The front desk staff is the facade image of the clinic, and they are often the first employees who come into contact with visitors inside and outside the clinic. Therefore, the front desk staff are always vigilant in terms of gfd and politeness, and their every move represents the image and reputation of the organization. Moreover, because the front desk staff is in an environment that values their own strengths very much, customers can often see the management level of outpatient service from the reception situation and corresponding work situation of the front desk staff.

1, welcome:

When customers walk up the steps and enter the door, they should quickly walk out of the doctor's guide desk, open the door to greet them, smile and bow, and signal customers to go to the bar with gestures, showing enthusiasm and sincerity.

2. q:

(1), initial diagnosis: effective triage is required, such as "Hello! Is this your first visit? Excuse me, what happened to your teeth? Would you please build a medical record or hang a number first? " Or "hello! Do you have an appointment? Or did you bring a reservation card? " When asking questions, stand, smile and look at each other. And enjoin the customer: "Please sit down for a while, and I'll arrange it for you right away!"

(2) Follow-up visit: The patient who comes back for follow-up visit will get the medical record first, and at the same time briefly exchange a few words, such as how do you feel about your teeth now? Because it is a follow-up patient, according to his mood and state, you can greet or praise him appropriately, such as not too busy today? Have you ever eaten XX rice? You look great today! Or the clothes you wear are very nice, where did you buy them, and so on.

3. Divert/wait:

(1), initial diagnosis and triage: according to the client's chief complaint requirements, according to the triage system, combined with the actual work and the doctor's expertise, triage is carried out and the corresponding records are made;

(2) Follow-up arrangement: bring medical records, guide customers into the treatment area, and make corresponding records in time after proper placement;

(3) Waiting arrangement: If the triage cannot be arranged in time, the customer should be properly arranged to wait, water should be poured in time, fruits, newspapers, books and periodicals should be handed over, and the TV should be turned on to explain the approximate waiting time to the customer so that he can know fairly well. If the first customer waits for more than 3 minutes, he should take the initiative to comfort and arrange as soon as possible; For familiar follow-up customers, according to their mood and state, you can say hello or praise a few words, or find a topic to chat and so on.

Step 4 notify the doctor:

After arranging clients, the attending doctor should be informed in advance before guiding clients, so as to avoid embarrassing scenes caused by blind guidance, and let doctors make good preparations before seeing a doctor, especially some important information, such as special requirements, transportation and status. To provide reference for doctors' consultation.

5. Accompanying leaders:

Holding the medical record, stand 2 or 3 steps in front of the customer's left, ask the customer to follow with gestures, walk in front of the left, let the customer walk in the middle and say, "Hello! Please go to the treatment room and let the doctor examine you. Keep pace with customers when walking, and introduce doctors appropriately. In case of turning or stairs, use gestures to remind customers to "go this way" or "pay attention to the stairs".

Attention to detail: packaging doctors properly when looking for the right time can increase patients' trust in doctors and facilitate doctors' consultation; For example, "This is Dr. X, who is very experienced and has just returned from studying in xxx. He is good at xxx treatment. Let him take a look at it for you ... ".

6. Transfer:

Transfer the client and his medical record to the doctor, and introduce the attending doctor: "This is Dr. X, let him examine you first!" Or tell the doctor appropriately: "This is our xxx customer, or Mr./Ms. xx, who is here for a special purpose. You must make special arrangements! "

7. Cashier:

We must smile when customers pay. When the patient's request for a small fee reduction cannot be met, a reasonable explanation should be given, and attention should be paid to the way and method of speaking to prevent the customer from "losing face"; If you have a toothbrush, toothpaste and other small gifts, you can send one to your customers to give them a sense of psychological balance.

8. Fujian:

When the customer is ready to leave after paying the bill, say goodbye to him: "take care!" " "Then help him open the door and watch the customers leave. If conditions permit, you must take the initiative to ask every customer who is about to leave: "What do you feel after reading it? If you have any comments and suggestions, please point them out! "