GUEST AND PATIENT RELATIONS

Front

DeskShymol Jobin

Shymol Jobin

FRONT OFFICE

The etiquettes of the front desk executives play a very dynamic

role in canvassing image of the Hospital

Never Leave the Desk Empty as it’s the first point of contact for

patients/bystanders it is rightly said

“Customers are Kings and Kings are never left

unattended’’.:

Front Desk Executive

1.Professionalism

2.Promtness

3. Courtesy

4.Team Work

Continued….

1.PROFESSIONALISM

Positive Attitude

Attentive – listen and care (make them know they matter)

Give accurate information, don’t be afraid to say “I don’t know, but I will find out”

Friendly approach – watch for non-verbal and body language signs

Eye contact (best response in 2 seconds)

Learning to say no with tact and courtesy and confidence

Use names whenever possible

Stay positive

Work Ethics

Punctuality

Time Management

Manage multi-tasking

Follow the chain of command

Professionalism continued……

Etiquette

Telephone

Greeting

Holds

Transfers

Workspace

Clean from clutter

Organized (know where to find things and put them

back in their place)

No food, drinks in covered containers

Socializing limited to break times

Front Desk Executive continued…..

2) PROMPTNESS-

Promptness is integral as the receptionist is the

point of contact for the external customers as

well as the employees

3) COURTESY -

Attention needs to be given to every person who

walks in.

However important guests & clients should be

treated with more attention

Welcome everyone with a smile

Conduct with everyone has to be polite

Continued…..

Front Desk Executive continued…..

4. Teamwork

Be respectful of all members of your team

Be coachable and open minded to help offered by your

supervisor or other members of your team

Be willing to work together to accomplish department

and institutional goals

Be willing to be available and do your share of necessary

extras (take one for the team)

Be willing to share you knowledge with others. Mentor

and support new team members

Give recognition and credit wherever you can for a job

well done or a difficult situation well handled.

Team work Continued….

Listen and be attentive to what your customer needs

Communicate using clear business language and

remember to watch body language

Be a life long learner at your job as well as your personal

education.

Be understanding of all people and situations, especially

where you may have biases that are contrary

Always be willing to learn a new task versatility goes a long way

Quality Patient Care

“Quality is never an accident. It is

always the results of high intention,

sincere effort, intelligent direction and

skillful execution; it represents the

wise choice of many alternatives. ”

Providing Extraordinary Service

Exceeds Patients ’ expectations

Makes the Patients feel you CARE & are doing your best

Value-for-money(time) services

Under Promise & Over Deliver’

Don’t pass the Patients/Bystanders in &around

Treat every Patients/Bystanders as an individual with unique service

needs & expectations.

Answer promptly to Patients/Bystanders needs

Determined by degree of empathy, caring & individual attention

shown

Extraordinary Service Cont……..

You represent the organization

Every contact offers you a new opportunity for self- enrichment

Handles emotional situations well

Provides positive strokes where appropriate

Undivided attention to your Patients/Bystanders

Be natural, not fake or mechanical

Be positive, energetic, helpful & cordial

Be your Patients/Bystanders agent

What Do Patients/Bystanders Want?

To receive an apology

To be offered a “fair fix” for the problem

To be treated in a caring manner

Not treated liked a nuisance

Effective service recovery procedures

service recovery

Complaints - best source of feedback o 54% - 70% of

customers return when their complaints are resolved

95% of customers become loyal when their complaints are resolved quickly

Turn “upset” into “delighted”

SHYMOL JOBIN