Image transcription text Customer Service Developing and

Image transcription text Customer Service Developing and nurturing patient expectations requires a thorough understanding of the patients’ expectations and perceived value of their care during the heatthcare customer service experience. “… Show more Image transcription text “Patients expect the staff to show they care about them during every interaction.” Patients are developing their opinion from the moment they walk in the door. We want to ensure that we make that first imp… Show more Image transcription text Customer Service Standards We will follow the below customer service standard s: 7 We will be courteous, respectful and have empathy I We will always make sure patients are treated with courtesy and respe… Show more Image transcription text ‘7 We will be professional and useappropriate language I We will hold ourselves and each otheraccountable foraddressing inappropriate comments and behaviour. I We will use appropriate language a… Show more Image transcription text T We will meet timelines I We will ensure that all of our interactions with patients are done so in a timely manner I We will schedule appointments. that minimise wait times I We will ensure patients understand a… Show more Image transcription text 7 We will uphold privacy and confidentiality – We will comply with relevant legislation and regulations in relation to privacy and confidentiality of our patients. I We will ensure that patients details are not discusse… Show more Image transcription text Y What do patients expect from healthca re customer service experiences? Developing and nurturing patient expectations requires a thorough understanding of the patients’ expectations and perceived valu… Show more Image transcription text Practice Manager I Clarify the core service values to be adopted by staff and communicate those values to staff I Modelling those values to ensure staff will embrace those values I Provide training and developm… Show more Image transcription text 1′ Dealing with common patient requests Test Results: For good quality care, all patients are required to makean appointment to see a Doctor for all results. To ensure strict patient confidentiality and compliance … Show more Image transcription text vaccines: If you have a vaccine with you, please hand it to reception staff on your arrival for refrigeration. vaccines should be carried in a cold pack from the purchase point and kept cool. Patient Feedback: If; for any r… Show more Image transcription text 7 Finding out more about human rights 1What are human rights? Human rights recognisethe inherent value ofeach person, regardless of background, where we live, what we look like, what we think or what we beli… Show more Image transcription text The T” basic healthcare rights are listed below: Access: You have a right to healthcare services and treatment that meet your needs. Safety: You have a right to receive safe and high—quality healthcare that m… Show more Image transcription text I Privacy: You have a right to have your personal privacy respected — information about you and your health must be kept secureand confidential. I Give feedback: You have a right to provide feed back or make a… Show more Image transcription text I Acknowledgementofsocial, economicJ cultural, historic and behavioural factors influencing health at the individual, commu nity and population levels – Having knowledge of respect for and sensitivity towards the c… Show more Image transcription text 7 You are communicating with individuals Beware of assumptions. Cultu re gives useful clues but don’t assume all people from a certain cultural background share the same beliefs and ways of behaving. Peo… Show more Image transcription text 1′ Speak clearly and concisely Speaking clearly doesn’t mean speaking slowly {which can seem patronising]. Use your natural pace but sound words out properly. Also, break down information into manageable ch… Show more Image transcription text ‘7 Customer Service for People with Disabilities Patients with disabilities are simply: patients. They may have different ways of communicating with you or performing tasks, various tools to assist them, and certain adju… Show more Image transcription text Etiquette Principles and Language Guidelines for People With Disabilities Etiquette relies on common sense and general principles that you would apply when interacting with all customers. Here are :iue principl… Show more Image transcription text Respect Let’s say that you have a customer who is deafwalk into your practice and they have a sign—language interpreter with them. Now, often people will speak directly to the interpreter while ignoring the d… Show more Image transcription text Displaying 3 Welcoming Attitude One of the essential components of good customer service is making people feel welcome. For example, let’s say that you encountera person who is in a wheelchair. thentimes, peopl… Show more Image transcription text Patience WhEfl you’re providing customer service to people with disabilities, the interactions can sometimes take more time, and that’s okay. For example, you might have someone who has a speech disability … Show more Image transcription text A Desire to Help A strong desire to help is at the heart of all customer service interactions and particularly in healthcare. Here’s a keythingto keep in mind: not all patients with disabilities will need orwant help. F… Show more Image transcription text 1’ Complaints and Triage Well-managed complaints can benefit our clinic. We see complaints as an opportunity to build strong, lasting relationships with patients and improve our customer service. Customer complai… Show more Image transcription text T LenglaTIOl’I Examples of how you stay within this.l Lair.l Check on any legal obligation or restrictionsthat apply to your patient interactions Obtain the necessary permission or clearance for an action Obtain all … Show more Image transcription text Statutory,r Notifications All Australian states and territories have legislation that requires medical practitioners to report cases of child abuse to the appropriate child protection service. In some cases, workers a… Show more Image transcription text 1 Marketing, Promotion and Public Relations [PR] Marketing refers to activities undertaken to promote the buying or selling of a product or service. Marketing includes advertising, selling, and delivering p… Show more Ally McDonald is a regular patient of the clinic with a mild cognitive impairment. She is very angry as Krystal, one of the receptionists, had been rude to her. She asked to speak with you and reported that Krystal did not look up at her when she arrived at the clinic, seemed impatient, did not listen properly and never looked at her throughout the whole conversation. On interviewing Krystal about the incident, her response surprised you. She knew Ally had an appointment on that day and was not looking forward to it. She felt she did not have the customer service skills to assist Ally. MHC employees should be trained in how to interact and communicate with patients with disabilities and guided by the principles of dignity, independence, and equality. You are required to use a word document that will be used to train the administration team in customer service focusing on people with a disability. Ensure you: Outline the MHC Customer Service Standards Outline techniques for dealing with patients with disabilities Focus on the problems and the solutions Encourage and motivate staff to provide better customer service and to help them overcome difficulties in meeting MHC customer service standards SCIENCE HEALTH SCIENCE NURSING BUSINESS BSBCUS403

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