EMPLOYEE HANDBOOK

Procedure Number:

S-10

Page:

2 of

3

Effective Date:

5/29/1991

Revised: 4/13/2020

Last Reviewed:

3/12/2021

8. At the end of the appointment, at the Patient Financial Services window and/or the Appointment Desk window warmly and with sincerity say, “Is there anything else I can do for you today? (if no, then) Would you like to fill out a patient survey on how we did today? (provide them a survey) If there is nothing more the pa tient wants, then say, “Thank you for choosing the University Eye Center for your eye care .” 9. Speak English at all times unless speaking with the patient in their own language. 10.Avoid conversations with other parties that might unduly alarm patients. 11.Avoid extraneous discussion concerning patients in patients' presence or in public areas. 12.Address the patient and all others by appropriate title (e.g., Mr., Mrs., Dr., etc.) and last name. 13.On the telephone, always identify yourself, UEC, your service, and ask what you can do. When saying goodbye always check if there is anything else the person needs. Script for hello: “Good morning, University Eye Center, Primary Care, this is (your first name). How may I help you today?” Script for goodbye “Mr./Miss/Mrs. (patient’s last name), is there anything else I can do for you today? (if the answer is no) Thank you for selecting the University Eye Center for your eye care. Goodbye.” 14. Patient calls should not be transferred “blindly”. You must introduce the call to the next person handling the call. 15.Do not criticize the institution, equipment, facilities, other departments, or persons in front of patients. 16.Be prompt to work. Students and clinical faculty are to report to their assigned Service promptly in order to see patients at scheduled times. Support staff are to report to their assigned areas at the hours assigned to ensure that patients are processed in a timely manner. 17.Abide by the University Eye Center dress code and present a professional appearance.

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