Tidy up the mood → meet the patient → action to prepare (stand up with a smile) → welcome greetings → ask the first follow-up → help registration → triage doctor → guide the patient to the waiting area to rest → get magazines and pouring water → notify the health adviser or clinic doctor → waiting area to lead the patient to the clinic → return to the front desk to meet the preparations → the patient to stand up when they leave → with a smile → the use of Greetings
2, reception service norms
(a) reception ready
The five basic spirits of etiquette for expression, greeting, tone of voice, conveyance reception, business image, appearance clothing.
(1) psychological preparation: full of spirit, full of vigor, to meet the new day.
(2) action preparation: self-check against the code of conduct, dressed in uniform uniform uniforms, neat and orderly, wearing a plate, hair neatly detangled, full of enthusiasm, a smile, standing posture norms.
(3) inspection preparation: whether the work area is clean and tidy, keep the work area clean, neatly arranged, to ensure and verify the performance and working condition of each item. And turn on the audio-visual, air-conditioning and other equipment in the clinic area as needed.
(4) information preparation: prepare the relevant information and documents, log book, triage book on the conspicuous, easy to get on the desktop, turn to fill in the page, prepare a special pen. At any time to fill in, in order to facilitate timely record.
(5) plan the daily work and its content. According to the work plan assigned by the supervisor to pay attention to the focus of the day's work.
(B) front desk welcome
(1) Importance: "sincere moment", the patient's first contact with the service personnel, will establish a first impression, which is important to determine the outpatient clinic (hospital) of the image of professional services, but also for the follow-up work to set the tone, and even reduce the patient's price sensitivity, increase Additional consumption, thereby increasing the amount charged per single.
(2) position: standing on the left side of the guide desk, hands folded in front of the abdomen. After the patient enters the door, stand on the right side of the patient.
(3) expression norms: when the patient approached the smile, eyes to meet the customer, take the initiative to nod.
(4) action norms: when the patient enters the clinic, immediately stand up and smile, meet the use of greetings. Standing on the right side of the patient, right hand instructions to the front desk registration. When the patient left to stand up and say "you walk slowly" in the rainy days to take the initiative to go forward to the door to help patients put away the umbrella.
(C) Greeting confirmation
Mainly ask two questions: the first question: "Hello! (Ms.), are you coming for the first time?" Distinguish between first-time and follow-up patients. "May I ask if you have an appointment?"
If it's a first-time patient, say, "Excuse me, may I ask your last name?" "Excuse me, how may I address you?" What is your oral problem?" And note that in the subsequent address "Yes, (ma'am), please wait a moment, I will register for you."
If it is to review or follow-up, say: "You can register directly, please go directly to the x doctor's office, okay?"
(D) the standardization of triage
The receptionist should grasp the daily triage of doctors, to be familiar with which doctors in the treatment, which doctors did not pick up the patient. The first time to guide the first-time patients to register in a timely manner.
(1) to understand the situation: Hello "May I ask what you want to solve the problem of the oral cavity?"
(2) Basic patients are directly triaged to the doctor, the basic program is divided into: treatment, extraction, cleaning, periodontal disease, mouth ulcers.
(3) Special-needs patients are first registered and then distributed to health counselors for oral examination. Such as missing teeth, stumps, dental irregularities and so on.
(4) Recommended doctor: "Okay, according to your situation I now help you arrange the doctor. We × × × × Dr. is very experienced in this area," began to introduce the doctor and specialties.
(5) triage registration: please fill out the information card, I help you to register. I'm not sure if you're going to be able to get a good deal on this. I've already arranged a doctor for you, and you're the first one.
(6) instructions: "x Miss (Ms.), now the doctor is receiving the previous patient, please go to the waiting room, later I will take you there, please ask the patient what to drink, help pouring water to take the newspaper. Go to the coordinating clinic and ask for the approximate waiting time.
(E) Waiting norms
(1) Waiting purpose and norms.
