Do you know the etiquette knowledge of front desk reception in hospital? The following is my carefully organized knowledge of hospital reception etiquette, hoping to bring help to everyone!

The front desk of the hospital is the window of medical service, and the reception standard is the concrete embodiment of the hospital's high-quality service and the way for hospital medical staff to communicate with patients and their families. Good reception can promote the smooth communication between doctors and patients, improve the efficiency of the hospital, and reflect the humanized and high-quality service quality of the hospital.

The comprehensive level of a hospital is the comprehensive response and external expression of hospital culture recognized by the society through its own behavior, the comprehensive evaluation and impression of the public on the hospital, the embodiment of the comprehensive strength of the hospital and the reflection of the social benefits of the hospital. Among them, the level and quality of hospital reception plays an important role in the comprehensive quality construction of hospitals. As a window to the public, hospital receptionists' first image evaluation of patients and their families is based on the quality of service personnel. Therefore, the hospital should quickly improve the personal image and professional quality of its window service personnel, and the hospital reception etiquette course can help the relevant hospital service personnel comprehensively improve their personal quality and establish a good hospital public image.

Hospital reception is mainly for patients to get medical treatment in the hospital quickly and without worries. In order to satisfy patients, we must follow the basic etiquette principles of equality, enthusiasm, courtesy, friendliness and patience in the reception process. Reception etiquette at front desk

The front desk usually sits in the post. But when the patient comes, you should get up at once and nod and smile at the patient. Hello, what can I do for you? . Knowing who to look for, after confirming that it is an appointment, ask the patient to wait for a while and contact immediately. If the person you are looking for is busy, you can ask him to wait a moment and guide the visitors to sit down and pour water in a standardized manner. If you wait for a long time and the person the visitor is looking for is still busy, take care of the visitor and explain to him. Don't leave it there. If the patient knows who to look for, but does not have an appointment, the front desk should call and ask, and tell the relevant colleagues or leadership assistant/secretary, unit? I don't know if it's convenient to receive a visit.

Out of courtesy and convenience to the patient, even if the colleague or leader you are looking for answers the phone in person, it can be regarded as someone else's answer. Ask again. In this way, it sounds to the patient that even if the other end of the phone does not allow reception, it is not directly rejected by the person he is looking for, leaving room for further treatment.

If the patient doesn't take what he is looking for, let him go by himself. The front desk should use standardized gestures to guide how to walk or take patients. If the office door of the person the patient is looking for is open, knock at the door first and invite visitors in after getting permission. After pouring tea for the patient, the front desk will return to its post. Of course, if there is only one person at the front desk, just guide the patient directly.

Pay attention to the following points when accepting patients.

(a) when the person in charge of the patient is absent, it is necessary to clearly tell the other party where the person in charge has gone and when to return to the unit. Ask the patient to leave his phone number and address, and make it clear whether the guest will come to the company again or our person in charge will go to the other company.

(2) When there are many patients who need to wait, the reason and time of waiting should be explained. If patients are willing to wait, they should be provided with drinks and magazines, and if possible, they should be changed frequently.

(3) The receptionist should have correct guiding methods and postures when guiding patients to their destination.

Guidance method in corridor. Before the patient takes two or three steps, the receptionist should cooperate with the pace and let the patient go in.

2. Guidance method in stairs. When guiding the patient upstairs, the patient walks in front and the receptionist walks behind. If you go downstairs, the receptionist should walk in front and the patient should be behind. When going up and down the stairs, the receptionist should pay attention to the safety of the guests.

3. Guidance method in elevator. When guiding the patient to take the elevator, the receptionist should enter the elevator first and then close the elevator door after the patient enters. When arriving, the receptionist should press? Open? This button lets the patient get out of the elevator first.

4. Guidance methods in the ward. When the patient entered the ward, the receptionist motioned him to sit down with his hand. After seeing the patient sit down, he nodded and left. If the patient is sitting in the wrong seat, please ask the patient to change to another seat (generally, the side near the door is the lower berth seat).

Smile reception etiquette

Smile should be a subtle expression unique to human beings, should be human body language, should be inaccurate language, should be a silent appeal, should be a minor of Kubinashi's song, should be a small flower without fragrance that has not yet bloomed, should be a faint white cloud that seems to be true, and should be a good medicine to soothe the soul. It can come from time to time, or it can be produced unconsciously and disappear instantly for no reason. Always so mysterious, but it makes people feel very comfortable.

