Front desk work standards and core speeches

1 reception procedures at the front desk

Tidy up the mood → greet the patient → prepare for action (with a smile on the front) → greet the patient → ask about the first follow-up visit → help to register → triage the doctor → guide the patient to rest in the waiting area → bring a magazine to drink water → inform the health consultant or consulting room doctor → guide the patient to the consulting room in the waiting area → return to the front desk to prepare for reception → stand up when the patient leaves → smile → use greetings.

2, the front desk reception service specification

① Prepare for the reception at the front desk.

The five basic spirits of etiquette are expression, greeting, tone, communication and reception, business image, appearance and clothing.

(1) Psychological preparation: Welcome a new day with full spirit and vigor.

(2) Action preparation: check yourself against the code of conduct, wear uniform work clothes, be neat and orderly, wear famous brands, have neat hair, be full of enthusiasm, smile and stand in a standardized manner.

(3) Check preparation: whether the work area is clean and tidy, keep the work area clean and orderly, and ensure and verify the performance and working status of each project. And turn on the audio-visual and air-conditioning equipment in the consultation area as needed.

(4) Data preparation: prepare relevant data and documents, logs, triage books, etc. On the conspicuous and accessible desktop, turn to the filling page and prepare a special pen. You can fill it in at any time to facilitate timely recording.

(5) Plan the daily work and its contents. Pay attention to the work priorities of the day according to the work plan assigned by the supervisor.

Welcome at the front desk

(1) Meaning: In the "sincere moment", the patient will establish the first impression when he first contacts the service personnel, which plays an important role in determining the professional service image of the outpatient department (hospital), lays the foundation for the follow-up work, and even reduces the patient's price sensitivity and increases the extra consumption, thus increasing the charge per order.

(2) Posture: Stand on the left side of the guide table and put your hands in front of your abdomen. After the patient enters the door, stand on the right side of the patient.

(3) Expression specification: When the patient approaches, he smiles, greets the customer with his eyes and nods actively.

(4) Action standard: When the patient enters the consultation room, he immediately stands up, smiles and greets. Stand on the right side of the patient and signal the registration to the front desk with your right hand. When the patient leaves, he should stand up and say "Walk slowly". When it rains, he will take the initiative to go to the door to help the patient put away his umbrella.

③ Greeting confirmation

I mainly ask two questions: the first question: "Hello! (Madam), is this your first visit? " Distinguish between newly diagnosed and re-diagnosed patients. "Do you have an appointment?"

If it is the first time to see a doctor, you can say, "Excuse me, may I have your name?" "What is your name, please?" What happened to your mouth? And pay attention to the following address "OK (madam), please wait a moment, and I will help you register".

If you are here for review or follow-up, just say, "You can register directly. Would you please go directly to Dr. X's office? "

(4) Diversion specification

The receptionist should master the daily doctor triage, and be familiar with which doctors are treating and which doctors are not receiving patients. Timely guide the newly diagnosed patients who come to see a doctor to register for treatment.

(1) Understand the situation: Hello, "What kind of oral problems do you want to solve?"

(2) The basic patients are directly referred to doctors, and the basic items are divided into: treatment, tooth extraction, tooth cleaning, periodontal disease and oral ulcer.

(3) Patients with special needs are registered first, and then assigned to health consultants for oral examination. Such as missing teeth, residual roots and uneven dentition.

(4) recommend a doctor: "ok, I will arrange a doctor for you according to your situation. Our doctor XXX is very experienced in this field "and began to introduce doctors and specialties.

(5) triage registration: Please fill in the information card and I will help you register. So I can arrange a doctor for you. I've arranged a doctor for you. You're X ..

(6) Charge: "Miss X (Ms.), now the doctor is seeing the previous patient. Please go to the waiting room and I'll take you there later. I will ask the patient what to drink and help him get water and newspaper. Go to the coordination office and ask about the waiting time.

⑤ Waiting for treatment specification

(1) Waiting purpose and description.

On the one hand, patients can feel a kind of spiritual care in the warm, elegant and comfortable waiting hall, relieve anxiety and increase their confidence in curing diseases; On the other hand, we can make full use of the waiting time, understand the situation, show our professionalism, self-confidence, show reliability, resolve patients' doubts and gain trust; It provides useful information for doctors to make personalized diagnosis and treatment plans.

Pay attention to the layout of the waiting environment, prepare and sort out audio-visual materials of books and newspapers, greet patients from time to time, chat purposefully, learn basic information, and simply ask about the medical history and basic situation. Introduce the characteristics of outpatient service appropriately to show concern.

(2) Service specification of waiting area:

1) is at the same level as the patient's body.

2) Help patients choose their favorite magazines or newspapers according to different ages and genders.

3) Help patients pour water, drinks and tea according to their body temperature or patients' needs. When the water level drops to 2/3 of the cup, the water level should not be too full.

