This document provides guidelines and protocols for front office and emergency management at a hospital. It discusses the important roles of front desk executives in managing the hospital's image and providing excellent customer service. It emphasizes professionalism, promptness, and courtesy. It also outlines nurses' responsibilities in patient care units and proper procedures for operating rooms and emergency management. The document provides detailed information on codes, equipment, and policies to ensure quality patient care and safety.

1. Hospital Management
Protocols.
Presented on behalf of KHPL.

3. FRONT OFFICE
The front desk executives play a very dynamic role in managing
the image of the Hospital
Never Leave the Desk Empty
Front desk is the first point of contact for patients
“Customers are Kings and Kings are never left
unattended’’

4. FRONT DESK EXECUTIVE
Should practice:
1.Professionalism
2.Promtness
3.Courtesy
4.Team Work

5. 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
Etiquette
 Telephone
 Greeting
 Transfers
 Workspace
 Clean from clutter
 Organized
 No food, drinks in covered
containers
 Socializing limited to break
times
Work Ethics
 Punctuality
 Time Management
 Manage multi-tasking
 Follow the chain of command

6. PROMPTNESS
Promptness is integral as the receptionist is the point of
contact for the external customers as well as the
employees
• 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
COURTESY

7. Continued…..

8. 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. 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”
Service recovery

14. Patient Attending Diagram

15. Emergency Code Meaning
Code Red Fire
Code Blue Adult Medical Emergency
Code White Pediatric Medical Emergency
Code Amber Infant/Child Abduction
Code Yellow Explosive device or Bomb Threat
Code Gray Patient Elopement
Code Silver Person with Weapon; Hostage Situation
Code Orange Hazmat Incident; Decontamination Needed
Code Black Severe Weather Warning
Code Clear Situation has been resolved
Emergency Codes & Designations

17. NURSES
EQUIPMENT
AND
SUPPLIES
PATIENT UNIT
PROCEDURES
AND
POLICIES
WARD
Ward Components

18. NURSES
Responsibility
• Co-operation
• Team work
• Discipline
• Punctuality
• Leadership
qualities

19. PATIENTUNIT
Patient unit
• Orientation
• Make the patient
comfortable
• Initial assessment
• Patient care
• Food

20. Equipment and
supplies
• Condition of
equipment.
• Clearing shortage
• Checking
supplies(expiry date)
• Safe handling

21. Procedure and
policy
• Respecting rules
• Following procedures
• Earning good name to
the management

23. To prepare and drape sterile drapes,
instruments & supplies
To assist surgeon & assistants throughout
operation by providing instruments &
supplies
To maintain patient’s safety throughout
operation

24. • Welcoming patient
• Preoperative nursing assessment
• Checklist before scrubbing
• Scrubbing in
• Assembling instruments, counting before surgery
• Assist surgeon by passing over instruments
• Observe patient’s safety
• End of procedure

25. • Welcome patient
• Introduce yourself
• Get personal information
from patient
• Ask if he/she needs any
further help
• Show her around (where to
sit, bathroom, changing
room etc)
• Ask to remove jewelry

26. • Open the inner sterile set &
assemble sterile instruments on
mayo tray & trolley
• Perform surgical count
• Assemble surgical blade
• Prepare sutures

27. • Pass instruments to surgeon in a proper position & safe
manner
• Pass & Receive scalpel in kidney dish
• Place the skin knife away from working field

28. • Retract tissue gently if required
• Remove artery tips as directed by
surgeon
• Cut sutures with scissors, help in
suturing.
• Maintain strict aseptic techniques
• Keep talking to minimum,turn
away while sneezing,coughing

29. • Perform second surgical count of sponges, sharps, instruments
as surgeon begins closing
• Apply dressing to the wound by non touch technique & assist in
removing the drapes.
• Dispose of sharps
• Cover the soiled instruments before sending them for
cleaning/autoclave
• Remove gown & glove and check documentation

30. Emergency Management

31. Definitions
• An emergency department , also known as an accident &
emergency department , emergency room, emergency
ward or casualty department, is a medical treatment
facility specializing in emergency medicine, the acute care
of patients who present without prior appointment; either
by their own means or by that of an ambulance.
• Due to the unplanned nature of patient attendance, the
department must provide initial treatment for a broad
spectrum of illnesses and injuries, some of which may be
life-threatening and require immediate attention.
• The emergency departments of most hospitals operate 24
hours a day, although staffing levels may be varied in an
attempt to reflect patient volume.

32. Functions
• Provision of immediate & correct life saving treatment at all
times & for all situations
• Collection of casualties
• Information center to render advice on telephone or in person
on simple medical queries
• Capacity & capability to provide effective management during
disaster situations.
• Liaison with courts & police in a medico-legal cases
• Provision of ambulance services
• Act as information & communication center especially during
disasters
• To provide education, training & research