Human Resources Administration Director Qu Yanna presided over the opening ceremony, emphasizing that the purpose of this training is to implement the concept of "medical services full of care" in daily work, and encouraged everyone to listen carefully and actively participate in interactions. At the opening ceremony, General Manager Peng Tianzhi combined with actual cases from the hospital’s past services,He vividly explained the key role of high-quality services in improving patient satisfaction and hospital brand image, making everyone deeply aware of the importance of this training. Finally, Dean Fei expressed his ardent hopes for the participants, hoping that through this training, everyone can effectively apply what they learned in the class to actual work and bring excellent medical service experience to every patient.The training centered around service etiquette, starting with the "cornerstone of etiquette" to make everyone understand that service etiquette is the first business card of high-end medical care and is the primary link in building trust with patients and conveying care. At the same time, we focus on "image management" and guide everyone on how to convey the professionalism and quality of high-end medical care through a good image from aspects such as dress and appearance.
Situational drills integrate knowledge and action, from "three-meter smiles" to "one-meter greetings", from guidance gestures to elevator etiquette. By extracting real customer scenarios, students conduct full-process real-life drills, from how to quickly break the ice during the first visit to how to balance efficiency and temperature in group receptions. Teacher Ruyi teaches everything and uses vivid explanations to analyze the essence of service etiquette; using live cases,Make abstract etiquette norms easy to understand, learnable and usable. The trainees listened attentively to the lectures and actively interacted. Colleagues such as Zhou Tingting and Yang Shifan from SOC1, Gu Qiong from the Nursing Department, Qu Peiwen from the Physical Examination Center, Sun Yun from the Dermatology Department, Zhang Miaoying from the Member Center, and Qiao Nengzhi from the Engineering Department integrated their work into the "process drill session".Learn to incorporate etiquette into every detail in a dynamic service process. The interactive atmosphere in the classroom is very lively.
At the end of the training, the teacher led the students to review carefully and explain the strategies for responding to specific service situations, helping everyone to provide high-quality services to patients in complex scenarios and further improve service value. During the two-day training process, all participants maintained a high degree of enthusiasm for learning, aiming to internalize service etiquette in their hearts and externalize it in their actions.Together, we will create better, more warm and high-quality medical services for patients.