On the one hand, patients in the warm, elegant, comfortable waiting hall, you can feel a kind of spiritual care, relieve the anxious and irritable mood, increase the confidence of curing the disease; on the other hand, you can make full use of the waiting time, to understand the situation, reflecting our professionalism, self-confidence, performance and reliability, to resolve the patient's doubts, to obtain trust; for the doctor to do a good job of personalized diagnosis and treatment plan to provide useful information.
Pay attention to the waiting environment layout, preparation and organization of books, newspapers and audio-visual materials, from time to time to greet the patient, purposeful small talk, to understand the basic information, briefly asked about the history and basic conditions. Appropriate introduction of clinic features to show attention.
(2) Waiting area service norms:
1) Talk to the patient to keep the body at the same level with the patient.
2) According to different ages and genders, help patients choose their favorite magazines or newspapers and hand them to them.
3) Help patients pour water, drinks, tea according to the temperature or patient needs. The water level is poured in 2/3 of the cup, not too full
4) The trademark of the cup is aimed at the patient, and the hand should not touch the mouth of the cup
4) Don't call the patient's name loudly in the waiting area, and walk to the front of the bending down to talk in a low voice.
(F) lead norms
1, lead: walk in front of the patient's left, pay attention to whether the patient to follow. The corner should turn back with gestures for guidance, generally should walk at medium speed, narrow or crowded places should be appropriate to slow down the pace. Walking route to choose the open area by the side of the walk, aisles and corridors should be walking on both sides. If there is a patient approaching, you should turn sideways to yield, smile or greet "hello". Do not approach or overtake fellow patients, and take the initiative to yield when you feel that the patient behind you is traveling faster. When you need to overtake a patient for work purposes, you should politely apologize. In the process of leading, you can further understand the patient, appropriate introduction to the clinic expert features, advanced equipment and service processes.
2, guidance: for the patient to point the way, should be thumb and leaning on the four fingers to expand, warm and polite point to each other, not to use the index finger to guide.
3, payment: payment found that the patient is still confused or some hesitation in the payment, should take the initiative to go forward to explain, "What do you need me to help? , and answer the questions. If the result is not good, you should emphasize, "Let's go and ask the ** doctor to find out, okay?" and take him or her to the first doctor. and at the same time take them to the first doctor.
(7) Handover to the doctor
When the doctor has finished with the previous patient, the next patient is invited to enter the room, the more important information found in the contact with the patient to the first doctor. Walk up to the patient, "Miss (Ms.) X, it's your turn now, please follow me." Lead the patient to the clinic, introduce to the patient, "This is Dr. X", to the doctor, "This is Mr. XX, Ms. XX," and transfer the patient's relevant information to the doctor.
3, reception notes
(1) when the patient service, there are other urgent matters, to say to the patient: "I'm sorry, please wait a moment, I need to ......"
(2) when more than one patient came over at the same time, to say: "This is Mr. XX, Ms. XX" and transfer the relevant information of the patient to the doctor. multiple patients come over at the same time, to say, "Hello, please wait until I have finished answering this young lady (lady) before serving you, okay? Please wait." To other patients to nod in greeting.
(3) when the patient has dissatisfaction, to be patient and appeasement, not to argue with the patient: "x Miss (Ms.) Hello, please forgive us for our poor service", "Sorry, thank you for giving us valuable advice.
(4) to the doctor after the handover of the patient, should immediately return to their posts, timely record of the information just obtained and the next step in what time you need to do the work. Fill out the initial consultation registration form. Waiting for the next patient to come or leave.
(5) receptionist must have a keen observation, macro refers to the maintenance of the entire order; micro refers to the meticulous work of each patient. Initial patients from the clinic out of the clinic, may be prescribed by the diagnosis and treatment of the doctor's disposal of the project to hold the idea: "too expensive, there is a need to open so many single?" These thoughts may cause the patient to leave the clinic (hospital) directly, ignoring the doctor's treatment, and the phenomenon commonly known as "running out of orders" occurs. At this point, the receptionist should do to see the micro-knowledge, timely detection of the first signs of the situation to make remedial measures, the responsibility of the "last barrier", at least should be clear about the reasons for the patients to leave the information feedback to the doctor's office, and strive to make improvements in the future work to reduce the occurrence of similar phenomena.
