What Happens in a Hospital Front Office?

Hospital reception etiquette refers to the etiquette used to guide the reception of patients and their families at the hospital reception. Due to the special nature of the hospital, hospital reception etiquette is different from ordinary etiquette.

Hospital reception etiquette

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Hospital reception etiquette refers to the etiquette used to guide the reception of patients and their families at the hospital reception. Due to the special nature of the hospital, hospital reception etiquette is different from ordinary etiquette.

Chinese name

Hospital reception etiquette

Features

It is a reflection of the comprehensive strength of the hospital

Purpose

Improving the personal image of hospital staff

Claim

Determine your social role

Hospitals are a window for social services. With the continuous deepening of health reform, hospitals and health centers run by the army, enterprises, and colleges have been generally opened to the society. Coupled with individual clinics everywhere, it has exacerbated the limited Competition in the medical market. For patients, in the face of many hospitals, to choose a doctor, it is often "familiar". This "name" is the image of the hospital.

The image of a hospital is the comprehensive response and external manifestation of the hospital's culture, which is recognized by the hospital through its own behavior. It is the comprehensive evaluation and impression of the public on the hospital. It is not only a reflection of the comprehensive strength of the hospital, but also a reflection of the social benefits of the hospital.

1 Improving the personal image and service quality of hospital front desk staff;

2 Grasp reception etiquette, business communication standards, professionalism, and skills in different environments;

3 shape and maintain the overall image of the hospital;

4 Better show respect to clients and create economic and social benefits for the hospital.

Section 1: Essentials of professionalism for hospital reception staff

First, determine the role

5 Determine your social role

6 The role of the "halo effect" in business activities

7 Corporate and Visiting Customer Needs for Roles

Second, professional front desk literacy

8 Basic capabilities required at the front desk

9 Excellent quality of front desk

10 Work mood management

Section 2: Professional hospitality image establishment

I. Career image assists career development

11 Components of a Professional Image

12 Impact of professional image on career development

13 Your image is worth millions

14 Positioning professional image

Case 1: Zhao Wei's Japanese Flag Event

Case 2: The well-dressed Obamas

Case 3: Nixon's Failure

Second, hospital front desk grooming etiquette

15 Facial Retouching

16 Local modification

17 Limb modification

18 Elegant Professional Makeup Guidelines

19 Basic color perception

20 Color Matching Tips

21 Elegant and refined facial makeup

22 Gentle and Simple Professional Hairstyle

Second, courtesy etiquette

23 Standing-Indecent Standing

24 Seated-Indecent Seated

25 Squatting Picks-Indecent Squats

26 Posture-Indecent Posture

27 eyes-indecent eyes

28 lead the patient

29 Bow

30 Smile

Third, hospital dress code

(I) Dress code for hospital front desk

31 Wearing a Badge

32 work shoes

33 Wear accessories or decorations

34 Casual clothes in and out of the ward

(B) the basic principles of professional dress

35 Principle of Suitability

36 TPO principles

37 Principle of Harmony

38 Personality Principle

Case 1: IBM employee dress code

Case study 2: Employee image of Hilton Hotel

Case 3: Haier's installers

(C) the overall professional image design of professionals

39 Men's and Women's Professional Clothing Styles

40 Etiquette and Taboo in Suits, Skirts, and Uniforms

41 Accessories, supplies and hairstyle etiquette

42 Three Elements of Clothing

43 common misunderstanding comments

Excellent image, color matching of clothing

44 skin color classification

45 Clothing Colors

46 Matching with Weather and Place

47 Key points of dress in different seasons: spring, autumn, summer, winter

Section 3: Hospital Reception Leads Etiquette

48 Greeting etiquette

49 Hospitality etiquette

50 Guided Etiquette

51 corridor

52 Stairs

53 Elevator

Section 4: Telephone etiquette at the front desk of the hospital

54 Answering etiquette

55 The etiquette of calling

56 Manners of answering the phone

57 courtesy of phone

58 Phone Phrases

59 Answer and Transfer Etiquette for Hospital Intercom Calls

60 Make phones the second brand of hospitals

Section 5: Communication etiquette at the front desk of the hospital

I. Communication Principle

61 Language Civilization

62 friendly attitude

63 the right way

64 Decent content

65 Avoid Taboos

Communication etiquette

66 The Art of Communication, Learn to Listen

67 Traffic lights in communication, clever resistance to help

68 Keep your emotions in sync and use your cues appropriately

69 Tone, speed, and intonation when communicating

Communication skills

70 factors that interfere with communication

71 How to communicate with your boss

72 How to communicate with subordinates

73 How to communicate with patients

74 How to communicate with visitors

Section 6: Office Etiquette Training

I. Office etiquette

75 Cooperate well with others

76 Company interests come first

77 Office Code of Conduct

Second, the etiquette of daily communication

78 Five Principles of Social Etiquette

79 Salutations

80 Etiquette of handshake

81 Business etiquette

82 Self-Introduced Etiquette

83 Etiquette for introducing others (gestures, eyes, and order for introducing others)

Section 7: Work etiquette for other posts at the hospital front desk

84 Reservation etiquette

85 Vehicle reservation etiquette

86 Order tickets for business travelers / Book hotel etiquette

87 Fax / letter (or email) / document transmission and reception etiquette

88 Lecture 9: Summary of etiquette training in hospital reception