THE CORRECT IMAGE
- It is important to look good
- To have confidence and build on it
- To have a professional attitude and how to develop it.
- Abiding by your companies policies and guidelines.
- To work as part of a team.
THE RECEPTION AREA
- First impressions at the desk and on the telephone are vital.
- Organisational tips – paperwork, files and desks – are they tidy?
- How does the reception area look from the other side – how do you think the patient/customer sees it? Does it look tidy.
- Ensure that ALL patient information is not on view. (confidentiality)
- Always appear to be calm (even if you feel you are not!!!!)
- Make your reception area safe make sure there are no handbags left lying around for someone to trip over – look out for other items left lying around (boxes cables etc).
- Are there toys left on the reception/waiting area floor, magazines for someone to slip on.
- A good Receptionist will always take pride in her reception area.
COMMUNICATION AND PEOPLE SKILLS
- Always use clear communication.
- Learn the art of asking the right questions.
- What you say and how you say it.
- Words that work.
- How to avoid being misunderstood.
- Ask the patient/customer if they are happy with what you have just told them.
- The “smile” factor.
- Having a positive approach
DIFFICULT CUSTOMERS AND SITUATIONS
- Know how to handle a difficult situation.
- Feel confident in what/who you are dealing with.
- Identify the problem. Get to the right solution.
- Anticipating problems before they happen.
- Defusing a situation
- Remember everyone is different
- Lack of listening can prove to be damaging.
- Use eye contact whenever possible.
- Be alert! at ALL times
- Know your practice policy if someone wants to make a complaint. Make sure you know where the complaints forms are kept.
KNOW HOW TO AVOID THOSE TRAPS
- How to deal with the busiest times of day ie first thing / lunchtime
- Rota staff to accommodate your busiest times.
- Ensure you have backup when staff are on holidays or sick.
- Ensure that there is always someone allocated to answering the telephone
- Ensure that there is always someone on the front desk
- Ensure that ALL staff has appropriate training
- Ensure that you have policies/procedure if your computer system should go down.
A good Service is only whatever the patient/customer thinks it is.