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目的:建立公平合理的收费员绩效核算办法。方法:运用综合指数法对收费员的工作量进行绩效核算。结果:此方法简单易懂,较容易将收费员工作量化,拉开了差距,体现了“按劳分配、多劳多得”的原则。结论:医院的挂号、收费工作一定程度上体现了该医院的服务水平,病人与收费员接触较早,收费员的工作态度、工作能力对于病人对医院的满意度起着重要的作用。运用综合指数法建立的收费处绩效核算办法,奖优惩后,激励了收费员提高业务水平、增强服务意识。使医院的收费窗口服务水平显著提高。
Objective: To establish a fair and reasonable accounting method for the performance of toll collectors. Methods: Using the comprehensive index method to calculate the workload of toll collectors. Results: This method is simple and easy to understand, it is easy to quantify the work of toll workers, opened up the gap, reflecting the principle of “distribution according to work, more work and more”. Conclusions: The registered and paid work of the hospital reflects the service level of the hospital to a certain extent. The contact between the patient and the toll collector is earlier. The working attitude and work ability of the toll collector play an important role in the patient satisfaction with the hospital. Using the composite index method to establish the toll collection office performance accounting method, after rewarding and punishing, it stimulated the toll collectors to raise their professional level and enhance their service awareness. So that the hospital’s toll window service levels significantly improved.