caring from the heart for our patients in the hospital

1. CARING FROM THE
HEART

2.  Customer service is the act of taking care of the customer’s
needs by providing and delivering ,
 professional ,
 helpful,
 high quality service.

3.  Caring from the HEART is being able to
CONSTANTLY EXCEED the NEEDS of the patients
and treat them like FAMILY members.

4.  Smiling
 Listening
 Understanding
 Respect
 Eye contact
 Fast / quality
 Explanation
 Tone of voice
 Verbal communication and non verbal communication

5.  H ONESTY
 E MOTIONS
 A PPRECIATION
 R ESPECT
 T OLERANCE

6.  1) knowledge
 2) skills
 3) Desire

7.  Somebody who doesn’t care about other people
 Working independently
 Some one who can’t work with all people ( meaning
social, religion, educational ….)
 Bad communication with other people
 Some one thinks that He know every thing
 Not able to work in a stressful situation or working
under pressure.
 Laziness / lack of motivation
 No desire

8.  Good communicator
 Motivated ( never give Up)
 Never say never
 Understanding
 Tolerance
 Flexibility along with organization and prioritizing
 Passion about her/his work
 Effective
 Follow the golden rule “ DO not do to others what you
do not want them to do to You”

9.  Our PARADIGMS represent our views of the world,
our explanation for what we observe in the world
around us ( family , school, university, media)

11. Business needs
IN business needs they
want a SERVICE or
PRODUCT that your
HOSPITAL can provide
 Personal needs
 They want to feel
SPECIAL

12. What are some business
needs
 Availability of room
 Selection of services
 Financial
 Parking space
 Reliable doctors
 Calling patient by
name/initial
 Listening attentively
 Sincerity and honesty
 Respecting privacy
 Servicing and caring
with emotions
 Saying I’m sorry & thank
you
What are some personal
needs

13.  Customer awareness
 MEDIA
 Concern for the management of hospitals because
their positive financial returns
 Follow up complains by customer to not fall into the
mistakes and maintain the customers
 Monitoring by the ministry of health
 Interest in the development of hospital medical staff
through lectures , conferences and others.

14.  Lack of care
 Lack of staff
 Bad reporting
 Cultural habits
 Incompetent staff
 No team spirit ( bad internal customer service)

15.  SMILE & GREET WARMLY
 TELL Your name and Your role
 ASSIST & LISTEN ACTIVELY
 RAPPORT / RELATIONSHIP building
 THANK

17. Your Body Speaks
for you!

18. Let your Smile
change the WORLD don’t
let the world
change your
Smile!

19.  Staff or doctor not explain properly
 Not enough time with the doctor
 Unnecessary long time wait
 Billing mistakes
 Rude staff
 Lack of transparency about cost

21. Thank You