Customer Service
What are examples of proper telephone ettiquette?
Professional. Courteous. Friendly tone. Warm greeting. State your org., dept., unit. Introduce yourself. "How may I help you?". Permission to place on hold. Mindful when using speaker phone. Notify when transferring. "Is there anything else I can help you with?". "Thank you for calling."
How should you acknowledge a customer who appears upset?
You approach a customer who seems upset, showing empathy and listening carefully without raising tension or interrupting.
What do you do when entering a patient’s room?
Knock and see if it is okay for you to enter. Let the patient and their visitors own the room. Greet the patient nicely.
What is the 10/5 rule?
If you are within 10 feet of a person, make eye contact and smile.
If you are within 5 feet of a person, speak and acknowledge them.
How long do you have to begin the service recovery process?
You have 15 minutes before the patients tries to escalate the problem.
What is the proper way to introduce yourself during a patient interaction? Why is it important?
"Hello. My name is ___. My role is ____. I will be helping you with ____."
It is important because it builds trust and makes the patient feel more comfortable during the interaction.
How should you treat each interaction?
"If this were my ____, how would I want this moment handled?"
What is AIDET? Why do we use it?
An acronym that represents the way we communicate with patients, other staff, and colleagues.
It helps reduce patient anxiety, increase patient compliance, improve clinical outcomes, and increase patient satisfaction.
True or False?
Communication with doctors, responsiveness of staff, and communication with nurses are 3 categories on the HCAHPS questions.
True!
How do you handle a situation where the expected duration changes during the interaction?
"The wait time is longer than expected, provide an updated time, apologize. Is there anything I can do/get you while you wait?"
What questions do you have?
What is H.E.A.T.?
4 step method for dealing with angry customers.
Hear them out.
Empathize.
Apologize.
Take responsibility.
What does it mean to “manage up”? Give an example.
Positioning others in a positive light. It is a form of communication that aligns your skills and your coworkers, to the goals of the department.
Why is explaining the process important? How can you ensure that your explanation is clear and concise?
Providing clear and simple instructions ensures the patient understands the process.
You break down a complex process into easy to understand steps so you do not overwhelm the patient.
Explaining when the patient should expect a call with results or follow up actions is an example of which letter in AIDET?
Duration
What is a no pass zone? What does it help with?
It is everybody’s responsibility to answer a call light. It does not matter which department you work in. Anybody that sees a patient’s call light on, should respond and report to the appropriate person.
It helps reduction in falls, increased and improves teamwork, and improves patient satisfaction.
Why is managing up important?
It helps patients feel better about their next caregiver. It helps put patients at ease and less anxious. Builds trust in our organization.
How does saying thank you improve a patient's overall experience?
Expressing gratitude shows appreciation for the patient's time and creates a positive lasting impression for the organization.
Instead of saying “not my patient. No one told me you were here. Cant, but, no, policy. Not my job/problem.” What can you say?
"What we can do is."
"I can find the person who would best help you with that."
"I do apologize for the delay. What can I do for you right now?"
What is service recovery? And why do we do it?
When a patient perceives there is a problem, there is a problem. We try our best to fix the problem. It’s the right thing to do. Empowers employees and curbs bad public relations.
When we deliver excellent customer service, what is in it for us? The patients? The organization?
Job security
Retention
Customer satisfaction
Reputation
Funding
What is the + in the AIDET?
The + is your promise/commitment to provide excellent care or to deliver on customer expectations.
What is an example of using key words at key times?
Let me take you there. Is there anything else you need while I am here? Can you reach everything at your bedside?
What is HCAHPS?
Hospital report card. National survey that asks patients to rate their experience in the hospital across 8 categories. (Inpatient. Ambulatory surgery, ED, clinics)