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Rajakumar.M,
Reception
Personal hygiene: It is imperative that Reception and Enquiry personnel should follow proper personal hygiene. As they are constantly exposed to patients, a clean appearance helps to project a good image of themselves as well as the establishment. A high sense of personal grooming: Uniforms must be clean and neatly pressed. Hair should be groomed well and nails should be manicured. Jewelry should be restricted to one ring and a chain for ladies. In short, the reception staff must be seen at their best at all times. Self-confidence: Self-confidence is necessary as Reception and Enquiry personnel meet patients and visitors from different states, countries, strata and culture. They should be comfortable and feel at ease in dealing with people. Communication must be correct and clear: It is preferable that Reception and Enquiry staff are familiar with than one language. It helps in communicating with patients who cannot speak English or the local language. The manner of speaking is also important. Abrupt language can put patients on the defensive, making a problem unsolvable. Here are some typical phrases to use. May I help you May I suggest (or recommend) I beg your pardon May I request you to One moment please Would you kindly---------- Good Morning Good Afternoon Good Evening Excuse Me Thank you It is highly recommended that one should avoid the use of slang or abbreviation. Always refer to male patients as Sir and female patients as Madam. The selected candidate for the post of reception should have a clear and proper mode of speech. Calm under pressure: Being the nerve center of the hospital, the Reception and Enquiry area is in constant interaction with patients and therefore invariably encounters tremendous pressure. Patients always expect personalized priority treatment and the pressure of demand never ceases. Coupled with this are difficult patients who can be very unnerving. The Reception staff should thus have a high degree of tolerance for pressure of work and be calm and composed at all times. Ability to remember names and faces: This attribute distinguishes the good from the average amongst the reception staff. Every individual has an ego and his/her name is precious and personal to him. If the reception staff can call patients by their names, this immediately pleases them and personalizes the patient experience. The patient begins to feel welcome as people recognize him by name. Ready smile: This is very important for Reception & Enquiry operation. Patients like to be handled by a cheerful staff at the desk. Their smile exudes cheer and puts the patients at ease. Physical fitness: Reception & Enquiry operations require the staff to stand for long hours at a time. The staff must be sturdy, agile and active. Quick decision making ability: Patients often approach the Reception and Enquiry desk with problems and requests. Reception staff must be able to quickly decide a course of action that satisfies both the patient and the interests of the organization. Handling Telephones Reception and Enquiry should be well connected through telephone and intercom sets with all clinics and other important areas in the OPD. Clarity of Speech: Clarity when speaking on telephones is essential. In case of doubt, repeat the information to clarify the patients statement The receptionist speaking too fast often loses clarity of speech and must be attentive when receiving incoming calls and the resident patient calls. Lack of concentration may result in giving wrong numbers or transmitting wrong messages, which could be disastrous for the patient. Secrecy: The rules and regulations make it a punishable offence to violate the secrecy of telephonic conversations. All employees are forbidden to divulge patient information. They are likewise cautioned against listening unnecessarily on connections. Developing a good memory is extremely important for any receptionist, to recall the house directory, important telephone numbers of the city, etc. It is nice if a receptionist remembers a patients names . Concentration and quickness: Receptionists have to develop absolute concentration in their work since the lack of concentration may delay answering a call or hinder proper attention to an answered call. It is also imperative that the receptionists apply their mind to their work and take their work seriously, as this will assist with patient satisfaction. Careful and polite: Carelessness on the part of a receptionist might result in patients getting poor service such as receiving a number, which is not required or getting the wrong extension. The receptionist is very often the first contact point with the public and the reputation of the hospital is linked with the politeness or rudeness of its receptionist. She must do her best to be quick and while doing so, must impress the patient with her politeness. |