CAJ | 학술논문

呼叫中心是服务性行业改进服务质量的重要手段，其在医疗行业的引入，为提升医疗服务质量、改善医患关系创建了一个良好平台。本文结合所在医院在呼叫中心管理方面的成功经验，重点阐述呼叫中心的“五项服务”职能，以及为提升专家门诊服务所应加强的“六项管理”。
호규중심시복무성행업개진복무질량적중요수단，기재의료행업적인입，위제승의료복무질량、개선의환관계창건료일개량호평태。본문결합소재의원재호규중심관리방면적성공경험，중점천술호규중심적“오항복무”직능，이급위제승전가문진복무소응가강적“륙항관리”。
Call center plays an important role in service professions .Since call center was introduced to medical profession , it has been a good platform to improve both the medical service quality and the relationship be-tween doctors and patients .In this paper , the experience was introduced on call center management in our hospi-tal, and the methods were given on improving the service quality of specialist clinic which included five kinds of services and six sorts of managements .