(6) Another important function of the receptionist is to help maintain a good and smooth diagnosis and treatment order, and make appropriate responses and countermeasures to the abnormal phenomena in the waiting team in a timely manner to maintain a good and harmonious medical environment.
(7) If you find that the doctor does not follow the process and procedures, the receptionist has the duty and responsibility to raise it with the doctor or report it to the management.
(8) In the event that a receptionist is unable to attend to a patient, another receptionist will first assist and then attend to the patient in the normal order.
(9) If the patient does not trust the doctor at the time, the receptionist should respond in time and report to the management for referral.
(10) in the reception in accordance with the work of the program to communicate the implementation of the occasional emergence of topics outside the program is no contradiction, the process and procedure is the main trunk, the topic is the branches and leaves.
4, an excellent receptionist should be observed:
(1) the end of the treatment of the first patient, send the patient away, should naturally ask: "Treatment is over? How do you feel?" (1) The first patient treatment is over, the patient should naturally ask: "How do you feel?", from the aesthetics of the patient to give encouragement, affirmative tone. And the patient feedback information report supervisor.
(2) The patient soon came out of the clinic with a displeased face, ask the patient the reason, timely remedies to reduce the negative impact, to avoid the loss of patients.
(3) After paying the fee to complain about the high cost, emphasize the need for treatment, expert technology, so that the patient's psychological balance, feel value for money. Contact the supervisor in time to report the patient's dissatisfaction.
5, telephone answering skills
Answer the phone, but also to pay attention to the necessary etiquette and certain skills, to avoid misunderstandings in the daily work, the use of the telephone language is very critical, the phone is the patient's first impression of the hospital to establish an important factor;
In our daily lives, we through the phone can also be a rough judgment of the other side of the character, personality. The correct use of the phone is conducive to improving the credibility of the clinic (hospital), shaping the best image, if we use the phone to stand in the position of the patient to put themselves in the patient's shoes, will promote the development of the hospital.
The frequent use of "hello, thank you, please, sorry, please wait" and other polite language.
6, pick up the phone etiquette
When you pick up the phone handset, with a smile (the voice also has expression, like a bright face with a smile) if the tense face, the voice will become cold (you can put a mirror next to the phone). A friendly, gentle voice makes the other person immediately have a favorable impression of us. Make the other person feel valued. When speaking, the voice should not be too loud or too soft. We should all achieve a warm tone, generous and natural, moderate voice volume, clear expression, concise, civilized and polite.
7, answering the phone notes
① Answering the phone can not be too slow or urgent. No matter how bad the mood, how low the mood, a mention of the phone, to first think of a smile and cordial.
② The phone rings 2-3 times when answering (more than 3 times should apologize: "Sorry, let you wait) ring but the principle of three.
③ Develop the left hand to take the microphone, the right hand to prepare the habit of paper and pencil.
④ First greetings - self-reporting ("Hello, - dental", "What do you need") - pay attention to make the mouth and the microphone to maintain a distance of about 4 centimeters. Speak into the microphone.
⑤ Do not answer the phone with gum or other food in your mouth.
⑥ If the person you are looking for is not in the office, do not say anything that seems unrealistic to the other person.
For example, "he's gone to dinner," "he's gone shopping," or "I haven't seen him all day.
⑦ Don't use specialized terms or colloquialisms, dialects, etc. that the other person can't understand.
⑧ Do not have the phone ringing in the treatment room, the patient in the middle of the treatment will also react to the sound of sensitivity, feel the pressure.
8, telephone message process
① the other person to find the person is not in, you should take the initiative to ask the other party whether you want to leave a message or transfer.
② Please leave a message (with the left hand to answer the phone, the right hand side of the pen and paper, easy to record useful information at any time).
③ Write down the message.
④ Verify the accuracy of the message (repeat the content, such as the time, place, and name of the person).
