27th October to 28th October 2015 - Nephro Uro and Infertility Hospital - NU Hospitals

Communication and Leadership training workshop held on 27th October to 28th October 2015

About Patient Care

Patients commonly suffer from high level of stress not only from illness or injury but also from the levels of service received from hospital employees and administrative team. Issues such as patient check-in, billing and even the ability to navigate often confuse hospital floor can quickly turn a hospital stay into a negative experience. Patients and their visitors depend on hospital employees to go the extra mile to provide customer service that takes into account the intimidation they feel simply visiting a hospital.

It is important that everyone achieves excellent individual and team work. Internal team-building is crucial for the smooth flow of operations. When employees from different departments of a hospital come together and work with professionalism, it allows for a better work culture and an opportunity to develop personally and professionally.

So everyone should provide exceptional customer service for all patients and visitors,

We should make patient and attainders feel comfortable during hospital stay, enhance communications & listening skills about their problem, acknowledge customer concerns, be proactive rather than reactive, Show empathy, Practice and learn to deal with difficult patients, Work effectively with other team members to enhance effectiveness and work culture, Improve professionalism, improve deportment and personal grooming.

The elements of Communications are and lots of research has concluded percentage on below elements as

  • Words – 7 %
  • Tone – 33.3 %
  • Body Language – 59.7%

The Essentials of Communications are

  • Confidence
  • Clear/Clarity
  • Concise
  • Conviction
  • Enthusiasm

Attitude, Reaction & Behavior

  • Take Ownership with a positive “Can do” attitude
  • Avoid behavior that could escalate situations
  • Stay calm under pressure & handle criticism positively
  • Take the positives, not the negatives form difficult situations
  • Present bad news in a positive manner
  • Maintain a positive mindset after a negative encounter
  • Reduce stress by controlling reactions and emotions

Front Office and Patient care team should always think that our customer form an impression about our hospital when they walk through the door and are greeted by the front desk personnel or when the staff answers the telephone. Their level of professionalism represents the hospital brand. To properly reflect the hospital brand they must represent the hospital through their appearance, behavior, attitude, and business manner and communication skills. No matter how busy the reception area is in the hospital, you count on the receptionists to always project a professional image and make a great first impression on everyone they encounter

A Leadership qualities are :

  • Initiative and decision making
  • Honesty
  • Ability to delegate
  • Communication
  • Confidence
  • Commitments
  • Positive attitude
  • Creativity
  • Intuition
  • Ability to inspire
  • Different from other

Finally educated on Perfect Personal Deportment and Hygiene & Grooming which help others to judge about you.

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