Smile training method

1. Simple training method

Bite chopsticks gently with your front teeth. Align the corners of your mouth with the chopsticks, with both sides tilted, and observe whether the connecting lines at both ends of your lips are on the same level with the chopsticks. Keep this state 10 second. In the first state, after gently pulling out the wooden chopsticks, practice keeping the state at that time.

2. Detailed training methods

Forming a smile is trained in a relaxed state, and the key to practice is to make the corners of the mouth rise to the same level. If the corners of the mouth are askew, the expression will not look too good. In the process of practicing all kinds of smiles, you will find the smile that suits you best.

(1) Smile

Lift the corners at both ends. Slightly exposed two front teeth. Smile. After holding for 5 seconds, return to the original state and relax.

(2) Ordinary smile

Lift the corners at both ends. Expose the upper incisors 6? About 8 years old, smile. After holding for 5 seconds, return to the original state and relax.

3. Auxiliary training methods

(1) Dolemi exercises

The purpose is to relax the muscles around the lips. The lip muscle relaxation movement starts from the bass duo to the treble duo, and each tone is spoken loudly and clearly three times. Pronunciation is not a continuous practice, but a syllable-by-syllable practice. You should pay attention to your mouth shape to pronounce correctly. Practice from bass to treble, tone by tone. After relaxing muscles, straighten your hands and gently massage around your mouth.

(2) Four-step exercise can increase the elasticity of lip muscles.

The most important part of a smile is the corners of your mouth. If you exercise the muscles around your lips, you can make the mouth movements more skillful and beautiful, and you can also effectively prevent wrinkles.

If the mouth becomes capable and full of vitality, the overall expression will give people a feeling of elasticity, so they will unconsciously look younger. Straighten your back and sit in front of the mirror and practice the maximum contraction or extension repeatedly.

① Horizontal angular motion

Close your open mouth, tighten the corners of both sides to make your lips tense horizontally, and say 1, 2, 3 in your mind. ② Close your lips.

When the corners of your mouth are tense, slowly close your lips. When there is a feeling of rounded lips gathering together, and say 1, 2, 3 in your mind.

Try all kinds of shapes and laugh. Choose the most satisfied smile from it. Then make sure how many gums you can see. general idea

You can see the gums within 2mm, which is very nice.

Practice smiling with satisfaction repeatedly: look in the mirror and try to smile with the smile you choose. Practice a beautiful smile repeatedly until your gums are slightly exposed.

(2) Smile correction training

Fixed 1: corners of mouth could not be lifted at the same time.

When the corners of the mouth rise, they will be crooked. Unexpectedly, there are still many people whose mouths can't rise together. At this time, training with chopsticks is very effective. It will be difficult at first. Repeatedly practicing, you will unconsciously rise together and form a capable smile.

Correction 2: Expose many gums.

Check the tooth arrangement: show your mouth in front of the mirror? e？ Open the word, look carefully, and see that the upper and lower rows of teeth are occluded and arranged neatly. People who show a lot of gums when they smile often have no confidence, either covering their mouths or smiling shyly. Natural smile can make up for the shortcomings of showing gums, but because I care too much, it is difficult to smile naturally and brightly. When the gums are exposed, they can be compensated by lip muscle training.

Correction 3: Improper expression

Pretend to pick up your cell phone in front of the mirror and chat with your friends. Carefully observe all kinds of expressions when you speak, such as whether your eyebrows are unconsciously wrinkled and whether your eyes have changed, and then improve them after observation.

Failure of facial expression, such as being expressionless and listless, often being unconscious when getting up in the morning, will make the expression dull and listless. When people think about things, they usually fall into a state of deadpan. Think about how ugly it would be if a handsome guy saw it in front, so pay attention to your expression whenever and wherever. People who squint, frown and are nearsighted but don't wear glasses are most likely to squint and frown unconsciously when looking at things. This kind of expression gives people a mean feeling, so be careful.

Eye etiquette

When interacting with people, eye contact is essential. Correct use of eyes, conveying information and shaping professional image should follow the following rules.

Triangle law: choose the area where your eyes stay or stare according to the proximity and distance between the communication object and you. If the relationship is average or the first time we meet, and the distance is far away, look at the triangle area from the forehead to the shoulder; If the relationship is familiar and close, look at the triangle area from forehead to chin; If you are close, look at the triangle area from your forehead to your nose. Distinguish the object, sit in the right position, and don't make a mistake!

