医院网络咨询流程

医院网络咨询 三，网络咨询流程 1，了解病人的个人基本资料 2，了解病人的基本情况——现病史 3，了解病人的过去病史 4，确定诊断范围 5，预约 6，预约中费用问 7，预约后注意事项 8，如何分辨对方是其他医院“探子” 9，资料准备 10，灵活运用技巧 1，了解病人的个人基本资料 包括姓名，性别，年龄，职业。例如病人进入咨询平台问:医生，宫颈糜烂怎么治疗,咨询人员首先需要回答的是:宫颈糜烂我院可以治疗(先肯定我们可以解答对方的问题)，请问您今年多大年龄,是您本人吗,(青春期、年轻人、中年人、老年人的宫颈糜烂的症状和治疗方法是不一样的，同是也确定一下对方是不是本人患有宫颈糜烂) 2，了解病人的基本情况——现病史 也就是病人现在咨询的时候，是身体什么地方不舒服，目前都有那些症状。在询问现病史的时候，除了病人自述以外，咨询者要引导的询问，必须搞清楚病人现在的详细症状。 如果病人不能很好的描述，或者咨询者无法判断病人的病情时，则进入下一个咨询步骤。例如刚才的病人说:现在就是肚子疼，这是怎么回事。(那么这个病人的重点咨询目的就是“肚and contract product specifications, models, scale to match. Trunking, fittings and testing requirements for iron: a variety of trunking material, specifications, provisions of the model should comply with the design document, the surface should be smooth, flat, no deformation, fracture. Embedded metal raceways, cable boxes, junction boxes and iron pipe surface coating or plating a uniform, complete, not deformation and damage. All kinds of material quality and specifications of iron should be in line with quality standards, without distortion, distortion, burrs, breakage or damage. Surface treatment and coating of iron should be uniform and complete, with smooth surface, no shedding, bubbles and other defects. Cable testing requirements are as follows: projects using twisted-pair cable, should comply with the design specifications and contract requirements. Signs attached to the cable, the label content should be complete and clear. Cable sheath intact, the cable should be accompanied by a quality inspection certificate. If user requests shall be accompanied by the technical guidance of the bulk cable. Connector test requirements are as follows: wire modules and information part of the socket, and other sockets should be complete, check whether the plastic material meet the design requirements. Cabling 子疼”，这一点咨询者必须要明确，只有弄清楚病人咨询的主要问题，咨询者才能为后面的解答、引导、预约做好铺垫)。咨询人员可以在详细的询问:您具体是肚子的什么位置疼痛,(疼痛的不一样，疾病也不一样，假如此人是胃肠炎，和宫颈糜烂完全不沾边，那么盲目的回答，就会造成“不专业”，让病人产生不信任的心态。) 咨询者可以继续问:肚子疼痛的时候是什么样的疼痛感觉,例如是隐痛，还是剧痛，还是绞痛，还是刺痛，还是其他什么样的痛疼感觉,(对病人而言，很多医学术语他们不懂，我们咨询人员在采用“口水话”、“平民话”询问和回答的过程中，也要使用专业术语，同时对专业术语做一个简单的通俗化解释，这样显得很专业，并且易懂。)还要在询问:您的这种症状持续有多长时间了,(根据不同的病情，可以问的更加详细，有的疾病完全只需要问个大概的时间段，当然越具体越好) 3，了解病人的过去病史 咨询者可以继续问:肚子疼痛的时候是什么样的疼痛感觉,例如是隐痛，还是剧痛，还是绞痛，还是刺痛，还是其他什么样的痛疼感觉,(对病人而言，很多医学术语他们不懂，我们咨询人员在采用“口水话”、“平民话”询问和回答的过程中，也要使用专业术语，同时对专业术语做一个简单的通俗化解释，这样显得很专业，并且易懂。)还要在询问:您的这种症状持续有多长时间了,(根据不同的病情，可以问的更加详细，有的疾病完全只需要问个大概的时间段，当然越具体越好) 当病人对咨询者的问题肯定的回答时，咨询者心里应该有个大致的印象——此人可能就是“旧病复发”。那么接下来咨询者必须要询问的就是:这种症状(或者直接说宫颈糜烂，前提是病人对自己是什么病很肯定)以前有没有治愈,还要询问既往治疗史，在那里治疗的,有没有做过系统全面的检查,当时医生给您的诊断是什么, 这一点非常关键，这几个问题形成的含义有四个方面: A、进一步明确病情诊断。 B、为后面的引导预约就诊做好铺垫。 C、了解同行之间的大致情况。 D、给对方制造“陷阱”。 and contract product specifications, models, scale to match. Trunking, fittings and testing requirements for iron: a variety of trunking material, specifications, provisions of the model should comply with the design document, the surface should be smooth, flat, no deformation, fracture. Embedded metal raceways, cable boxes, junction boxes and iron pipe surface coating or plating a uniform, complete, not deformation and damage. All kinds of material quality and specifications of iron should be in line with quality standards, without