Every season, pediatrics in major hospitals also usher in a small peak in outpatient clinics. In some parent groups, a phone call from the Children's Hospital Affiliated to the Capital Institute of Pediatrics (hereinafter referred to as "Shou Children's Institute") is always raised - 65612345. The phone, which ends with the number "12345", is the hospital's immediate hotline, which has been in operation for two years. Some parents said that the hotline was "responsive", some parents said "patient and sincere", and some complained that it was "too difficult to enter". Data show that this hotline, which ×covers 7/24 70, has a total of more than 3,<> calls in two years, with an average monthly service of more than <>,<> people. How does this hotline, which is passed down by parents, serve their children? Recently, reporters went to visit.
Hotline staff are handling calls from parents of sick children.
Telephones rang in the wiring room
Inside the hospital, there is an obscure bungalow with a sign on the door that reads "Public and Patient Health Service Hotline." As soon as the reporter arrived outside the door, he could hear the ringing of the telephone inside. Walking into the house, in the small office space, 8 staff members are working nervously and busily.
"Hello, Shou'er Service Hotline, what do you need help with?" "Hello, I made an appointment for the intelligence test for my child before, but the appointment slip was lost, I just remember that it was done on September 9th, can you check the specific time of the appointment?" After receiving the call from the parent, the operator recorded the child's information in detail and immediately contacted the health specialist to check the appointment time. After successful confirmation, the operator called the parents back within 28 minutes and informed them that the inspection time was 3 pm on the 28th.
Wang Lei, deputy director of the Immediate Office Center for Receiving Complaints from Shou'er, said: "The operator wearing the purple 'battle robe' is responsible for answering calls and solving appeals, while two staff members in white coats specialize in handling the 12345 transfer work order and call back to the parents of the children one by one." During the reporter's visit, the calls were never interrupted, and the staff patiently answered various questions such as registration and consultation to the other end of the phone, while concisely recording the appeal of each call on the computer.
"In the past two years, I have personally received nearly 7,150 calls, and I have to answer about 3 calls every day." Operator Ji Sujun told reporters. Two years ago, in order to smooth the appeal channel and provide professional guidance for patients and their families, Shouer's office rehired three retired medical staff at the beginning of the opening of the manual service hotline, and Ji Sujun was one of them.
The reporter noticed that each operator had a notebook placed in front of his desk, which densely recorded the unsolved professional problems in the wiring, the phone calls to be visited, and so on. "We come from different departments, a lot of professional knowledge is still in the process of continuous learning and updating, and every word in the notebook is our accumulation in the past two years."
More than 70,<> phone calls warm the families of the children
The reporter saw through the statistics of work orders that medical guidance and registration consultation accounted for the vast majority of calls.
Behind the data, families of children who have been helped. Not long ago, the operator Qiu Meng picked up a phone call, and an anxious voice came from inside. A mother from Guangdong, her daughter Xinxin (pseudonym) visited the dermatology department of Shou'er Institute in July 2021. At present, the child is returning to a hospital in Guangzhou and urgently needs the original examination report, but he can't find it anywhere, so he has to try to call 7.
Xinxin's face began to appear pigmented when she was two years old, so the family has traveled to many cities and found many doctors over the years. Until the age of 7, the couple took Xinxin to Shou'er Institute for genetic testing, and the doctor removed a piece of skin the size of a soybean grain on Xinxin for biopsy and gave specific treatment recommendations. After a while of treatment in Beijing, they went to the hospital in Guangzhou, where the doctor said that if there was no report from that year, they would have to do a new biopsy. "It's a shame to have a biopsy." Xinxin's mother said.
After receiving the call, Qiu Meng hurriedly contacted the pathology department to inquire about the medical report, and after the department's inquiry, the paper report was packaged and mailed to Guangzhou, avoiding the child's family from traveling to two places.
