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Welcome

Welcome. Exceptional Customer Service. Kirstine Hall. Standard Objectives. Delivering a patient focused service Perceptions and expectations Maintaining a positive approach Good communication Using the telephone effectively Difficult situations. Action planning. Action Plan.

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Welcome

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  1. Welcome

  2. Exceptional Customer Service Kirstine Hall

  3. Standard Objectives • Delivering a patient focused service • Perceptions and expectations • Maintaining a positive approach • Good communication • Using the telephone effectively • Difficult situations • Action planning Action Plan What else ?????

  4. Agenda

  5. What do we mean by customer service? • Phrase often over-used and abused • Being responsive to patients’ needs • Often felt to be common sense • Being a professional • Providing a patient centred service • To be exceptional ….need to go the extra mile!

  6. Patient Centred Services

  7. Care Quality Commission's overall operating model

  8. 6 Key population groups CQC say they will look to see ‘……how services are provided to people in specific population groups. For every NHS GP practice we'll look at the quality of care for the following six key population groups.’ Action Plan • Older people. • People with long-term conditions. • Mothers, babies, children and young people. • The working-age population and those recently retired. • People in vulnerable circumstances who may have poor access to primary care. • People experiencing a mental health problem.

  9. Everything links to CQC! Directly links to CQC 5 KLOE Safe Effective Well led Patient FFT Caring Responsive NHS Choices

  10. Good and Bad Service

  11. Good and Bad Service • Exercise One • Exercise in pairs - discuss two examples: • Good service • Poor service • In feedback explain:- • What makes you reflect back on it being good or bad

  12. Delivering Good Services • What are the 10 most important skills you need to deliver exceptional services? • 1 Compassion / Empathy / Respect • 2 Knowledge / Tools to do the job • 3 Manners / Polite • 4 Listening / Reasoning skills • 5 Positive Attitude • 6 Interaction – be on my side, under them be an advocate • 7 Communication skills • 8 Awareness of Services provided • 9 Friendliness and approachability • 10 Patience

  13. So can we now define exceptional customer service? • In truth – what is excellent or exceptional depends on the individual’s perception so all you can do is aim to be the best and continually improve yourself! • Some other ideas: • Taking care of patients as you would take care of your own relatives • Being positive and friendly with every patient • Demonstrating a caring rather than indifferent attitude • Going beyond patients expectations • Treating everyone as an individual with their own needs

  14. Our services • What are we great at? • What not so good? • Compared with other surgeries • Do they do anything better than we do? Action Plan

  15. The Patient View

  16. At your practice.. • What are the patients expectations? • Want vs Need Action Plan ….what the patients need from you? What might you be able to do to help give better customer service to your patients?

  17. The Patient View – first impressions? We all know first impressions really matter ! Never forget the ELEVEN IN SEVEN RULE: “11impressions are made in the first 7seconds”

  18. Who could name this lady ?

  19. Who could name this lady ? Getting Started

  20. Six Golden Greetings Exercise 2 Role play – same conversation in 2 different versions “SPOT THE DIFFERENCE” What made the second version feel better? Jot down your 6 differences! Action Plan

  21. Quality in a service is not what you put into it – it’s what the customer gets out of it. • Peter Drucker

  22. Communication • Skills

  23. Good Communication

  24. Communicate in a positive way • Maintaining a positive approach with patients is absolutely essential – that means from the first to the very last patient each and every shift (I KNOW THAT’S TOUGH!!!!) • One thing that can make that harder is if you – like the majority of us has negative self-talk!

  25. Is the majority of your self talk negative? • To find out – Exercise 3 – • self test quiz • The results are for you unless you want to share you will not be made to !

  26. Saying it positively! “Sometimes it not the what it’s the how!” So you can say something in more ways than one!

  27. On the Telephone

  28. Your system? Action Plan • How effective is it? • On a scale on 1 -10 • What’s good about it? • What’s not? • From the patients view point? • From yours?

  29. Can you hear a  ? Words 14% Tone 86% • Yes you can! • ‘Kill them with kindness’ • Sound cheerful, willing to help • Ways of doing it effectively • Answer the phone in ‘x’ rings • “Greeting – Org Name – Your name – how can I help?” – professional and warm

  30. Making Improvements • Answering the phone • Using hold • Transferring calls • Taking messages • Patients queries • Unnecessary calls Action Plan

  31. Words and phrases to avoid! Policy Can’t Just this once I don’t know I’m just the receptionist But You should have ... Why didn’t you ... The only thing you can .. I’m not allowed to ... Bear with me I have no idea That wasn’t me …

  32. Challenging behaviour

  33. Difficult behaviour • There are many reasons why a patient/person might be upset • As the customer service profession you need to try and turn it around • What makes them challenging :- • Is it the person? / Or their behaviour? / What is the difference? • Avoiding it? / Handling it? • Wherever possible resolve it at source not hand it on or fall back on:- • “I can’t do anything” • “You need the Manager” • Giving the impression your basically not interested • Sometimes you won’t be able to solve it or they won’t listen to anyone until it’s seen to come from the top! But at least you know you did your best to try!!!!!

  34. Six Steps – How would you deal with it? Take them away from a public place Remain calm Let them vent Avoid trigger words and actions Prepare for emotions and perceptions Move things forwards page 24/25

  35. People remember much more about how they were treated than about what the initial problem was.

  36. Making Changes – Be Exceptional! • Me? • My skills • My knowledge • The Practice? • Systems and procedures • Communication • Internal • External

  37. Action Planning Final updates / additions Action Plan

  38. Thank you Any questions Kirstine Hall Kirstine@kirstinehall.com Please complete the feedback form & collect your certificate! www.thornfields.co.uk Tel: 0333 240 4055

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