For each of the following phrases or body language, explain what the MA should say or do instead. Answer the question that appears below the 9 items.
How does changing your approach improve customer service and morale within the office?
Answers:
I don't know - Medical Assistant should not use this type of phrase. Instead of this, she can say I have no idea. In a Better way to respond, she can tell that "I will find and inform you" if it's her duty.
I don't care - MA using this phrase shows her lack of interest towards the customer. Instead of, she can use "We care about your concern and you can approach that particular person to get help".
Body language that implies the staff member can’t be bothered with the patient’s concerns - Instead, the MA should look at the patient face and should say " Really I want to pay full attention to this matter So please wait. I will contact you once I have looked into it."
Ask someone else - This shows the unimportance towards the patient concern. Instead, MA can say "I will find out the exact person who handles this for you"?
It's not my job - This shows MA irresponsibility in her job. Instead, she can say" You can contact that particular person to get your job done".
It's not my fault - MA should not blame other staff at any circumstances. Instead, she can tell "I was not present in that particular situation. Better, you can approach the manager to speak about it".
I didn't do it - MA should find the solution for the issue even though she is not present in that situation. Instead, she can reply as "I will see If I can resolve the issues for you".
I know that - Instead, MA can say " Yes. I understand your situation. I will try to the best of my knowledge".
I'm right, you're wrong - Do not remark on the patient. Instead of " Our hospital policy doesn't allow this. But I will try to do better on this".
Change of Approach will improve patient advocacy and satisfaction. It improves customer services and reduces issues. It creates good morale in the organization and builds up the trust of the patient on the organization. It reduces the conflicts and saves time and energy of the patient. Moreover, it improves the standards of practice.
For each of the following phrases or body language, explain what the MA should say or...
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