GUEST AND PATIENT RELATIONS

1. Front
Desk
Shymol Jobin
Shymol Jobin

2. 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’’.:

3. Front Desk Executive
1.Professionalism
2.Promtness
3. Courtesy
4.Team Work

4. 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

5. 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

6. 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

7. Continued…..

8. 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.

9. 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

10. 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. ”

11. 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

12. 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

13. 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

14. 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”

15. SHYMOL JOBIN