Zgodnie z obietnicą przedstawiam pierwszą część poradnika pomagającego w obsłudze pacjentów zagranicznych. Poniższy fragment dotyczy recepcji witającej pacjenta oraz lekarzy przejmujących pacjentów do gabinetu. Gwarantuję iż wdrożony w codzienną rutynę WSZYSTKICH pracowników przyniesie zadowalające efekty. Ponadto dla ułatwienia całego procesu, przygotowany schemat opracowany jest w języku angielskim.
Jakkolwiek niektórym czytelnikom może się to wydawać dziwne lub oczywiste, tak wiele osób nie stosuje się nawet do tak prostego schematu. Spotkałem się z wieloma przypadkami nieprofesjonalnego podejścia ze strony obsługi kliniki. Absolutnie niedopuszczalne! Pamiętać należy, że zniechęcamy klienta na samym początku wizyty, a każdy niezadowolony pacjent to anty reklama dla naszych usług!
- Welcome – introduction. Patient is heading to the desk. (SMILE) Hello. Can I take your name, please? (HE/SHE INTRODUCE HIM/HERSELF) Welcome to …. (Gdańsk/Warsow/Krakow) Mr/Mrs Smith (USING HIS/HER FULL NAME). Did you have a good flight? How is your day? Please take a seat. (GESTURE TO SEAT)
- Offer tea and coffee – ask what kind he/she like most (cappuccino, latte, etc.), by saying: Can I get you tea, coffee or water? (IF COFFEE) Would you like cappuccino, latte or ordinary coffee? Black or white? (IF TEA – HAVE TO BE WITH MILK IN SEPARATE JUG, WITH NO LEMON)
- Ask to complete the medical form. I would be grateful if you could complete this form for me please. Just ask if you need any help filling in. (SMILE)
- In the mean time, showing the toilets. If you need the toilet or just need to freshen up, they are just at the other side of reception. (GESTURE)
- After, inform patient about current schedule. We are on time today Mr/Mrs Smith and Dr ……… will take you in shortly. (OTHERWISE) I am sorry but we are running a little bit late today, by … (20 minutes or half hour) due to lateness of previous patients. So if you would like to read a newspaper they are here (GESTURE). We also have the internet if you are interested. (SMILE)
- In case of delay, mention the sightseeing and tours offer – without pushing, Please ask me at any time if you need help to plan any sightseeing trips. If no delays before treatment, receptionist should mention that after consultation when handling the Welcome Pack to the patient.
- Doctor should meet the patient in waiting area, introduce him/herself and invite the patient inside for the consultation, by saying: Good morning / Good afternoon. My name is Dr ……… and I am going to take care of you today. If you would like to come this way (GESTURE). (SMILE)
- After consultation patient should be lead up to reception desk by dentist.
- (IF YOUR CLINIC HAVE ONE) Receptionist should provide the patient with a Welcome Pack (SHOWING THE CONTENTS) and detailed schedule of treatments for the following days. This is your Welcome Pack which contains your treatment plan, your mobile phone for emergencies (DEMONSTRATE WHERE NUMBERS ARE – SPEED DIAL), various leaflets and catalogue for you to read later. (MAYBE YOU HAVE SOME EXTRAS?) This is a bus and tram pass which is valid for 7 days once activated. You activate this in the machine on the bus or tram.
- Ask patient does he/she need a taxi back to hotel – but mention whether or not cost of taxi is covered by the clinic. Are you happy to walk back to your accommodation or would you like me to call a taxi? It will cost you about …… (5pounds / 15 zloty). (SMILE)
- Goodbye. Thank you. I hope you enjoy rest of your day / evening. See you tomorrow / on Tuesday. (SMILE)
