The Design And Implementation Of Customer Service System For Jining First People's Hospital

With the continuous expansion of the scale of the First People's Hospital of Jining City,the number of hospital satisfaction surveys is gradually increasing,and the workload of call centers is also increasing.It is more troublesome to record customer service materials.This situation not only increases the cost of the hospital,but also fails to meet the goal of paperless office,and it is also impossible to update the consulting content in time.Therefore,in order to improve its own development,Jining First People's Hospital has implemented the social responsibility of the hospital and proposed the construction of a hospital customer service system.The hospital customer service system is developed based on the JavaEE platform.The main frameworks selected are Spring Boot,Spring MWC,and Hibernate.The database is a relational Oracle database.In the design of the specific technical architecture scheme of the hospital customer service system,the Spring Boot and Spring MVC frameworks can provide Freemarker Templates template engine,Batch Jobs batch jobs,Service API interfaces,Business Logic business logic,transactions,logs,security and other processing services.The ORM mapping of the Hibernate framework completes the conversion processing between different types of data,and also applies HTML,XML,and JSON techniques.The five major businesses of follow-up,satisfaction survey,appointment registration,consultation feedback,and call center have become the core functions of the hospital digital software research process.Among them,follow-up management achieved ward follow-up and centralized follow-up.Satisfaction survey management includes patient satisfaction survey and hospital satisfaction survey.Appointment registration management is used for appointment by date,appointment by expert,appointment by appointment,appointment,appointment registration data management,appointment registration suspension management,and appointment registration report statistics.Consultation feedback management includes patient complaints,patient praise,business consultation,and bed coordination.Call center management realizes interactive voice response,automatic traffic distribution,incoming and outgoing call recording,Web one-touch call,customer call information plays on the screen,call transfer,call recording,and notification reminder.The application of the system can standardize the business process of the First People's Hospital of Jining City,so that the in-hospital and out-of-hospital services can be effectively improved,which can reduce the operating cost of the hospital,and provide a unified and efficient,interconnected customer service platform for the hospital and enhance the hospital's customer service concept,create and ensure a good relationship with hospital customers,carefully discover and properly maintain customer data,to ensure that hospitals can be unique in the increasingly fierce competition.