From Telephones to Front Desk Patient Management.

From Telephones to Front Desk

Patient Management

What is the most important role in your practice?

PATIENTS

Without patients we do not have a Practice to run!

We’ve all had these days…

What can I do to ensure the smooth running of a hectic time?

Aim to be two steps ahead whether in Surgery IRC or Front Desk 

Have everything prepared the day before as if the least experience team member will have to do the role 

Work as a TEAM - COMMUNICATE    Remain POZitive

Patient Expectations

Every patient is different with different expectations….

HOW CAN I MEET THEM ALL?

Control the one thing we have control over….

OUR ATTITUDE…

Fish Philosophy

Telephones….

When a patient calls your practice you can win them over just with your greeting

Before you pick up any phone SMILE

LISTEN and understand what the patient is asking

INFORM patient as to what will be expected

DOCUMENT any relivent information into their patient history

  Building Patient Trust

“Trust is like a vase. Once it's broken, though you can fix it the vase will never

be same again.” 

 Tips It is OK to be wrong, just own up to it and make corrections. Admitting you are wrong builds trust. Define what trust looks like. Keep this list handy so that when you are in a sticky situation you have a trust list. Do what you say—always! If you find this hard to do then do not commit to anything unless you know 100% that you can.  Don’t lie ever, and if you do, correct the situation.  Don’t gossip. Always remember when you gossip you destroy trust.  Be open and honest regarding the details of a situation. All too often it becomes easy to embellish upon a situation. Remember the truth will come out eventually—and embellishment hurts your trust factor.  If you do not have the answer just say so. You cannot know everything.  Answer, “I do not know right now, however I will find out for you,” and then do it.  - See more at: http://www.lsc-group.com/dont-break-the-vase/#sthash.ZN7v7KHx.dpuf  

GREATING A PATIENT:Its not what you say its how you say it….

The positive way..

Use the FISH Philosophy

Welcome your patient in an open and positive way

Focus your attention to their needs

Inform them of what to expect today

Comfort their anxiety

DEALING WITH DIFFICULT PATIENTS: 

Listen without interruption

Apologise for the event or occurrence without admitting fault

Ensure the patient you will review and action the event

Follow up

CHOOSE YOUR ATTITUDE When you wake up and go to work it is you that chooses how to see

the world

Pitty parties are so 2000’s

Gossiping can loose the trust of patients and co workers

Communicate well

Treat everyone as you would want to be treated

Have fun