Patient satisfaction is the utmost priority for health care organizations. Within the scope of patient interaction with hospitals, their primary point of contact for voicing concerns and complaints are receptionists. Thus it is imperative that before commencing their job, receptionists must be trained to communicate effectively, courteously answer the telephone, deal with patient concerns, handle the counter and operate IT applications among other responsibilities.
To prepare the receptionists for the various contexts that they may encounter in the real world, the Nursing Education Services (NES) in partnership with the CIME conducted the AKU’s first-ever simulation-based orientation sessions. This programme utilised the “Briefing – Simulation – Debriefing” teaching strategy. The learners used vital customer service and administration skills to welcome patients to the simulated clinics and wards. They were expected to display excellent verbal communication skills, be active listeners and work accurately and methodically. They were provided with tasks such as connecting callers and visitors with the right employees, as well as handling basic customer service problems and requests adeptly.
This programme aimed to equip receptionists with the required skills that will help them to deal with patients in an appropriate manner, enhance critical thinking, improve technology-handling skills, communication, telephone etiquette, effective patient dealing, and counter handling. This training will ultimately benefit a patient’s health, improve communication-related to patient matters, increase patient satisfaction, reduce delays in care and length of patient stay.
Patient satisfaction is the utmost priority for health care organizations. Within the scope of patient interaction with hospitals, their primary point of contact for voicing concerns and complaints are receptionists. Thus it is imperative that before commencing their job, receptionists must be trained to communicate effectively, courteously answer the telephone, deal with patient concerns, handle the counter and operate IT applications among other responsibilities.
To prepare the receptionists for the various contexts that they may encounter in the real world, the Nursing Education Services (NES) in partnership with the CIME conducted the AKU’s first-ever simulation-based orientation sessions. This programme utilised the “Briefing – Simulation – Debriefing” teaching strategy. The learners used vital customer service and administration skills to welcome patients to the simulated clinics and wards. They were expected to display excellent verbal communication skills, be active listeners and work accurately and methodically. They were provided with tasks such as connecting callers and visitors with the right employees, as well as handling basic customer service problems and requests adeptly.
This programme aimed to equip receptionists with the required skills that will help them to deal with patients in an appropriate manner, enhance critical thinking, improve technology-handling skills, communication, telephone etiquette, effective patient dealing, and counter handling. This training will ultimately benefit a patient’s health, improve communication-related to patient matters, increase patient satisfaction, reduce delays in care and length of patient stay.