⑤ When a coworker or supervisor doesn't answer the phone (try to round up the conversation without making the other person feel embarrassed or upset).
⑥ When the other party calls and needs poor information or a question that cannot be answered immediately, it is better to hang up the phone first to avoid the other party waiting.
9, what to say after the call
① before hanging up the phone to say "goodbye"
② gently put the microphone - to make sure that the other party has hung up the phone before putting down the microphone habit, especially in the call with the elders must be in the other party to put down the microphone before hanging up, otherwise it will be considered very rude. Otherwise, it will be considered very rude.
10, wrong number how to do
Do not say "you call the wrong" hard to hang up the phone. You should politely inform the other party that you have dialed the wrong number.
11, the phone suddenly interrupted how
In the case of knowing each other's phone numbers, and then reply to each other, explain the reason, do not let people think you intentionally do not answer the phone.
12, answering the phone when the salesman how to do
Let him leave a phone number and contact, please do not directly transfer.
13, being on the phone, the customer came
In principle, you should first entertain the customers, if the content of the call is very important, tell the customer to wait as soon as possible to end the call.
14, answering the phone call speech comparison
× Who are you looking for? √Which one are you looking for?
× What's up? √What can I do for you?
X I've said it all, there is no such person. √I'm sorry, I'll check again, you have other information can prompt me.
XWait a minute, I'll take a call. √Sorry, please wait.
15, the phone needs to pay attention to what
① before making a phone call should think about the main content of the conversation, concise.
② You should first introduce yourself (self-reporting), confirm the receiver and then talk to avoid embarrassment.
③ If you dial the wrong number, be sure to apologize.
16, the phone should choose a good time
Usually a call should not be longer than 3 minutes, that is, the so-called "3 minutes principle.
When you call, you should try to avoid the receiver rest, meal time, and it is best not to disturb each other on holidays.
17, the front desk communication skills
(1) telephone conversation to give each other a good sense of words
Sure thing when good, I know, yes. (Nasal)
Nasal use is, well, that's it! (Nasal)
Nasal use is, well, like this!
Refusal when embarrassed. Really sorry! I'm really sorry...
If you don't mind, if you have a favor to ask...
I'm sorry for the trouble I caused you when I apologized. I don't know how to apologize...
It's okay to be humble. If you say so...
Distinguishing between notes and contents
Introducing yourself correctly at a slower pace than usual without smiling - "Hello!" "Hello!" ( Thank you! ) "Hello! I am xxx, the front desk of xx Dental Center."
When the other party does not identify himself/herself, ask for his/her name formally - "Excuse me, I am sorry, what is your name?"
When transferring a call to someone else, greet them politely and then state your name clearly "Hello! The call has been transferred. This is xxx at the front desk."
When the person you are looking for can answer the phone right away, you should give the person who answers the phone the name of the caller and the request in advance before transferring the call. Please connect to the conference room. - Are you looking for xxx, where are you? - This is □□□□ from ○○○. - I'm from ###### at ######. Thank you! I'll transfer you later. ( Repeat )
If the person you are looking for needs to wait during a call, press the music key to avoid loud noises during the waiting time. - Excuse me, the head of the conference room is on the phone right now, can you hold on for a moment? When you answer in the affirmative - yes, thank you!
When the person you are looking for is on the phone for a long time, don't keep the other person waiting, and take appropriate measures, such as writing down on paper what the other person wants to tell you. - Sorry to keep you waiting. I'm sorry to keep you waiting, but it's taking a while to get to the head of the conference room. Why don't you leave your name and contact information, and the manager will call you back when he's finished? Is that okay?
This is the first time I've ever seen a person on the phone!
