First Impressions
How many seconds does it typically take for patients to form a first impression.
What is 7 seconds?
This skill means allowing the patient to fully speak before responding.
What is active listening?
Complete the SBL greeting: "Thank you for calling..."
SBL [location], this is [name] speaking, how may I help you?"
What tool is used for service recovery.
What is the HEART tool?
What tone of voice should you use with upset patients.
What is calm and professional?
Name 3 things patients notice immediately when they meet you.
What are facial expressions, tone, and body language?
What should you do if a patient begins rambling off-topic.
What is respectfully redirect the conversation?
Before addressing patient needs, what information should you confirm first.
What is patient identity (Full name and Date of Birth)?
What type of apology avoids blaming others.
What is a blameless apology?
Name 2 situations when you should escalate to leadership or security.
What are threats, aggressive behavior, safety concerns, or repeated escalations?
What kind of body language can make patients feel unwelcome or closed off.
What is crossed arms, lack of eye contact, or distracted posture?
What 3 emotional cues might a patient display.
What is anger, sadness, and confusion?
What is transferring a patient without giving coworkers important information first.
What is blind transfer?
In the HEART tool, what does the "E" stand for.
What is Empathize?
True or False: Patients only judge employees based on what they say.
What is False?
While on the phone with a patient what should be doing the entire time?
What is saying the steps you are taking out loud?
When a patient appears confused, this is the best first response before giving instructions.
What is acknowledging the emotion with empathy? (Ex: "I know this can feel overwhelming..")