality Management Association - Review Member
Teaching expertise:
Customer Service and Sales Service Skills
CRM Customer Relationship Management
