EFFECTIVE

SKILLS
FOR FRONT OFFICE
STAFF
 Types of patients
• Difficult to deal with : Demanding, annoying, unrealistic, loud

and objectionable.
• Desirable: pleasant, easygoing, intelligent, accommodating

and knowledgeable
• Others: timid, questioning, unprepared, lacking in knowledge

and uncertain about what they want or need.

But we have to handle all…………….
 Expectations of Patients/ Visitors
(1) Medical (Clinical) expectations: These
relate to accurate diagnosis and
treatment. This is dependent on the
medical core competence.

(2) Non-Medical expectations: These

relate to physical facilities and functional
components of services.
 What are Interpersonal Skills ?

Interpersonal skills are the skills that a person uses to interact

with other people which includes
• Ability to be a good listener
• Effective communicator

• Right attitude
• Pleasant appearance
Why Interpersonal Skills ????????
We deal with people not with machines……….
Significance of interpersonal skills in
Healthcare Industry

1.Better Patient relationship management

2.Effective communication with colleagues

3.Team Work
1.Patient Relationship
management
• Introduction

It refers to the process of increasing patient satisfaction by

coordinating the delivery of care to patients
Patients are the foundation of our medical
practice. It is very obvious that they must be
satisfied

But the question is

“ Do we always succeed?”
The process of ensuring patient satisfaction

Patient Satisfaction =

Clinical Quality + Service Quality

TQM
(Total Quality Management)
2. Effective communication
Introduction:-

Communication refers to the reciprocal exchange of

information, ideas, beliefs, feelings and attitudes between
persons or among a group of persons.

The two types of communication are:

a) Verbal

b) Non- Verbal
Verbal
 Effective Verbal Communication
Four standards of effective communication in healthcare is likely to facilitate
improvements in the exchange of information between healthcare
professionals, and information should be:
1. COMPLETE:
It answers all questions asked to a level that is satisfactory to those
involved in the exchange of information.
2. CONCISE:
Wordy expressions are shortened or omitted. It includes only relevant
statements and avoids unnecessary repetition.
3. CONCRETE:
The words used mean what they say; they are specific and considered.
Accurate facts and figures are given.
4. CLEAR:
Short, familiar, conversational words are used to construct effective and
understandable messages.
Non verbal Communication
-Actions speak louder than words

• Body Language
• Facial Expressions
• Touch
• Distance & personal space
• Appearance
• Pitch of voice
• Silence
Body Language
Facial Expressions
Touch
Appearance

Dress for Success

3. 6 C’s of Team Work
• Commitment
• Contribution
• Cooperation
• Conflict Management
• Change Management
• Connections
• Good Conversation always start with Active Listening