4) The trademark of the cup is aimed at the patient, and the hand shall not touch the mouth of the cup.

4) Don't shout the patient's name in the waiting area. Go to the front, bend down and speak in a low voice.

[6] Dominant norms

1, ahead: walk in front of the patient's left, and always pay attention to whether the patient keeps up. Turn around at the corner and use gestures to guide, generally walk at a medium speed, and slow down in a narrow or crowded place. The walking route is to walk by the side in the open area, and the corridor should be on both sides. If the patient comes face to face, he should be polite, smile or say hello. Patients who are not close to or surpass their peers should take the initiative to avoid when they think that the patients who come later are faster. You should apologize politely when you surpass the patient because of work needs. In the process of guidance, we can learn more about patients and introduce the characteristics, advanced equipment and service process of outpatient experts.

2. Guidance: When guiding the patient, open the thumb with four fingers, and point to each other warmly and politely, instead of using the index finger to guide.

3. Payment: If you find that the patient is still confused or hesitant when paying the fee, you should take the initiative to explain: "Do you have any questions that I can help you with?" , and answer the questions. If the effect is not great, we should emphasize "Let's ask Dr. * * to find out the answer, shall we?" Meanwhile, take him to the first doctor.

Once handed over to the doctor.

After the doctor has treated the last patient, please ask the next patient to pass on the more important information found in the contact with the patient to the first doctor. Go to the patient and say, "Miss X, it's your turn to see a doctor. Please come with me. " Take the patient to the consulting room, tell the patient "this is Dr. X", tell the doctor "this is Mr. XX and Ms. XX", and give the relevant medical information of the patient to the doctor.

3. Precautions for reception at the front desk

(1) When serving patients, there are other urgent things to say to patients: "Sorry, please wait a moment, I need ..."

(2) When multiple patients come at the same time, they should say, "Hello, please wait for me to answer this lady before serving you." ? A moment, please. "Nod to greet other patients.

(3) When patients are dissatisfied, they should be patient and not argue with them: "Hello, Miss, please forgive our poor service quality" and "Sorry, thank you for your valuable advice".

(4) After the patient is handed over to the doctor, he should immediately return to his post, and timely record the information just obtained and the work to be done next. Fill in the first visit registration form. Waiting for the next patient to come or leave.

(5) The receptionist must have keen observation, which refers to the maintenance of the whole medical order; Microscopically, it refers to the meticulous work of each patient. After the first-time patient comes out of the clinic, he may have an idea about the disposal project prescribed by the doctor: "It's too expensive, is it necessary to write so many bills?" These ideas will lead patients to leave the outpatient clinic (hospital) directly, ignoring the doctor's treatment, and the so-called "running orders" phenomenon will occur. At this point, the receptionist should be aware of this situation, find signs in time, take remedial measures according to the situation, and assume the responsibility of "the last checkpoint". At least, she should find out the reason why the patient left and feed back the information to the doctor, so as to make efforts to improve in the future work and reduce the occurrence of similar phenomena.

(6) Another important function of the receptionist is to help maintain a good and smooth medical order, make appropriate responses and countermeasures to abnormal phenomena in the waiting team in time, and maintain a good and harmonious medical environment.

(7) If it is found that the doctor did not receive consultation according to the flow and procedure, the receptionist has the obligation and responsibility to ask the doctor or report to the management.

(8) If one receptionist is unable to receive the consultation, another receptionist will help her to receive the consultation first, and then receive the consultation in the normal order.

(9) If the patient does not trust the doctor who was admitted at that time, the admissions staff should respond in time and report to the management for referral.

(10) During the reception, communicate according to the working procedures. Topics outside the program are occasionally not contradictory. Processes and procedures are the backbone and the theme is branches and leaves.

4. An excellent receptionist should observe:

(1) When the newly diagnosed patients finish the treatment, they should naturally ask, "Is the treatment over?" How do you feel? "From an aesthetic point of view, patients should be encouraged and affirmed. And report the patient's feedback information to the supervisor.

(2) The patient comes out of the clinic quickly and looks unhappy. Ask the patient the reason and take remedial measures in time to reduce the negative impact and avoid the loss of the patient.

(3) If the legal fees are high after payment, emphasize the necessity of treatment and the skills of experts, so that patients can have a psychological balance and feel value for money. Contact the supervisor in time and report the patient's dissatisfaction.

5, telephone answering skills

When answering the phone, we should also pay attention to the necessary etiquette and certain skills to avoid misunderstanding. In daily work, it is very important to use the language of telephone, and telephone is an important factor for patients to establish their first impression of the hospital.

In daily life, we can also roughly judge each other's character and character by telephone. The correct use of telephone is conducive to improving the reputation of outpatient department (hospital) and shaping the best image. If we can put ourselves in the patient's shoes when using the telephone, it will promote the development of the hospital.

