Treating patients with hospitality can improve health outcomes. Key aspects for patients are amenities, a clean and relaxing atmosphere, high-quality treatment and care, safety, and efficient admission and discharge processes. The front desk is the first point of contact and plays an important role in managing appointments, payments, and creating a positive impression. Front desk staff should demonstrate professionalism, promptness, courtesy, and teamwork. This involves having a positive attitude, managing time well, treating all people politely, and working cooperatively with others. Ensuring quality care, extraordinary service, and treating each patient with empathy, caring and respect can improve the overall experience.

1. Treating your patient
like your guest
Submitted To Submitted by
Aman Mam Palak (MHA sem4)

2. Gone are the days when hospitals were only
concerned with physical well being of a
patient. As new research has pointed out that
physical and mental health is inter-related,
hospitality in the context of a hospital strives
to make the patient’s experience pleasant.
The aspects that are important to the patients are
• Amenities – Food, Private Rooms, Entertainment options
like cable and music, Wi-Fi, Easy Access and Convenient
Parking
• Atmosphere – Cleanliness, Hospitality, Friendliness,
Comfort, Relaxing Environment
• Treatment – Pain Management, Services Offered,
Technology
• Safety – Patient Safety, Personal Safety, Privacy
• Nursing – Attitude, Attentiveness, Responsiveness,
Courtesy, Caring, Respect, Treatment of Family
• Physicians – Access to them, Listening ability, Knowledge,
Manner, Compassion, Reputation.
• Admission and Discharge – Quick, Timely, Follow-up,
Discharge, Support, Affordability, Information

3. Front office
• Front desk (office) a term used for reception area at a medical facility and its personnel
(receptionist) is one of the unsung heroes of multi tasking and keeping everyone happy.
• The etiquette's of the front desk executives plays a very dynamic role in introducing image
of the hospital.
• Never leave the desk empty as it’s the first point of contact for patients and thus it is one of
the frontlines things running smoothly.
• From scheduling appointments to collecting payments the front desk seems to do it all.

4. Attributes
1. Professionalism
2. Promptness
3. Courtesy
4. Team work
This Photo by Unknown Author is licensed under CC BY-SA-NC

5. 1.Professionalism
• Positive attitude- Attentive, friendly approach, stay positive
• Work ethics- Punctuality, Time management, Manage multi tasking, Follow
the chain of command.
• Etiquette:
• A) Telephone- Greetings, Holds, transfers
• B) Workspace- Organized, socializing limited to break times, No foods or
drinks in office.

6. 2. Promptness
• Promptness is integral as receptionist is the point of contact for the external
customers as well as the employees
• In hospitals with front office executives there are employees who are designated as
GRO(Guest relation Officer) and PRO (Public Relation Officers)
• GRO are specified mostly for VIP patients or patient who ask them for their help.
The prime function of GRO is to ensure the satisfaction of a patient.
• PRO is the chief person responsible for all communications, public relations and
public affairs in an organization. The prime function of PRO is to create, maintain
and enhance the reputation of an organization.

7. 3. Courtesy
• Attention needs to be given to every person who walks in.
• It is important to ensure that each patients must be treated with full
attention.
• Conduct with everyone must be polite.
• Ability to stay calm under pressure.

8. 4. Teamwork
• Be respectful of all members of your team.
• Be coachable 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 share your knowledge with others.
• Give recognition and credit wherever you can for a job well done or difficult situation well
handled.
• Communicate using clear language(no jargons) 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 have very difficult
situations to manage
• “Always Be Willing To Learn A New Tsk Versatility Goes A Long Way”

9. # QUALITY
• The utmost function of every organization like (hospital) is to deliver a good
quality care to their patients.
• “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.

10. Extraordinary Services
• Exceeds patient’s expectations.
• Makes the patients feel you care and are doing your best.
• Value for money (time) services.
• Don’t pass the patients in and around.
• Treat every patient as an individual with unique service needs and
expectation.
• Answer promptly to patients needs.

11. • Determined by degree of empathy, caring and individual attention shown.
• Handles emotional situations well.
• Provide positive strokes wherever appropriate.
• Be positive, energetic, Helpful and cordial.
• Don’t treat anybody like a nuisance.
• Must follow effective service recovery procedures.
Complaints are best source of feedback and when needed patients return to
their place because at that place there complaints are resolved very quickly.

12. STEPS TO DEAL WITH PATIENTS
•
•
Acknowledge the
existence
Personal details
Eye contact
Body language Waiting
Explain to the
patient what is
going to happen
next
Open ended
questions
Personalize the
patient experience
Spend time on
patient education
Treat every patient
equally
Improve hospital
atmosphere
playback
Respect patient
confidentiality at all
times
Don’t loose patients
personal belongings
Keep patient rooms
clean
Bade goodbye and
have a healthy life
ahead wish when
patient leaves