1. Registering First Impressions
Emergency Department

2. Objectives: Watch the video “Registering First Impressions”
Discuss the importance of 1st Impressions!
Look at Customer Service Strategies
Explore Assisting Telephone Customers
Look at Customer Service Tips
Discuss “The 10 Sins of Customer Service”

3. First Impressions Count!!
In the first 7 seconds of contact, a person forms 11 impressions about us and our organization!
We need to make sure that we are giving the best 1st Impression possible by using techniques such as:
Scripting during registration/admission
Assuring that the patient is aware of what is going to happen to them

4. ED Registration Scripting
The following script should be used for every patient being registered for the ED:
“May I please have your name and reason for visit? For the moment, I’ll be signing you in and placing an ID bracelet in order to start the evaluation and treatment process. May I have your ID and insurance card? Please keep your insurance card handy. You will be called as soon as possible by the clinical staff. So as not to interfere with evaluation and treatment, one of our PA Reps will meet with you later (either in the waiting room or in the treatment area) to complete the registration process.”

5. Patient Satisfaction Public Pledge
In addition to Admission Scripting, we are also required to tell patients about the Patient Satisfaction Public Pledge:
“You may receive a patient satisfaction survey in the mail. It is our priority to provide you a very good experience, especially as it relates to your registration process. We want your feedback to let us know how we are doing. If we are not currently meeting or exceeding your expectations, please let us know now, so we can improve your overall experience.”

6. Customer Service Strategies
The actual patient satisfaction survey question posed is “Courtesy of Person Who Took Your Insurance Information”. There are some strategies that we can apply to help us get rated as “very good”.
Greet the patient using their appropriate name and title (Mr., Ms., Mrs., etc). If unsure how to pronounce the name, apologize and inquire (e.g. “I’m sorry, I don’t know how to pronounce your name, would you help me?”). If someone else accompanies the patient, extend the same greeting to them.

7. Customer Service Strategies
There are other ways we can improve upon Customer Service:
Remain calm and show respect.
Take time to explain things
Use kind words and an empathetic tone
Project a professional image
Diffuse any situation quietly
Leave a positive impression

8. Assisting Telephone Customers
Telephone customers have specific customer service needs.
Make sure that you are aware of your vocal tone, pitch and volume.
Answer the phone according to our phone etiquette guidelines.
Identify yourself, and your department.
State “GBMC” for an external call

9. Assisting Telephone Customers
When you give specific directives, use the patient’s name.
Verbalize what you are doing.
Try never to make a customer repeat information because you weren’t paying attention.
When placing someone on hold, give a realistic timeframe and provide a mental picture.
Give reassurance.

10. Assisting Telephone Customers
Saying farewell to telephone customers:
Recap the call
Ask one last time to offer help
Give your name again
Thank them for their business
Let the customer hang up first before you release the call

11. More Customer Service Opportunities
Respect Privacy:
Knock before entering a patient’s room.
Keep personal complaints out of the public work area.
Keep all information confidential.
Don’t allow patients to eavesdrop on other patients.
Take time to help:
Stop and help those who look confused.
Do what you promise you’ll do.
Ask if you can do anything else to satisfy a patient’s needs.
Give careful directions to other departments or take the patient there personally.

12. More Customer Service Opportunities
Respond Quickly:
Anticipate needs and fill them before you’re asked.
Explain timelines (give accurate timeframes, explain what will happen as a patient waits).
Don’t make patients wait unnecessarily (don’t ask for repeat information, maximize bedside registration).
Practice Good Listening Skills:
Let the patient speak without interrupting.
Don’t judge the patient.
Ask clarifying questions.
Always make eye contact.

13. The 10 Sins of Customer Service
“I don’t know.”
“I don’t care.”
“I can’t be bothered.”
“I don’t like you.”
“I know it all.”
6) “You don’t know anything.”
“We don’t want your kind here.”
“Don’t come back.”
“I’m right and you’re wrong.”
“Hurry up and wait.”

14. In Summary…
Great 1st Impressions and Customer Service are key elements used to provide patients with the best possible registration experience.
Be aware of how to properly handle any situation and use the tools provided to assist you in every patient encounter!

15. Thank you for Attending!!!
We hope that you enjoyed this Customer Service training session.
Please let us know if you have any questions about the topics covered!!