Polite expressions such as "hello, thank you, please, sorry, please wait a moment" are often used.

6. Etiquette for answering the phone

Smile when you pick up the receiver (the voice is also expressive, just like a bright face with a smile). If you keep a straight face, your voice will become cold (you can put a mirror next to your mobile phone). A kind and gentle voice will make the other person feel good about us immediately. Let the other person feel valued. When speaking, the voice should not be too loud or too small. We should all be enthusiastic, generous and natural, moderate in voice, clear in expression and concise and polite.

7. Precautions for answering the phone

Don't answer the phone too slowly or in a hurry. No matter how bad or depressed you are, when talking about the phone, you should first think of smiles and kindness.

Answer the phone when the phone rings 2-3 times (after more than 3 times, you should apologize: "Sorry to keep you waiting").

③ Get into the habit of holding a microphone in your left hand and preparing a pen and paper in your right hand.

(4) Say hello first-announce yourself ("Hello,-dentist", "What can I do for you")-pay attention to keep the distance between your mouth and the microphone about 4 cm. Speak into the microphone.

Don't put chewing gum or other food in your mouth when you answer the phone.

If the person the other party is looking for is not in the office, don't say anything that seems unrealistic to the other party.

For example, "He went to eat", "He went shopping" and "I haven't seen him all day".

⑦ Don't use technical terms or slang, dialects, etc. Let the other side can't understand.

Don't call at the clinic. Patients will be sensitive to sound and feel stressed during treatment.

8, telephone message process

(1) When the other party is not looking, you should take the initiative to ask the other party whether to leave a message or tell him.

(2) Ask the other party to leave a message (answer the phone with your left hand, prepare a pen and paper with your right hand, and record useful information at any time).

③ Write down a message.

Verify the accuracy of the message (repeated content, such as time, place, name of the other party).

⑤ When a colleague or boss doesn't answer the phone (try to ease the atmosphere and don't make the other person feel embarrassed and uneasy).

6. When the other party calls and needs bad information or questions that can't be answered immediately, it's best to hang up first, so as not to let the other party wait.

9. What did you say after the call?

Say goodbye before you hang up.

(2) put down the phone gently-get into the habit of confirming that the other party has hung up before putting down the phone, especially when talking with elders, be sure to hang up after the other party puts down the phone, otherwise it will be considered impolite.

10, what if the number is wrong?

Don't say "you have the wrong number" and suddenly hang up. You should tell the other person politely that you dialed the wrong number.

1 1. What if the phone is suddenly interrupted?

When you know the phone number of the other party, reply to the other party and explain the reason. Don't give the impression that you didn't answer the phone on purpose.

12. What should I do if I meet a salesman when I answer the phone?

Ask him to leave his phone number and contact person, please don't transfer money directly.

13 While on the phone, the customer came.

In principle, new customers should be entertained first. If the call is very important, tell the customer to end the call as soon as possible.

14, Comparison of telephone conversation skills

Who are you looking for? Who are you looking for?

what can I do for you? Can I help you?

I told you, there is no such person. Sorry, let me check again. Do you have any other information to remind me?

Wait a minute, I'll take this call. Sorry, just a moment, please.

15. What should I pay attention to when making a phone call?

(1) Before making a phone call, you should think about the main content of the conversation and keep it concise.

(2) Introduce yourself (sign up) first, and then talk after confirming the recipient to avoid embarrassment.

If you dial the wrong number, you must apologize.

16, you should choose the right time to call.

Usually, the call time should not exceed 3 minutes, which is the so-called "3-minute principle".

When making a phone call, try to avoid the rest and meal time of the receiver, and it is best not to disturb the other party on holidays.

17, speech skills of front desk communication

(1) Make a good impression on the other party when calling.

I see, everything is fine. (nasal)

The usage of nasal cavity is, ok, that's it! Ok, I see. .

I'm sorry when I said no. I'm really sorry! I'm really sorry. ...

If you don't mind ...

I apologize for the trouble I caused when I apologized. I don't know how to apologize ...

When you show humility, you are welcome. If you say so. ...

Distinguish the contents of meaning items.

When you identify yourself, introduce your name correctly at a slower speed than usual, and don't laugh-"Hello!" (thank you! ) "hello! I am the oral receptionist of xxX and xX. "

Under the condition that the other party did not explain his identity, he formally asked the other party's name-"Excuse me (sorry)" and "What's your name?"