The other party to find the person is not in or for other reasons can not be found in the case of a simple explanation of the reasons for the absence of the seat and the convenience of the call time, make a good record should be responsible for the end. You can also transfer to another person or look for other ways to help. Sorry, Manager xxx is not in at the moment. I'll be back around 4:30. If you need to leave a message, I'll be sure to get it to you. (After recording the message) I'll be sure to deliver it for you. This is XXX. Thank you for your time! - Hello, sir! This is Mr. Song from the Yeosu Dental Laboratory. I'd like to talk to you about the mechanic's supplies. - Hello, Director X, this is Mr. XXX. Manager XXX is in charge of mechanic's supplies, but he has a budget meeting at 3:00 a.m. I'm in the same department. I am in the same department, I don't know what I can do to help you.
In the case of transferring to another department, simply understand why the customer is calling, then transfer the phone number of the relevant department and the name of the person in charge, and then change. Before changing the phone should be simple and clear to say the content of the phone, to reduce the caller to repeat the trouble twice. - The person in charge of this matter is xxx from the Material Department. I will now transfer the call for you, and if the line drops during the transfer, you can call ○○○ - ○○○○. Thank you for calling! - (Be sure to brief the person in charge before connecting with the customer. - Thank you! This is XXX. Are you inquiring about a material shipment? ...
(2) image communication
Short time to let the patient have a sense of cordiality, expression determines the first impression of the first patients are very unfamiliar with the clinic, so the reception staff as much as possible in a short period of time to create a sense of cordiality of the atmosphere, the first impression in the meeting of the formation of the 3 to 4 seconds to smile politely, friendly and considerate, dress appropriately, demeanor generous! The first impression is formed within 3 to 4 seconds of meeting, with a smile and polite, kind and considerate, decent dress and behavior.
(3) the effect of smile communication
The effect of regulating feelings, often deliberately smile will also make the mood better.
The role of empathy, not that just laugh at the person in a good mood, to her customers will also be in a good mood.
The effect of health promotion, laughing can make people healthy.
Fresh air effect, for customers who love to laugh in the face of a very headache can add to overcome the vigor.
The effect of feeling good is to improve the performance of the service staff.
(4) Dialog communication
Attitude: Listen to the other side of the conversation with a respectful attitude.
Appearance: Let the other party feel that you are listening to him seriously, keep a smile on your face, and look at the other party with soft eyes.
(5) Points of Dialogue
Ease of Dialogue
Negative tone of voice is replaced by affirmative tone of voice; commanding tone of voice is replaced by persuasive tone of voice.
(6) Types of customer dissatisfaction
Dissatisfaction / whining / complaining / blaming
18, the reasons for customer dissatisfaction
Poor tone of voice
Face / clothing is not clean
Service against the wishes of the customer
Inactive service, delayed
Failure to comply with the agreement made to the customer
The customer is not the only one who is not satisfied with the service. Appointment
A flat refusal and a slow attitude
Wrong and rude attitude
19. Basic psychological needs of customers
Desire to be remembered by the hospital staff and to reduce the feeling of unfamiliarity
Desire to be regarded as an important person and to be valued by other people
Desire to be praised and to be honored
Desire to be welcomed by others.
Desire for comfort
Desire for others to fulfill their reasonable requests
20, 10 guidelines for responding to complaining customers
Listen unconditionally and listen to the end.
Do not have preconceived preconceptions, be objective, do not be sophomoric, do not be emotional.
The highest priority, minimize customer waiting time, and see customer complaints as an opportunity to improve the image of the hospital.
Handle it within the scope of rights and provide appropriate solutions.
Thank the customer.
3 Do's and Don'ts when dealing with disgruntled patients.
Change venue, change time, change person .
21, the response to the dissatisfied customers of the 9 stages
quickly accepted - apologized - - listen - cause analysis - solutions - proposed program - the customer agrees - again apologized - expressed thanks
22, the service prohibited the language:
1. Other customers did not say so
2. I did not say that meaning
3. and you are joking you also take it seriously
4. I do not know, you ask the other people
5. we are like this, there is no other way
6. said with a smile: welcome to come back
7. how you always ask to ask, annoying
8. you still let me say a few times ah, so simple things are screwed up!
9. It's really annoying that you have so much to do
10. What's the hurry? Don't you see that I'm busy
11. I don't know, it's not written on it, look at it yourself
12.