Time rule: Don't make eye contact for more than three seconds at a time. It is most appropriate to make eye contact with each other 60%-70% of the time during communication. Less than 60% means that you are not interested in the other person's topic and conversation, and more than 70% means that you are more interested in the other person than what he said.

Greeting etiquette

Patients who come to see a doctor should be greeted immediately.

We should be aware of the importance of patients seeking medical treatment for hospitals, and show a warm and friendly attitude and willingness to provide services. If you are typing, you should stop immediately. Even if you are on the phone, you should nod, but you don't have to stand up to greet or shake hands with visitors.

Greet the patient actively and enthusiastically: when greeting, nod gently and smile. If you are a patient you already know, the address should be more cordial.

Serve tea etiquette

Treating patients with tea is a traditional habit in China, and it is also very important to send tea to patients and their families in hospital reception. China Etiquette Training Network shares the necessary etiquette knowledge for tea delivery.

Tea sets should be clean.

Before making tea, you must clean the tea set, especially the tea set that has not been used for a long time. It is inevitable that there will be dust and dirt, so it should be carefully cleaned with clear water. It is best to iron the teapot and teacup with boiling water before making and pouring tea. In this way, it is both hygienic and polite.

Whether the tea set is clean or not, it is impolite and unsanitary to pour tea for patients. Disposable cups is the most commonly used in hospitals. Pay attention to using warm water before pouring tea, so as not to make the patient unable to drink tea for a while. Tea should be moderate.

Let's talk about tea first. Generally speaking, it should be appropriate. There should be neither too much nor too little tea. There are many Chata, and the tea taste is too strong; Too little tea will make tea tasteless. If the patient voluntarily introduces his habit of drinking strong tea or weak tea, then make tea according to the patient's mouth and stomach.

Besides, pouring tea, whether it's a large cup or a small cup, can't be too full. If it is too full, it is easy to overflow and wet the table, stool and floor. If you are not careful, you will burn yourself or your guests' hands and feet, which will make the host and guests very embarrassed. Of course, it is not advisable to pour too little. If you only serve tea to the guests over the bottom of the cup, it will make people feel that you are pretending, not sincere.

Method of serving tea

Tea should be served before the host and guests have a formal conversation. The correct step is to serve tea with both hands from the left rear of the guest. Put the tea tray on the coffee table near the guest, then hold the middle of the cup with your right hand, hold the bottom of the cup with your left hand, the ear of the cup should face the guest, and hand the tea to the guest with both hands. Would you like some tea?

Tea serving sequence

The order of serving tea should generally be: first guest, then master, first female, then male, first dragon, then young.

Taboo of serving tea

1. Try not to serve tea with one hand, especially the left hand. Don't let your fingers touch the mouth of the cup. The first cup of tea poured for guests is usually not too full, but 2/3 of the cup depth is appropriate. Then, it's best to grasp the opportunity to renew water, so as not to hinder the guests from talking, and don't wait until the tea leaves bottom out before renewing water.

2. Before placing, be sure to gently signal to avoid unintentional collision. When placing, enter right and exit right, pour clockwise or place (the same is true for adding water), and place 5? Above the drinker's right hand. At 10 cm, if there is a handle, turn it to the right for easy access; ?

If there is a teapot, put it in the middle for everyone to take. Of course, if possible, the service personnel will personally operate it and then put it in front of the operator nearby;

4. When adding water, if it is a cup with a lid, hold the lid with the middle finger and ring finger of the right hand, lift it gently, lift the cup with the thumb, forefinger and little finger, face the patient, fill it with the left hand container at the right rear side of the patient, and then press 2 to place it. Reception and standing etiquette

Standard standing posture, viewed from the front, straight back, full of energy, eyes looking straight, shoulders flush, arms drooping naturally, heels together, toes open 60? , the body center of gravity falls between the legs; Viewed from the side, the eyes are flat, the jaw is slightly retracted, the chest is lifted and the abdomen is closed, the back is straight, the hands and fingers are attached to the pants, and the whole body is solemn and straight. Good standing posture is not only for beauty, but also important for health.

basic elements

1, head straight, eyes straight, lips slightly closed, jaw miniature, face calm and natural.

2, shoulders relaxed, slightly sinking, the body has an upward feeling, breathing naturally.

3, the trunk is straight, abdomen, chest, waist.

