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随着社会经济发的发展、卫生体制改革的不断推进和个人医疗消费水平的提高,医院日门诊人次、住出院人次不断上升。作为医疗服务工作之一的医院收费工作逐步显示出它的重要性,收费窗口已成为医院对外服务的第一窗口,也是直接接触病人的工作台。收费窗口人员的形象即代表医院的形象,服务水平的高低直接影响医院在每一位患者心中的印象。收费人员的素质、服务、语言、行动都会直接影响到医院的整体形象。
With the development of the social economy, the continuous advancement of the health system reform and the improvement of individual medical spending, the number of daily outpatient visits and the number of hospital stays have been on the rise. As one of the medical service work, the hospital charging work has gradually shown its importance. The charging window has become the first window of the hospital’s external service and also the workbench that directly contacts the patient. The image of the charging window represents the image of the hospital, the level of service directly affects the hospital in every patient’s heart impression. The quality, service, language and action of charge staff will directly affect the overall image of the hospital.