When you give your mobile phone to someone else, after a polite greeting, clearly indicate your name "Hello! The call has been transferred. I am the front desk xxx! "

When you can answer the phone immediately, the person you are looking for should state the name and requirements of the caller in advance before transferring the call. -Hello! Please connect me with the negotiation room. Are you looking for xxx? Where are you, please? I 'm??. -Yes, thank you. Just a moment, please. I'll transfer you. (repeat)

When the person you are looking for needs to wait on the phone, please press the music button to avoid letting the other person hear the noisy sound during the waiting. Sorry, the director of the negotiation room is on the phone. Can you wait a moment? When you answer yes-OK, thank you!

When the person the other party is looking for is on the phone for a long time, don't keep the other party waiting for too long, and take corresponding measures, such as writing down what the other party wants to tell on paper. Sorry to have kept you waiting. The length of the dialogue is a bit long. Would you please wait a moment? Otherwise, please leave your name and contact information, and the room manager will call you back after the call. Are you ok? Ok, thank you!

If the person you are looking for is not available or cannot be found for other reasons, please briefly explain the reasons for his absence and the convenient time for talking, and deal with it after making a record. You can also transfer others or find other ways to help. Sorry, manager xxx is not in right now. I'll be back around 4: 30. If you need to leave a message, I'll give it to you. (After recording the message) I will definitely send it to you. One. M. Thank you.-Hello! I'm Song, director of the technician office. I'd like to discuss the mechanic's article with you. Hello, Director X, this is xxx. Manager xxx is in charge of machinery supply, but he has a budget meeting at 3 o'clock. I am in the same department. I wonder what I can do for you.

In the case of transferring other subordinates, simply understand the reason for the customer's call, then convey the telephone number of the relevant department and the name of the person in charge, and then make changes. Before changing the phone, you should say the contents of the phone simply and clearly, so as to reduce the trouble for callers to repeat it twice. The person in charge of this matter is xxx in ministry of materials and equipment. I'll transfer you now. If you are disconnected during transmission, you can dial ○-○. Thanks for calling! Please be sure to brief the person in charge before contacting the customer. Thank you! This is xxx. Are you contacting about the delivery of materials? … …

② Image communication

Let the patient feel intimate in a short time, and the first impression is determined by the expression. First-time patients are unfamiliar with outpatient service, so the receptionist should create an intimate atmosphere as soon as possible, and the first impression should be formed within 3 to 4 seconds after meeting. Smile politely, be kind and considerate, dress appropriately and behave generously.

(3) The effect of smiling communication

The effect of regulating feelings, often deliberately laughing will also make the mood better.

The role of empathy does not mean that the person who just laughs is in a good mood, and her customers will be in a good mood.

The function of improving health, laughter can make people healthy.

When smiling customers encounter a very headache, the cool breeze effect can increase their vitality.

Favorable effect, improve performance, service personnel's smile can improve performance.

④ Dialogue and communication

Attitude: During the conversation, listen to what the other person says with respect.

Expression: Let the other person feel that you are listening to him carefully, keep smiling and look at the other person with soft eyes.

The main points of the dialogue.

Moderate dialogue method

Negative tone is replaced by positive tone; The imperative tone was replaced by the persuasive tone.

（6）

Dissatisfaction/complaint/complaint/accusation

18, reasons for customer dissatisfaction

Bad tone

An untidy face/dress

Services against customers' wishes

The service is not active, which delays time.

Failure to comply with the agreement with the customer

A refusal, snubbing attitude

A wrong and rude attitude

19, the basic psychological needs of customers

I am eager for hospital staff to remember themselves and reduce strangeness.

Desire to be regarded as an important person and valued by others.

Eager for praise and respect

Eager for popularity

Longing for comfort

Longing for others to meet their reasonable requirements.

20, 10 guidelines for handling customer complaints

Listen unconditionally until the end.

Don't have preconceived ideas, treat them objectively, don't be picky, and don't be emotional.

Give priority to handling, shorten the waiting time of customers as much as possible, and regard customer complaints as an opportunity to enhance the image of the hospital.

Handle and provide appropriate solutions within the scope of rights.

Express gratitude to customers.

Three points for attention when dealing with dissatisfied patients.

Change venue, change time, change people.

2 1, 9 stages of dealing with dissatisfied customers

Accept quickly-apologize-listen-cause analysis-solution-propose solution-customer agree-apologize again-express gratitude.

22. Languages prohibited in the service:

1. Other customers didn't say that either.

You heard me wrong. I didn't say that.

3. Are you serious when joking with you?

I don't know. Ask someone else.

That's what we do. There's no other way.

6. Smile and say: Welcome to visit again.

7. Why do you always ask questions? Are you tired?

8. How many times do you want me to say it? I can't figure out such a simple thing.

9. Very annoying. You are the only one who has a lot to do.

10. What's the hurry? Can't you see I'm busy?

1 1. I don't know, it's all written on it. See for yourself.

12. No expert number. what can I do?

13. I want you to arrive at 8 o'clock. Why didn't you come? What time do you think it is?