Not long ago, a parent called to report that she had picked up a package of medicine at the entrance of Chaoyangmen Metro Station, with the words Children's Hospital Affiliated to the Capital Institute of Pediatrics on the outer packaging. After understanding the situation, the operator repeatedly verified the drug situation with the caller, and finally queried the contact information of the parents of the child who lost the drug through the drug invoice information. It was verified that the parents had indeed lost the medicine in the subway station, and through this hotline, the parents successfully recovered the medicine.
How to solve the "hot" problem in the hotline
"The key to the hospital's immediate handling of complaints lies in how to coordinate and revitalize the hospital's professional medical resources." Yang Xuejing, director of the Shoue Institute Immediate Center, said. Two years ago, in order to cultivate a group of professional teams to handle complaints as soon as possible, Shou'er Institute hired medical nurses from retirees and recruited full-time operators from the society, crossing the river by feeling the stones all the way, and gradually formed a set of working mechanisms.
In order to better review the work of receiving complaints and handling them immediately, Shou'er Institute has established a research system of daily notification, weekly summary and monthly analysis. Since the establishment of the department, the "Monthly Report on Handling Complaints and Handling Cases" of the first institute has been published for 22 issues, and the monthly report has not only formulated a list of problems for the month, but also some practices worth promoting have spread through here.
For example, in addition to the basic personnel "passing on help", Shou'er Institute has also compiled a set of elaborate knowledge base, covering more than 3000,<> items covering various aspects of medical treatment processes and service matters, and operators can search in real time through keywords. If special problems are encountered, the hotline staff will contact the department's immediate handling commissioner and ask for professional advice to reply to the child's family. "Shou'er solves the demands of patients and their families thanks to the huge professional medical support behind them." Yang Xuejing said.
According to reports, the service hotline is only one part of the immediate handling center of Shou'er. In addition, the "on-site reception team" responsible for handling patients' appeals on the spot, the "Complaint Handling Group" responsible for handling 12345 work orders, and the "Social Service Group" that connects with special patient services together form the Shou'er Complaint Handling Center (Social Work Department). "From the inside to the outside, from online to offline, these four parts have unblocked the entire appeal channel in terms of 'connection'." Yang Xuejing said.
Make doctor-patient communication smoother
In view of the practical exploration of the hospital's work of receiving complaints and handling complaints, Liu Zhongxun, secretary of the party committee of Shou'er's Institute, was interviewed by this reporter a few days ago.
Reporter: Shou'er's immediate handling of complaints has been practiced for two years, what is your biggest feeling?
Liu Zhongxun: The immediate handling of complaints at Shou'er Institute has never been "immediate handling" in a narrow sense, but includes consultation, social work services, and popular science into this category. The trust of patients and their families shows that our efforts over the past two years have not been in vain. Every request we receive also lets us know what we need to do better in the future, which is also a great promotion for the high-quality development of the hospital. Do our best to serve the healthy growth of children, we are "always on the road".
Reporter: The doctor-patient relationship has attracted much attention from the society, what impact has the immediate handling of complaints had on the doctor-patient relationship of the first children's institute?
Liu Zhongxun: In the final analysis, the ultimate goal of hospitals and parents is the same, to make children grow up healthily. The immediate handling of the complaint has become a bridge between hearts, allowing parents to start communicating with us without even bringing their children to the hospital, which helps doctors and patients better understand each other, so as to unite the pursuit of children's health.
Reporter: This hotline is very "hot", many parents have reported that they cannot make calls, how does Shou'er plan to solve this problem?
Liu Zhongxun: After two years of operation, the hotline of Shou'er Institute has grown from thousands per month to tens of thousands today, and the popularity of the platform shows that patients have a high degree of trust in the hotline, which is a good thing. In view of the problem of not being able to make a call, on the one hand, we must focus on solving the common problems that need to be solved through big data analysis, improve the medical treatment process as much as possible, and achieve "handling before litigation". For demands that are not within the scope of the hospital's responsibilities, it is necessary to continue to play the role of a social service platform, gather more social resources, and provide diversified health services for children. On the other hand, we will continue to grow our team. Further achieve the effect of overall operation and overall promotion.
Reporter Liu Lin
Intern reporter Gao Yuan Wen and photo (Source: Beijing Daily)