DB15/T 3021-2023 居家社区养老呼叫助急服务规范

ICS03.080.01

CCSA12

15

内蒙古自治区地方标准

DB15/T3021—2023

居家社区养老呼叫助急服务规范

Specificationforemergencycallassistanceservicesforelderly

careinresidentialcommunities

2023-05-11发布2023-06-11实施

内蒙古自治区市场监督管理局发布

DB15/T3021—2023

目次

前言.................................................................................II

1范围...............................................................................1

2规范性引用文件.....................................................................1

3术语和定义.........................................................................1

4基本要求...........................................................................1

服务组织.......................................................................1

岗位与职责.....................................................................1

服务人员培训...................................................................1

服务绩效评定...................................................................1

工作环境.......................................................................1

呼叫服务流程...................................................................2

服务过程控制...................................................................2

服务质量要求...................................................................2

解答诉求.......................................................................2

派送诉求......................................................................2

行为准则......................................................................3

行为规范......................................................................3

解决方案......................................................................3

服务管理要求..................................................................3

排班管理......................................................................3

质量监控管理..................................................................4

报表管理......................................................................4

呼叫助急......................................................................4

5投诉处理和跟踪回访.................................................................4

投诉处理.......................................................................4

跟踪回访.......................................................................5

6服务评价...........................................................................5

附录A（资料性）回访记录表...........................................................6