1. From Telephones to Front Desk Patient Management

2. What is the most important role in your practice? PATIENTS Without patients we do not have a Practice to run!

3. We’ve all had these days…

4. What can I do to ensure the smooth running of a hectic time?  Aim to be two steps ahead whether in Surgery IRC or Front Desk  Have everything prepared the day before as if the least experience team member will have to do the role  Work as a TEAM - COMMUNICATE  Remain POZitive

5. Patient Expectations Every patient is different with different expectations…. HOW CAN I MEET THEM ALL? Control the one thing we have control over…. OUR ATTITUDE…

6. Fish Philosophy

7. Telephones….  When a patient calls your practice you can win them over just with your greeting  Before you pick up any phone SMILE  LISTEN and understand what the patient is asking  INFORM patient as to what will be expected  DOCUMENT any relivent information into their patient history

8. Building Patient Trust “Trust is like a vase. Once it's broken, though you can fix it the vase will never be same again.”

9. Tips It is OK to be wrong, just own up to it and make corrections. Admitting you are wrong builds trust. Define what trust looks like. Keep this list handy so that when you are in a sticky situation you have a trust list. Do what you say—always! If you find this hard to do then do not commit to anything unless you know 100% that you can. Don’t lie ever, and if you do, correct the situation. Don’t gossip. Always remember when you gossip you destroy trust. Be open and honest regarding the details of a situation. All too often it becomes easy to embellish upon a situation. Remember the truth will come out eventually—and embellishment hurts your trust factor. If you do not have the answer just say so. You cannot know everything. Answer, “I do not know right now, however I will find out for you,” and then do it. - See more at: http://www.lsc-group.com/dont-break-the- vase/#sthash.ZN7v7KHx.dpuf

10. GREATING A PATIENT: Its not what you say its how you say it….

11. The positive way..  Use the FISH Philosophy  Welcome your patient in an open and positive way  Focus your attention to their needs  Inform them of what to expect today  Comfort their anxiety

12. DEALING WITH DIFFICULT PATIENTS:  Listen without interruption  Apologise for the event or occurrence without admitting fault  Ensure the patient you will review and action the event  Follow up

13. CHOOSE YOUR ATTITUDE  When you wake up and go to work it is you that chooses how to see the world  Pitty parties are so 2000’s  Gossiping can loose the trust of patients and co workers  Communicate well  Treat everyone as you would want to be treated  Have fun