Full discourse on the most important person in the hospital - the PATIENT.
A patient is a customer in the hospital.
What differentiates a patient from a client?
7. The CLIENT (PATIENT)
The Client (patient) is the one that
justifies all efforts of the hospital
existence
He is the king of hospital business
He is the one that pays the bills. He has
the purchasing power.
He is the beginning and end of every
hospital business.
“For him to spend in your hospital, you
have to serve him well”
8. PATIENT Economic Profile
1. Wealthy Patients
2. Very Rich Parents
3. The Middle Income Group
4. Poor Clients
5. Abject Poor Clients
9. 1. Arrogance
2. Demanding
3. Impatience
4. Domineering
5. Recognition
6. Attention Seeking
Common Characteristics of a
PATIENT
10. 1. Name: First, middle,
surname with appropriate title
2. Gender
3. Tribe & Cultural
Background
4. Educational Level
5. Occupation
6. Economic Profile
7. Marital Status
Know Your Client (KYC)
8. Peculiar Xteristicis - Likes &
dislikes
9. Diagnosis: Compulsory for
medical team
10. Special Conditions eg
Emotional disorder, smoking,
etc:
11. Responsibility of the PATIENT
to You
1. Comply with
medical and
Health decisions
2. To pay your bills
3. Grow your
Hospital
12. Your Responsibility to the
PATIENT
1. To relieve his
pain; and
2. Prolong his life in
a safe,
comfortable and
friendly
environment.
14. From the Staff:
Gateman to Medical Director
Courtesy
Friendliness
Cheerfulness
Red Carpet
Prompt Service
Quality Service
Cost-effective
Service
Sincerity
15. From the Hospital
Clean
environment
Accessibility
Cheerfulness
Red carpet
Prompt Service
Quality Service
Cost-effective
service
Sincerity
Everything the Px needs to know needs to
be unveiled in the language he/she will
understand; even those not asked as long
as it’s important and relevant
16. deliver on Patient’s
Expectations
Communication
Skills
Negotiation Skills
Good Dress sense
Self Confidence
Patience
Good Human
Relations
Good Listener
Humility
High Energy Level
Knowledgeable
Success-driven
Time Management Skills
Team spirit and loyalty to
the company
Honesty
Focused
Commitment
Self Motivation