distortion, distortion, burrs, breakage or damage. Surface treatment and coating of iron should be uniform and complete, with smooth surface, no shedding, bubbles and other defects. Cable testing requirements are as follows: projects using twisted-pair cable, should comply with the design specifications and contract requirements. Signs attached to the cable, the label content should be complete and clear. Cable sheath intact, the cable should be accompanied by a quality inspection certificate. If user requests shall be accompanied by the technical guidance of the bulk cable. Connector test requirements are as follows: wire modules and information part of the socket, and other sockets should be complete, check whether the plastic material meet the design requirements. Cabling 对方任何一个问题正反方面回答都会给后面的咨询形成“漏洞”，正是患者的回答中有了“漏洞”，我们咨询人员才能抓住这些漏洞充分的发挥自主能动性。为后面的被动变主动做好铺垫。 4，确定诊断范围 人员掌握这些信息的时候，才能在接下来的过程中游刃有余的去和病人进行沟通。咨询人员在这一步要做的是，明确病情范围，不能把妇科当成胃肠科，不能混乱基本医学理念和常识问题。 在咨询人员的明确病情的时候，一定要加上“根据您提供的信息、可能、有可能、很有可能„„”等不确定的词语，并且有必要的时候还要加上一句:毕竟我没没有见到您本人，也只是根据您的描述做出一个大致的判断。如果要明确具体的病情和病因，需要进一步做详细的检查。这样就为下一步的预约做好了更坚实的铺垫工作。 5、预约 当给出病人一个大致的疾病范围的时候，咨询人员接下来要做的就是及时的给出“要明确病情，才能针对治疗”的暗示。 一般病人在得到咨询人员“可能„..”这一类的话题的时候大多有2种反映。 A、问:还需要做什么检查, B、那我的病能治好吗? A、这个时候病人的心里有3个方面: B、害怕自己的病情，因为患者既得到了她想要咨询的病情，但是又不明确病情。 C、担心检查费高，担心咨询人员是不是有欺骗她做多余检查的行为。 and contract product specifications, models, scale to match. Trunking, fittings and testing requirements for iron: a variety of trunking material, specifications, provisions of the model should comply with the design document, the surface should be smooth, flat, no deformation, fracture. Embedded metal raceways, cable boxes, junction boxes and iron pipe surface coating or plating a uniform, complete, not deformation and damage. All kinds of material quality and specifications of iron should be in line with quality standards, without distortion, distortion, burrs, breakage or damage. Surface treatment and coating of iron should be uniform and complete, with smooth surface, no shedding, bubbles and other defects. Cable testing requirements are as follows: projects using twisted-pair cable, should comply with the design specifications and contract requirements. Signs attached to the cable, the label content should be complete and clear. Cable sheath intact, the cable should be accompanied by a quality inspection certificate. If user requests shall be accompanied by the technical guidance of the bulk cable. Connector test requirements are as follows: wire modules and information part of the socket, and other sockets should be complete, check whether the plastic material meet the design requirements. Cabling D、不耐烦的心里，患者可能会认为我就问一下病情，又要让我做检查。 因为现在的病人，不仅仅只在我们这里进行了咨询，而每一个咨询人员都会告说她需要做检查。此时咨询人员要非常迅速的告说患者，检查需要做的是那些方面。 在回答问题1的时候要注意，不能给病人说具体需要做哪一项或者哪几项检查项。咨询者答:需要做妇科常规的一些检查和跟病情有关的针对性的检查。这句话就可以同时解决病人的三方面心里顾虑，已经暗示给病人，我们不会胡乱检查收费，但是只有明确了病情和病因，才能针对性的治疗。之所以这么讲，就是为了接下来的费用问题做铺垫。如果病人只是询问病情，或者只是询问检查方面，这个时候就可以抛出我们的优惠活动，在一次引导病人检查，从而形成预约就诊。 在咨询完检查后，病人会问到所有人都关心的话题——费用。 6，预约中费用问题 对于费用问题，前面我们在“模糊明确病情”的时候就已经开始打好了铺垫，又在检查的时候给出了“要明确病情，才能针对治疗”的暗示铺垫。这个时候就需要结合优惠活动(指治疗优惠，而不是检查优惠)，以及我们的实力，技术，专家等方面综合考虑了。咨询人员在这一步里一定要注意，这是非常关键的一步，前面做的所有努力和铺垫，就是为了解决这个问题，只要费用问题解决了，预约基本上就成功90%了。