Soft skills and Patient Management in Health Care by Dr. Rahul joshi
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Transcript of Soft skills and Patient Management in Health Care by Dr. Rahul joshi
RECEPTION AND WELCOME
• SMILE – its important that you make eye
contact and address with the attendee it may be the patient himself or any other.
• GREET – i.e. good morning etc and how
may I help you. (Language may differ)
• EYE CONTACT- while you communicate.
• ASSITANCE - if physically unable.
• Each one must have a general basic idea of the working of there organization.
• Even a general idea about there immediate colleagues work processes.
• So that one can substitute in the others absentees.
• Address the attendee with Mr. , Mrs., Ms.
• Don’t point finger , whistle ,or make any sounds to call them.
• Speak softly, politely.
• In a language that the patient can understand.
• Most importantly, don’t bad mouth your team mates or your organization especially in front of the patient.
• Even if your team has not performed properly.
• Be kind, gentle and courteous.
• Take proactive part in building your organization better.
• Be compassionate towards the ill, deprived even if you have a=had a bad day at home or otherwise.
• Try to answer all the questions and queries with the help of FAQ’S made priorly.
• If not then at least direct them to the apt person who can solve there queries.
• Answer in clear legible language and make sure that the patient understands it too.
• TIMINGS OF DIFFERENT DEPARTMENTS OR OPD’S.
• FACILITIES AVAILABLE AT THE CENTRE.
• ILLNESSES THAT ARE TREATED AND WHO TREATS WHAT. E.G. OPTHALMOLOGIST OR GASTROENTROLOGIST ETC.
• MONETORY REQUIREMENTS.
• Legible hand writing and no markings on the case paper.
• Mention name, age, gender, address properly.
• Case no. and date of entry should be mentioned.
• Soft talking.
• No shouting to call your colleague.
• No eating on your working desk during working hours.
• No show of religion.
• Keep your desk organized.
• Don’t keep your bags on the desk.
• Keep your surroundings clean.
• Since it reflect on your organization.