In previous posts, I defined
who your customer really is and explained the most basic need of customers. As
a follow up, it is important you know that there are certain skills required by
management and employees that will enable you render excellent customer
service.
Much like a surgeon needs
the right skills and tools to perform a successful surgery, every hospital
employee will need to acquire the necessary skills to satisfy the customer. One
of such skills is the ability to build relationships; with co-workers and
patients.
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| Courtesy: Lucas |
I had stated in another
previous post that one of the elements of medical services is ‘inseparability’. That means you cannot
render service without coming into personal contact with the patient (at least
in most cases). As a result, medical employees need to learn, acquire, or develop
the skills necessary for building relationships.
Building relationships means
getting to know your patients as people; seeing them as real people and not
just as medical cases. The better you get to know them, the better you can help
them. Developing relationships builds patients trust in you. Here are a few
tips:
1.
Be Nice and Friendly
The
first step to building relationships is to be nice to patients and their
relatives. This begins with knowing the names of your patients. Patients have
names and it is always nice if you call them by their names instead of
referring to them as “madam” or “the man with the red cap”. In addition, learn
to correctly pronounce their names. Their name is the sweetest sound to them
when correctly pronounced. Knowing their name gives them a feeling of importance
and makes them know that you genuinely care enough to know them.
2.
Smile Always
It
is also important that you always have a smile on your face when dealing with
patients. A friendly smile is often reassuring and relaxing to patients. When
they are relaxed, it becomes easier to get information from them.
3. Listen
The
next key to building relationships is listening.
Listening is a skill on its own. Please resist the temptation to dismiss
the patient before they even get to the kernel of their complaint. I know how
difficult it is to listen to a patient blabbing away when you have a busy
clinic. But you should do all in your power to steer the patient towards the
important facts while maintaining a listening ear. Things to do while listening
are making eye contact when patients are
speaking, nodding to encourage them to speak more, asking questions to clarify
certain points and repeating certain aspects of their conversation. (I hope
to write extensively on how to be a good listener in a future post).
4. Pay Compliments
We all want to hear how nice we are, how lovely our
dress is and how smart we work. It is the same with patients. Learn to give
honest and sincere compliments like “You are doing a good job with your diet
plan” or “thanks for coming promptly for your appointment”. Don’t criticize, condemn
or complain about them.
5. Small Talk
During downtime, indulge in small talk with
patients, their relatives and friends. Let them see your ‘human’ side, your ‘informal’
side. Avoid being serious and business-like all the time. When you talk, talk
in the terms of the other person’s interest. Let it be clear that you genuinely
care.
6. Bedside Manner
Finally, adopt a congenial bedside manner. This
means being pleasant and responsive to the needs of your patients.
In conclusion, building relationships with patients
will ultimately affect your profit margin, positively.
See you soon….
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