Office communication must be direct, sincere, and accurate. Communication must also be done in a way that creates value for the patient (or customer). Identifying bad communication will help show steps that should not be taken in the future.
You are training a new member of the medical team. Your boss has stressed to you that it is important for all new employees to understand ineffective communication and its outcomes.
Give 2 examples of ineffective communication that could result in bad customer service in a medical office. Discuss strategies for overcoming perceived service issues.
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Example 1. A patient is led to the exam room and told to undress, so the doctor can perform an examination. The patient is left waiting for over an hour. Finally, the physician comes in, leading a patient that requires a special procedure that can only be done in that room. This leads to embarrassment for both the waiting patient and the physician.
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Example 2. A young college graduate who has not yet landed a job in the designated career works part time in a restaurant with low wages. The student learned of a recent part time opportunity to work in an after school sports program for youth, requiring climbing skills. As a condition of …
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