Front desk work standards and core speeches

Tidy up the mood → Greet the patient → Prepare for action (smiling at the front) → Greet the patient → Ask about the first follow-up visit → Help to register → Divide the doctor → Guide the patient to rest in the waiting area → Bring a magazine to get water → Inform the health consultant or doctor in the consulting room → Lead 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 reception at the front desk

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

(1) mental preparation: be full of energy and welcome a new day with 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) Inspection and preparation: whether the work area is clean and tidy, keep the work area clean and orderly, and ensure and verify various performances and working conditions. 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. Can be filled in at any time, convenient and timely record.

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

(2) Welcome at the front desk

(1) Meaning: At the "sincere moment", patients will establish the first impression when they first contact the service personnel, which plays an important role in determining the professional service image of the outpatient service (hospital), setting the tone for the follow-up work, even reducing the price sensitivity of patients and increasing the extra consumption, thus increasing the charge per order.

(2) Position: 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 patient's right.

(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 uses greetings. 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 collect the umbrella.

(3) Greeting confirmation

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

If it is the first time to see a doctor, say, "Excuse me, may I have your name?" "Excuse me, what's your name?" What happened to your mouth? "And pay attention to the address below." Ok, (madam), just a moment, please. I'll check you in.

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

(4) Diversion specification

Reception staff should master the daily doctor triage, and be familiar with which doctors are accepting patients and which doctors are not accepting patients. Timely guide the registration of newly diagnosed patients who come to see a doctor.

(1) Know 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 should be 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. "Begin to introduce doctors and specialists.

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

(6) Charge: "Miss X (Ms.), now the doctor is receiving the previous patient. Please go to the waiting room. I will take you there later, 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 processing specifications

(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, you can make full use of the waiting time, understand the situation, show your professionalism and 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) Talk to the patient's body at the same level as the patient.

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 the temperature or the needs of patients. Don't be too full when the water level drops to 2/3 of the cup.

4) The trademark of the cup should be aimed at the patient, and hands should not touch the cup mouth.

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) Leading norms

1, leader: 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, be polite, smile or say "hello". Patients who are not close to or surpass their peers should take the initiative to avoid when they feel 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 of outpatient experts, advanced equipment and service processes.

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

3. Payment: If you find that patients are still confused or hesitant when paying, 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, it is necessary to emphasize "let Dr. * * know about it, ok?" Meanwhile, take him to the first doctor.

(7) handed over to a 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: "Excuse me, please wait a moment, I need ..."

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

(3) When patients are dissatisfied, be patient and don't argue with them: "Hello, Miss, please forgive our poor service" 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 record the information just obtained and the work to be done next. Fill in the first visit registration form. Wait for the next patient to come or go.

(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 think about the disposal items prescribed by the doctor: "It's too expensive, is it necessary to write so many bills?" These ideas will lead patients to leave the clinic (hospital) directly, ignoring the doctor's treatment, and the so-called "running orders" phenomenon will appear. At this point, the receptionist should be aware of the situation, find the 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 strive for improvement in future work and 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, make appropriate responses and countermeasures to abnormal phenomena in the waiting team in time, and maintain a good and harmonious medical environment.

(7) If the doctor is found not to be consulted according to the flow and procedure, the receptionist has the obligation and responsibility to ask the doctor or report to the management.

(8) In case a receptionist cannot receive consultation, another receptionist will help her receive consultation first, and then receive consultation in normal order.

(9) If the patient has words of distrust to 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 topic is branches and leaves.

4. An excellent receptionist should observe:

(1) When the newly diagnosed patients finish the treatment, it is natural to 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 came out of the clinic quickly and looked unhappy. Ask the patient the reason, remedy it in time, 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, you 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, answering the phone etiquette

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 get 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 you speak, your 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 it comes to the phone, the first thing that comes to mind is a smile and kindness.

Answer the phone if it rings 2-3 times (apologize if it rings more than 3 times: "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-introduce 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. It is beyond the understanding of the other party.

Don't call at the clinic. During the treatment, patients will be sensitive to sound and feel stressed.

8, telephone message process

(1) If 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.

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

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

6. When the other party calls and needs poor information or questions that can't be answered immediately, it's best to hang up first to avoid the other party waiting.

9. What did you say after the phone call?

Say goodbye before you hang up.

(2) put down the phone gently-get into the habit of making sure that the other party has hung up before putting down the phone, especially when talking to 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 just say "you have the wrong number" and hang up abruptly. You should politely tell the other party that you dialed the wrong number.

1 1. What if the phone is suddenly interrupted?

After knowing 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 directly.

13, while on the phone, the customer came.

In principle, customers who come in 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 calling?

(1) Before making a phone call, think about the main content of the conversation and be concise.

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

If you have the wrong number, you must apologize.

16, call at the right time.

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

Try to avoid the rest and meal time of the receiver when making a phone call, 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 phone.

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'm sorry for the trouble 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 intentional 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. "

When the other party doesn't identify himself, formally ask the other party's name-"Excuse me (sorry)" and "What's your name?"

When giving the phone to others, after greeting politely, clearly indicate your name "Hello! The call has been transferred. I am the front desk xxx! "

The person you are looking for should state the name and requirements of the caller in advance before transferring the call when you can answer it immediately. -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 put you through. (repeat)

When the person you are looking for needs to wait on the phone, press the music button to avoid letting the other person hear the noisy sound during the waiting time. Sorry, the director of the negotiation room is on the phone. Can you wait a moment? When your answer is 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 what the other party wants to say on paper. Sorry to have kept you waiting. The length of the dialogue is a bit long. Can you wait a moment? Otherwise, please leave your name and contact information, and the person in charge of the room will call you back after the call. Are you ok? Ok, thank you!

If the person you are looking for is not in or cannot be found for other reasons, simply explain the reason for his absence and the convenient time for talking, and then 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. I'll definitely send it to you (after the message is recorded). I.' 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 phone number of the relevant department and the name of the person in charge, and then change. Before changing your mobile phone, you should simply and clearly say the contents of the phone, so as to reduce the trouble for callers to repeat it twice. The person in charge of this matter is xxx from 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. The first-time patient is unfamiliar with the clinic, so the receptionist should create an intimate atmosphere as soon as possible, and the first impression should be formed within 3 to 4 seconds of meeting. Smile politely, be kind and considerate, dress appropriately and behave generously.

(3) The effect of smiling communication

The role 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 effect of improving health, laughter can make people healthy.

When smiling customers encounter a very headache, the cool breeze effect can be overcome by increasing vitality.

Good impression effect can improve performance, and the smile of service personnel can improve performance.

(4) Dialogue and communication

Attitude: Listen respectfully to what the other person is saying during the conversation.

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

(5) Key points of the dialogue

Moderate dialogue method

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

(6) Types of customer dissatisfaction

Dissatisfaction/complaint/complaint/accusation

18, reasons for customer dissatisfaction

Bad mood

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, snub 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.

Don't have preconceived ideas, look at it objectively, don't quibble, don't be emotional.

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

Handle within the scope of authority and provide appropriate solutions.

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 come 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. Find it 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?