This newspaper (reporter Lin Zhongming correspondent Xie Lijuan)"Hello, Mr. Wu, I am a staff member of Zhabei District Procuratorate. Please comment on the marking service we provide." Recently, lawyer Wu of Shanghai Yingke Law Firm received a return call from Zhabei District Procuratorate in Shanghai.
In order to effectively protect lawyers’ right to practice, the hospital has explored and established a "window reception evaluation system", which stipulates that lawyers should pay a return visit by telephone within five working days after coming to the hospital to find out the lawyer’s satisfaction with the service attitude and service content of the reception staff, the knowledge of online booking marking, case flow information push, and the opinions and suggestions for the procuratorial organs to improve the lawyer’s reception work. The quality of window reception is tested by data verification, and feedback opinions are collected.
The "window reception evaluation system" introduced by the hospital was praised by lawyers for providing "after-sales service" for procuratorial organs, and lawyer Wu was one of the beneficiaries. Not long ago, he received a message on his mobile phone, saying, "Your appointment for inquiring about the case progress of 14…457 (application for serial number) has been approved ……" Through this service, lawyer Wu can immediately obtain the process information of the case he has entrusted in the procuratorial process. When receiving a call from the hospital for a return visit, Mr. Wu gave full marks.
The introduction of "new service" has brought more "surprises" to lawyers’ practice, and the continuous improvement of "old service" has also brought better services to lawyers. During the return visit, a lawyer mentioned that the efficiency of the lawyer’s marking was improved by using the "snapshot instrument" to remake the files and burn CDs, but sometimes the lawyer would go directly to the detention center after marking, so he could not take his laptop to watch CDs, hoping to increase the copying service. However, the prosecutor of the hospital also noticed that because the evidence in the case file was secret before the trial, the "quick-shooting instrument" was used to take photos and engrave the disc, and the watermark of "lawyer’s marking" was printed to prevent leakage. If you increase the copy service, you should also take necessary measures to prevent leaks. To this end, the hospital carved a "special seal for marking and copying", which not only facilitated lawyers, but also prevented leaks.
Sun Songjun, head of the case management department of the hospital, said, "The significance of a return visit is to collect lawyers’ opinions in time, analyze the feasibility of problem solving, and implement rectification measures. This is the significance of using the concept of’ after-sales service’ to do lawyer reception work."
It is understood that since February 2014, the hospital has accepted 71 lawyers’ marking, conducted 38 return visits, collected 7 feedback opinions and formulated 3 corresponding rectification measures.
(Original title: Lawyers receive "after-sales service" Zhabei, Shanghai: collecting opinions through return visits to improve reception level)