CAJ | 학술논문

目的：分析影响医疗收费员量化考评的因素，采取措施提高收费服务质量。方法采用分类汇总方法，对560例次收费员单个项目负分记录的年度分布、工龄分布、人员分布、项目分布，以及工龄的影响进行统计分析。结果工龄较长的收费员量化考评情况好于工龄较短的收费员，业务培训效果好的收费员量化考评情况好于业务培训效果差的收费员。结论严格考核管理、分层分类施训、持续跟踪改进，可以提高收费员服务效力和效率，提升服务质量。
목적：분석영향의료수비원양화고평적인소，채취조시제고수비복무질량。방법채용분류회총방법，대560례차수비원단개항목부분기록적년도분포、공령분포、인원분포、항목분포，이급공령적영향진행통계분석。결과공령교장적수비원양화고평정황호우공령교단적수비원，업무배훈효과호적수비원양화고평정황호우업무배훈효과차적수비원。결론엄격고핵관리、분층분류시훈、지속근종개진，가이제고수비원복무효력화효솔，제승복무질량。
Objective The influencing factors of the work efficiency of toll collectors were analyzed in the hospital , and take measures to improve service quality .Methods The 560 cases of individual mistake records were collected , then the annual distribution , age distribution , personnel distribution , project distribution and work-ing years were analyzed .Results The mistake rate in the collectors of longer working years were lower than that in shorter working years , and the collectors of higher scores in business training worked better than those of lower scores.Conclusion The measures to be strict in evaluation , enhance training and continuous improvement , can further improve the service efficiency , and improve the service quality .