4. Relax your arms, naturally hang to the side, and naturally bend your fingers.

5. Stand up straight with your legs together, with your heels together and your toes 60 degrees apart. When a man stands, his feet can be separated, but not more than shoulder width. Standing posture in formal occasions

1, upright: the body is upright, hands are placed outside the thighs, legs are naturally close together, and heels are tight. The soles of the feet are separated? v？ Word line.

2, upright: the body is upright, hands on the abdomen.

A. A woman holds her right hand with four fingers of her left hand. How about two feet? v？ Glyph; ?

B. When a man holds his left wrist with his right hand (as shown in Figure B), his feet can be separated in parallel, slightly narrower than the shoulder width.

Wrong position

(1) The legs are too far apart;

② Stand with legs crossed; ?

③ One shoulder is high and one shoulder is low; ?

④ Relaxation of abdomen and chest; ?

⑤ The legs are constantly curved underground; ?

6 cross your legs and lean against the trunk, signboard, wall and railing on the roadside; ?

⑦ Keep swinging and twisting; ?

8 stand side by side with others; ?

Pet-name ruby knees can't be straight.

Etiquette standard of medical staff's reception sitting posture

Sitting posture is sitting posture. Refers to the posture that a person maintains after sitting. The standard sitting posture is a posture in which people put their hips on chairs, stools, sofas or other objects to support their body weight and their feet touch the ground. Fundamentally speaking, it should be regarded as a static posture. For the majority of service personnel, whether working or resting, sitting posture is one of the postures they often adopt.

Correct sitting posture

Sit firmly and gently. When sitting, take your time, walk generously from the left back of the seat to the front of the seat, sit quietly, and don't stand up and tidy up after sitting down. Smile, eyes straight, lips slightly closed, forehead slightly closed. Relax your shoulders and put your arms on the armrest of a chair or sofa. When sitting in a chair, stand up straight and chest out, and your upper body is naturally straight. Knees naturally close together. Legs straight or sideways, legs flat or overlapping. When sitting in a chair, at least two-thirds of the chairs should be filled, and the back of the chair should be light. When sitting, don't lean forward, lean back and stagger, don't spread your legs too far, don't stilt your legs, don't put your thighs together, separate your calves, and don't shake your legs all the time.

Standard sitting posture

When sitting, walk to the front of the seat, turn around, step back with your right foot, sit down gently, and then aim your right foot at your left foot. When sitting in a chair, keep your upper body naturally straight and your head straight. The expression is natural and friendly, the eyes are soft and straight, the mouth is slightly closed, the shoulders are flat and relaxed, the arms are naturally bent on the knees, and they can also be placed on the armrests of chairs or sofas, with palms down and feet flat on the ground. When you stand up, take a half step with your right foot and stand up. Generally speaking, in formal social occasions, men are required to have a punch between their legs, and women's legs are close together without gap, and their legs naturally bend. Feet flat on the ground, not forward. In daily communication, men can cross their legs, but not too high or shaking. Women's thighs are close together and their calves are crossed, but it is not advisable to straighten forward.

Lady's sitting posture

When a woman is sitting, her legs are close together, and it is advisable to put them on one side obliquely. The two feet are slightly different, that is, if her legs are tilted to the left, her right foot is placed behind her left foot, and if her legs are tilted to the right, her left foot is placed behind her right foot. In this way, people can extend the length of their legs by crossing their feet into a point, which is quite elegant. It is best for a lady not to sit with her legs crossed, because it is not elegant enough, and the inverted V shape of her legs is not recommended. If a lady wears a skirt, she should touch it. Generally speaking, in formal social occasions, women are required to put their legs together without leaving a gap. Legs bend naturally. Feet lying flat on the ground should not stretch forward. In daily communication, women's thighs are close together and their calves are crossed, but it is not advisable to straighten forward. Generally speaking, women can adopt the following sitting positions.

Standard style. Gently walk to the front of the seat, turn around and walk with your feet in a small T-shape, with your knees together and your upper body leaning forward to sit down. If you are wearing a skirt, when you sit down, you should put your hands around the skirt from top to bottom to prevent your legs from being exposed too much because the skirt is folded or folded.

Expand the type forward. On the basis of standard sitting posture, extend your calves forward, put your feet together, and don't tilt your toes.

The first ten characters. On the basis of leaning forward, the right foot retracts, crosses with the left foot, and the ankles overlap. Touch the ground with your toes. Qu Zhi style. Stretch your right foot forward, bend your left calf backward, close your thighs, and land your feet in a straight line.

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