那么怎么给病人解释费用问题, 1，“现在我只能根据您的描述来进行诊断，没有了解到您的详细病情，费用方面我暂时还无法帮您预算。”“现在您的详细病情还不能明确，我建议您来我院做个系统、详细的检查，明确病情和病因后，我们主治医生(主任、专家、教授)会根据您的具体情况给您会诊定制治疗，然后我们医生会给您预算一个大概费用。”也就是说，病情不明，无法预算费用。 2，“我们的治疗方法有很多种，有常规的治疗方法，也有目前国际最先进的治疗方法，费用都不一样，而哪一种治疗方法适合您自己，不仅要考虑您个人的经济情况，还需要我们主治医生(主任，专家，教授)根据您自己情况定制出最适合您的治疗方案。”含义为:治疗and contract product specifications, models, scale to match. Trunking, fittings and testing requirements for iron: a variety of trunking material, specifications, provisions of the model should comply with the design document, the surface should be smooth, flat, no deformation, fracture. Embedded metal raceways, cable boxes, junction boxes and iron pipe surface coating or plating a uniform, complete, not deformation and damage. All kinds of material quality and specifications of iron should be in line with quality standards, without distortion, distortion, burrs, breakage or damage. Surface treatment and coating of iron should be uniform and complete, with smooth surface, no shedding, bubbles and other defects. Cable testing requirements are as follows: projects using twisted-pair cable, should comply with the design specifications and contract requirements. Signs attached to the cable, the label content should be complete and clear. Cable sheath intact, the cable should be accompanied by a quality inspection certificate. If user requests shall be accompanied by the technical guidance of the bulk cable. Connector test requirements are as follows: wire modules and information part of the socket, and other sockets should be complete, check whether the plastic material meet the design requirements. Cabling 技术不一，治疗方案不同，费用不同。 3，“这次我们邀请的是从北京来的特邀妇科某教授坐诊，她每天的就诊名额都有限，而且坐诊时间也有限，特邀专家的就诊费用和我院费用是有所差别的。含义为:专家不一样，收费不一样。 针对病情，治疗方案，医生资质，从这三个方面入手，可以不同的组合，灵活运用，基本上就可以解答病人对费用的疑惑。在从这三方面入手的同时，要结合我院的基本收费标准，例如传统人流手术费150元，无痛人流基础手术费480元等等。 and contract product specifications, models, scale to match. Trunking, fittings and testing requirements for iron: a variety of trunking material, specifications, provisions of the model should comply with the design document, the surface should be smooth, flat, no deformation, fracture. Embedded metal raceways, cable boxes, junction boxes and iron pipe surface coating or plating a uniform, complete, not deformation and damage. All kinds of material quality and specifications of iron should be in line with quality standards, without distortion, distortion, burrs, breakage or damage. Surface treatment and coating of iron should be uniform and complete, with smooth surface, no shedding, bubbles and other defects. Cable testing requirements are as follows: projects using twisted-pair cable, should comply with the design specifications and contract requirements. Signs attached to the cable, the label content should be complete and clear. Cable sheath intact, the cable should be accompanied by a quality inspection certificate. If user requests shall be accompanied by the technical guidance of the bulk cable. Connector test requirements are as follows: wire modules and information part of the socket, and other sockets should be complete, check whether the plastic material meet the design requirements. Cabling