Service Excellent Bagian Pendaftaran RSU Allam Medica Bumiayu

Summary

RSU Alam Medika Bumiayu emphasizes delivering exceptional customer service through a series of well-defined standards for patient registration. Key elements include making a strong first impression, greeting patients warmly, and ensuring professionalism through neat uniforms and respectful interactions. The staff follows a structured approach to personalizing interactions, confirming patient details accurately, and offering assistance with polite requests. Every step, from greeting to farewell, aims to create a positive, respectful experience, ensuring patient satisfaction and reinforcing the hospital's commitment to service excellence.

Takeaways

• 😀 Professional appearance is crucial for creating a good first impression with patients, including wearing clean and appropriate uniforms.
• 😀 Greet patients with a smile and a polite time-based greeting, maintaining eye contact and showing respect through hand gestures.
• 😀 It is essential to introduce yourself by name and use the patient's name to create a personal connection.
• 😀 Staff must stand when greeting patients to demonstrate attentiveness and respect.
• 😀 During registration, confirm the patient's details and ensure accuracy by repeating the information.
• 😀 Use both hands to handle patient documents respectfully, showing professionalism and care.
• 😀 Ask politely for signatures and guide the patient on where to sign using a pen.
• 😀 Maintain a proper posture during the entire interaction—sit upright and keep hands open when speaking with patients.
• 😀 Always offer further assistance to patients and ensure their needs are fully addressed before they leave.
• 😀 At the end of the interaction, return documents respectfully, bid farewell with a polite greeting, and stand as the patient departs.
• 😀 The service standard emphasizes empathy, respect, and professionalism to enhance the patient's overall experience.

Q & A

What is the primary goal of implementing service excellence at RSU Alami Medika Bumiayu?

The primary goal is to ensure that patients have a positive experience during their visit, leading to higher satisfaction with the healthcare services provided.

Why is the first impression so important in patient registration?

The first impression is crucial because it sets the tone for the entire interaction. A positive first impression can make patients feel welcomed and valued, which impacts their overall satisfaction.

What specific appearance standards are staff required to follow?

Staff are expected to wear clean, professional uniforms, with neatly arranged ID cards and minimal accessories. Their appearance should be tidy and appropriate, with formal shoes and socks.

What is the proper greeting protocol for staff when a patient arrives?

Staff should stand when the patient arrives, greet them with a time-appropriate salutation, and perform a respectful hand gesture with palms joined in front of the chest for 7 seconds. Eye contact should also be maintained.

How should staff address the patients during the registration process?

Staff should introduce themselves by name and address the patient by their name throughout the interaction, showing respect and attentiveness.

What is the recommended posture for staff while interacting with patients?

Staff should maintain an upright posture, sitting straight without leaning back, and avoid crossing their arms. Their hands should be open or relaxed, and they should keep eye contact with the patient.

Why is it important for staff to confirm patient details during registration?

Confirming patient details ensures the accuracy of the information being entered, which helps prevent errors in treatment or care. It also shows attentiveness and care for the patient's needs.

What should staff do when asking a patient to sign documents?

Staff should politely ask for the patient's signature by saying 'Mohon maaf' (Excuse me), pointing to the specific area where the signature is needed, and ensuring the patient understands where to sign.

How should staff handle patient documents once the registration process is completed?

After completing the registration, staff should return the patient's documents respectfully using both hands and ensure that any additional assistance is offered if needed.

What is the final step when the patient is ready to leave after the registration process?

Before the patient leaves, staff should thank them, stand up, and perform the respectful hand gesture again as a final sign of courtesy.