a simple yet effective way to help your front office staff respond to
the questions they're likely to hear over and over with honest, heartful
answers that don't sound programmed and cold.
Why did I have to arrive so early? Why do I have to wait so long?
Why is your online registration portal so darned confusing? And on
and on. It's easy for your receptionist to respond to all the griping and
grumbling with abrupt answers. The last thing you want is your
patients to tell their friends and family and Facebook "how rude those
front desk people are at Great Valley Surgery Center."
If the smile your receptionist flashes to meet and greet patients
shrivels into a scowl with each complaint she hears, help her with
these words or phrases she can use in her daily interactions and con-
versations with patients.
OSM
Ms. Williams (angleamarw@gmail.com) is a licensed risk manager and
patient experience expert from Pensacola, Fla., who has held leadership posi-
tions at several Florida surgery centers.
M A Y 2 0 1 9 • O U T PA T I E N T S U R G E R Y. N E T • 1 1 1
