soft skills and patient management in health care by dr. rahul joshi
TRANSCRIPT
FOR MEDICAL PROFESSIONALS
BY DR. RAHUL JOSHI
WHAT ARE SOFT SKILLS ??
RECEPTION AND WELCOME
• SMILE – its important that you make eye
contact and address with the attendee it may be the patient himself or any other.
• GREET – i.e. good morning etc and how
may I help you. (Language may differ)
• EYE CONTACT- while you communicate.
• ASSITANCE - if physically unable.
WHAT IS WRONG IN THIS PICTURE ?
ASSISTANCE IF REQUIRED
THE RIGHT WAY ??
UNDERSTANDIN
G OF THE
WORKING
• Each one must have a general basic idea of the working of there organization.
• Even a general idea about there immediate colleagues work processes.
• So that one can substitute in the others absentees.
TALKING
SKILLS
• Address the attendee with Mr. , Mrs., Ms.
• Don’t point finger , whistle ,or make any sounds to call them.
• Speak softly, politely.
• In a language that the patient can understand.
SHARING
RESPONISIBILIT
ES
• Most importantly, don’t bad mouth your team mates or your organization especially in front of the patient.
• Even if your team has not performed properly.
HUMILITY
AND
HUMANITY
• Be kind, gentle and courteous.
• Take proactive part in building your organization better.
• Be compassionate towards the ill, deprived even if you have a=had a bad day at home or otherwise.
ANSWER
ALL THE
QUESTIONS
• Try to answer all the questions and queries with the help of FAQ’S made priorly.
• If not then at least direct them to the apt person who can solve there queries.
• Answer in clear legible language and make sure that the patient understands it too.
MISCOMMUNICATION
THE RIGHT WAY TO COMMUNICATE IS ONE WHICH IS UNDERSTOOD.
NO MOBILES
AT WORK
WHAT’S WRONG WITH THIS PICTURE??
PROPER
GUIDANCE
• TIMINGS OF DIFFERENT DEPARTMENTS OR OPD’S.
• FACILITIES AVAILABLE AT THE CENTRE.
• ILLNESSES THAT ARE TREATED AND WHO TREATS WHAT. E.G. OPTHALMOLOGIST OR GASTROENTROLOGIST ETC.
• MONETORY REQUIREMENTS.
DRESSING
ETIQUETES
OPD CASE
PAPERS
• Legible hand writing and no markings on the case paper.
• Mention name, age, gender, address properly.
• Case no. and date of entry should be mentioned.
DECORUM
WHAT’S WRONG IN THIS PICTURE??
• Soft talking.
• No shouting to call your colleague.
• No eating on your working desk during working hours.
• No show of religion.
GENERAL
CLEANLINESS
• Keep your desk organized.
• Don’t keep your bags on the desk.
• Keep your surroundings clean.
• Since it reflect on your organization.
