سال انتشار: ۱۳۸۶

محل انتشار: دومین همایش سراسری طب اورژانس

تعداد صفحات: ۲

نویسنده(ها):

MORAD ALI AHANGARAN –

چکیده:

Many healtheare providers continue to feel uncotnfortableaboul calling
patienls cistomersand resist adopting cistomer-oriented behavior and
partictice. In the new healthcares evironment ,patienrs are no longer the luchy
and greateful recipients of benevolent. Autocratic caregivers.patientstoday are choiees in sceleting where they reccive madical care , and they often have HOW CUSTOMERS DEFINE QUALITY?
I was treated like a person
I was kept informed.
I understood what was told to me.
I was treated with respect
I got what I wanted.
BUILDING A CUSTOMER RELATIONS PROGRAM FOR THE EMERGENCY DEPARTMENT
Customer relattionsprograms must be founded on valueb that are clearly stated and redily understood by the emergency department care providers. Furthermore , the valuse reflect the patients’ needs and concerns ,as wellas the needs and concerns of other external and internal customers.
Set thetone whenthe patient chechs in.
Maximize triage.
Don’t lose them at Registration.
Keep patient and families informed.
Convery the feeling that time spent with the patient is important.
Addressnonmedical needs.
CUSTOMER – FIENDLY COMMUNICATION SKILLS
Listening
Critical listening
Empathetic listening
Perceptivelistening
Verbal skills
Body language
VERBBAL LISTENING AND BODY LANGUAGE SKILLS
G GREET the patient in a friendly manner.
U USE the patient’s name make eye contact
E Let the patient now what to EXPECT
S USE active listening SKILLS
T close the interaction with instruction and a handshake (TOUCH)
POINT OF INTERVENTION
Identify the problem and address it imeendiately.
Establish that you understant something has broken down in the communication process.to the extent possible. Wipe the state to resolve issues.
To whatever extent possible ,attempt to meed their expectations.
To the extent that you are not able to meet their expectations, offer reasonable alternatives .