Presentation on theme: "Improving Communication Codes to Advance Customer Service."— Presentation transcript:
Improving Communication Codes to Advance Customer Service
Create Mutually Beneficial Relationships Moment of Truth – Any encounter a customer/patient/co-worker has with you, YOU can make or break the relationship. WE can make a difference!
Moving through Clinic Informed of delays Wait Time Nurse/Assistant Friendly and Courteous Showed Concern Communicates Name
Personal Issues How well staff protects safety Hand washing, wearing gloves Sensitivity to Needs Concern for patient’s privacy Cleanliness of practice
Overall Assessment Staff worked together Likelihood of recommending clinic Degree to which patient was informed of survey
Access to Care Get answer same day/as needed See Provider within 15 minutes
Provider (maybe nurse could make a difference) Explain things in a way the patient could understand Listens carefully to patient Discuss health questions/concerns Knew important medical history Show respect Spend enough time with patient Follow up with lab results
Communication is the process of transferring thoughts, ideas, and feelings from one person to another in commonly understandable ways.
Communication is unavoidable. Communication is irreversible. The only way you can be sure your message has been received is through feedback. The most important message is the message that’s received. First Impression is made in first 7 seconds!
Communicates an idea Triangle of Meaning Communicator Sender/Receiver Symbol Referent
Simple Words – easy to follow Do not be too vague; Give enough details Avoid medical Jargon/Slang without explaining the terminology Patient should be able to paraphrase Avoid referring to a patient as a “condition” Remember, patients can hear comments from inside the exam room Avoid misunderstandings
Tell patient WHAT you are doing before acting Eliminates the surprise/shock factor Self Pay patients should be informed of procedure cost BEFORE administering. Gain their permission. Avoid Filler Statements ums/uhs/stuff/things/you know/like Makes you appear unorganized, confused, uninformed, unintelligent
Poor Articulation/Pronunciation Hard to understand - mumbling – lazy speakers Too Fast Monotone quality Sounds apathetic/wrote memorization going through the motions Variety + Sounds interested, happy, empathetic & sincere pitch, rate, volume, range, rhythm Fluent – sounds intelligent/knowledgeable
Face & Eyes #1 Communicating Tool Expressions – empathy Smile or Concern Incredibly Friendly Sincere Direct Eye Contact – RESPECT
Body & Appearance Well groomed & clean Professional uniform Positive Posture No distracting body art or piercings Stay on task Cell phone put away – only use during breaks/lunch Patient ALWAYS first
What impacts personal bubbles??? Proxemics – personal distance Professional distance 4 feet to 12 feet When closer, depending on task, may need a witness in room Tactilics – touching behaviors Tell what you are doing – ask permission Read their nonverbal cues
Chronemics-study of time usage Perception that we Value time of otherstime Communicate with PSS on time More impressive if YOU inform patient in waiting room of status Be observant of patients willingness to wait Keep patient informed of wait; do not leave them for long periods of time in the waiting room without face to face contact
Good Morning/Afternoon Welcome to TTP My name is ______________ (tell them where you are going…) Do not walk off and leave them behind Engage conversation as walking
FYI in case someone asks…. “Our Patient Handbook is posted on our website and it gives you important information about our clinic and your Rights and Responsibilities. This card shows you how to access the handbook on our website. If you do not have access to the internet, you may pick up a handbook at the Information Desk located at the main entrance of the Health Sciences Center or the Medical Pavilion.”
“Mr/Ms _______you may be chosen at random to receive a survey in the mail regarding your overall experience during today’s visit and we would really appreciate it if you would complete the survey and return it. Our goal is to be one of the best facilities in the country so in order to do that we must receive the highest scores on everything! If you do not think we gave you the best service you could possibly receive, please let us know today what we can do to earn those top marks.”
“Mr/Ms _______our goal is to be one of the best facilities in the country so in order to do that we must receive the highest scores on everything! If you do not think we gave you the best service you could possibly receive, please let me know today what I can do to earn those top marks.”
“Our Patient Services Department is seeking feedback from patients like YOU on how we can better serve YOU. If you have time today, drop by their office in the Medical Pavilion near the Information Desk or just give them a call.” Office 1010A 743 – 2669