First Impressions
How long does it typically take someone to form a first impression?
A few seconds
Name one example of positive nonverbal communication.
Smiling, nodding, eye contact, open posture.
A coworker is speaking negatively about another employee where patients can hear. What should you do?
Tell them that a patient is within ear shot. Remind them that its not professional to speak badly about others and that speaking directly to that person would be better.
Using your phone while a patient is standing at your desk.
Not professional.
A patient approaches the front desk visibly upset and says, "I've been waiting for over an hour, and no one has told me what's going on. This is ridiculous!"
What are a few things you can do or say?
Name two things that contribute to a professional image besides clothing.
Body language, tone of voice, facial expressions, attitude, punctuality.
Why is tone of voice just as important as the words you say?
Tone affects how the message is received and can make patients feel respected or dismissed.
A patient walks through the front door while you're finishing a task on the computer. What should you do first?
Greet them first and let them know someone will help them shortly.
Introducing yourself with a smile.
Professional
A patient is angry because they believe they were given incorrect information during a previous visit. After you explain the current process, they say, "I don't want to talk to you anymore. I want your manager."
Remain calm, contact your supervisor. If no one is available let the patient know and complete a PUP form for when the manager is available.
True or False:
Patients can judge the entire organization based on one interaction with one employee.
True. 1 negative or positive experience can shape a persons view of our organization.
Staff is ready to help the next patient. Which is better?
A. "Next."
B. "Good morning! How can I help you today?"
Option B. Remember- we are serving human beings, not numbers. Speaking to them with kindness is as important as making sure their medical needs are taken care of.
A patient asks a question you don't know the answer to. What should you say?
"I'm not sure, but I'll find out for you."
Eating food at your desk and leaving trash
Not professional
DOUBLE JEOPARDY- DOUBLE THE POINTS
A patient begins raising their voice and using threatening language. Is this an appropriate time to call a code green?
What is one other thing you should do?
Yes, paging a code green or calling for "Dr. Strong Arm" is the best and safest response.
Hit the panic button
What body language communicates confidence?
Eye contact, standing/sitting upright, smiling, open posture.
A patient is upset because they've been waiting 30 minutes. What's the best first response?
Acknowledge the frustration, apologize for the wait, and offer an update.
You notice a co-worker on the provider schedule to be seen. What are at least 2 things you can do to ensure their privacy is protected?
Not ask them about their appointment.
Not discuss it with co-workers
Helping a coworker who is overwhelmed, even though your own work is caught up.
Professional
What not to do:
A frustrated patient is speaking loudly. Which response is least appropriate?
A. "I can see you're frustrated. Let me see how I can help."
B. "Please lower your voice so we can talk."
C. "There's nothing I can do. You'll just have to wait."
Option C
You notice your coworker rolling their eyes after a patient asks several questions. What impression might this leave on the patient?
That the staff are rude, impatient, or don't care about patients.
Two coworkers disagree about how a patient should be checked in. One says, "That's not how you're supposed to do it," in front of the patient. The other responds defensively, and the discussion becomes tense while the patient is waiting. What should've been done differently?
You notice a co-worker is going above and beyond in their work. What are a few ways you can let them know how much you appreciate them?
Having a disagreement with a coworker in front of patients.
"I'm sorry you had to take the day off and pull your kids from school. I know how upsetting that can be. Let me see if I can get you a school or work note.
"I'm sorry that miscommunication happened. Let me see if there are any other providers available.