5. RECEPTIONANDWELCOME
• 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.
10. • 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.
14. • 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.
18. • 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.
21. • 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.
23. • 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.
30. • 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.
35. • 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.