英文护患交流技能说明材料.docx

英文护患交流技能说明材料.docx

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英文护患交流技能说明材料

SGHSERVICEBEHAVIOURSTANDARDS（2003）

（Releasedate:

08Jan2003）

Introduction

OurQualityCommitmentof“BestOutcome,BestExperience”underlinesourpromisetodeliverthebestpossiblecaretoourpatients.

Besidesourpatientswhoareourreasonforexistence,ourotherkeycustomergroupisourstaff.Thequalityofservicedeliveryamongstinternalcustomerscanhaveacriticalimpactontheservicechainthatultimatelydeterminesthestandardofcarewegivetoourpatients.

Theprinciplesofserviceexcellencearebasedonsharedvaluesandbeliefs.Theyshouldbeaccepted,internalisedandmanifestedassecondnatureinourinteractionswhetherwithpatients,visitors,orfellowcolleagues.

PatientswillperceivethequalityofSGH’sservicesthroughtheirtotalhospitalexperiencewithus.Ourabilitytomeettheneedsofourpatientswilldetermineoursuccessasaworld-classhealthcareorganisation.

TheSGHServiceBehaviourStandards2003providestheframeworkfordeliveryofserviceexcellencetheSGHWay.Thefirstthreemodulestobereleasedare

∙Face-2-FaceInteractions

∙TelephoneStandards&Techniques

∙CoreValues-in-Action

Objectives

ThekeyobjectivesforsettingouttheSGHServiceBehaviourStandardsare:

∙ReinforceSGHCoreValues

OurSGHCoreValuesareintegraltoourcultureofqualityservice.The“Values-in-Action”modulehelpstotranslatethecorevaluesintospecificbehaviouralactionsandoutcomes.Inthisway,staffwillbeclearabouthowtodemonstratetheCoreValues.

∙Createcustomer-centricserviceculture

Customersarethecentreofanyserviceorganisation’sreasonsforexistence.Patientsasourkeycustomers,expectustodeliverprompt,hassle-freeandcaringservice.Ourabilitytodeliverworld-classpatientcarealsodependsverymuchontheinternalservicechain.Providinggoodservicetoourcolleagueswillinturndeterminethequalityofourcareandsupporttoourpatients.

∙SetclearexpectationsforalignmenttoSGHculture

TheServiceBehaviouralStandardsprovidesaclearframeworkoftheservicestandardsexpectedofSGHstaffintheirinteractionswithbothinternalandexternalcustomers.StaffwillbemeasuredbytheseyardsticksintermsoftheiralignmenttotheSGHcultureandqualityobjectives.

∙Deliveronourpromiseof“BestOutcome,BestExperience”

Satisfied,happyandloyalpatientsarelikelytoprovidepositivefeedbackandword-of-mouth.Thiswillinturnenhanceourreputationasthehealthcareserviceproviderofchoice.

SGHServiceBehaviourStandards

1.1Face-2-FaceInteractionsPages5-10

1.2TelephoneStandards&TechniquesPages11-16

1.3Values-in-ActionPages17-24

FACE-2-FACEINTERACTIONS

1.1Face-2-FaceInteractions

a）WELCOME

OurGoal

Firstimpressionsareimportant.Wewanttomakepatients,visitorsandanyonewecomeintocontactwithfeelwelcomeandcomfortable,andtoestablishtrustandrapport.

SERVICESTANDARDS

DeliveringServicetheSGHWay

1.

SMILE!

andgiveanappropriategreeting

eg.Hello!

（informal&friendly）

GoodMorning（12.00am–11.59am）

Goodafternoon（12.00noon–5.59pm）

Goodevening（6.00pm–11.59pm）

2.

Introduceyourself

eg.MynameisMsLua.I’mthe

SupervisorofthisClinic.

3.

Addresspatient/customer

appropriately

Ifpatientisknowntoyou

eg.Goodmorning,MrTan.

MayIhelpyou/Howareyou?

Ifpatientisunknown,youmayalsoenquirepolitelyhowhe/shewishtobeaddressed

eg.Goodmorning.HowshouldI

addressyou,Sir?

[NB:

Somepatientsfeelmorecomfortableifyouspeaktotheminamoreinformalway.Exerciseyourjudgementandbeflexiblewhenyoudealwiththem]

4.

Offerassistancebeforeitisasked

eg.HowmayIhelpyou?

1.1Face-2-FaceInteractions

b）CONTACTEXPERIENCE

OurGoal

Astheserviceprovider,wearethe‘host’,whileourpatientsandothercustomersareour‘guests’.Wewantthemtohaveapleasantexperiencethatmakesthemfeelspecialandcaredfor.So,weshouldtreatthemthewaywewantotherstotreatus.

SERVICESTANDARDS

DeliveringServicetheSGHWay

1.

Showcareandconcern

eg.Iunderstand…

I’msorryaboutyourexperience…

2.

Bepoliteandcourteous

eg.Hello,Sir,pleasetakeaseat…

3.

Findawaytosay‘Yes’

eg.MrTan,letmecheckthe

informationforyou.

4.

Apologiseforservicebreakdownsand

offeralternatives

eg.I’msorryforthedelay.Letme

checkifsomeoneelsecanattend

toyou.

5.

Whereappropriate,explainthesituationtothepatient/customerinaprivatearea,orawayfromthecrowd.

eg.Dependingonthesituation,offer

alternatives:

-explainhowyoucanassistthe

patient/customer

-referthepatient/customerto

anotherperson/sourceifyouar