What good have a doctor’s Office well structured, well located, have a great relationship, attracting patients, and, ultimately, sinning in attendance? Of course it is important to promote, attract, serve, but we must not forget of loyalty.
your treatment begins well before the arrival of the patient in his Office and ends much later. Stay tuned to detail, and provides good moments for your patient, after all, the trip to the dentist is already related to so much pain, suffering and prejudices, not
?the
to pre-serve is fundamental in the conquest and retention of new and old patients. Many do not return to Office to feel badly treated, without the care that they deserve: environment disorganized, dirty, coarse, poorly educated professionals, without compromise, with serious errors of English (this is a “issu” seriously).
today, with our exhausting routine, we don’t need a Secretary but a facilitator (a) (a): a dynamic, agile Professional (a), that really solve problems instead of just bringing them. Fundamental to this is to be mature and trustworthy. The ideal is to have someone to take care of the administrative/reception and another for the clinical part itself, but we know that this is not always possible, not only by high costs, but also by the difficulty in finding good professionals and actually trained and committed to developing its activities
.
is very common dentists choose its auxiliaries by appearance or by indication, but not always goes right. Sell health, dreams,
expectations.
Our team should be trained for this. Many employees are demanding their rights, increase, vacation, holidays, etc, but don’t bother to do their part as well as many dentists are not valorise professionally and/or financially
its employees.
Should make the work environment enjoyable for the whole team to play its role in the best possible way. Our patients are grateful, and we indicate!
the primary must be performed by someone who has some basic attributes:
- Learn to speak, read and write English correctly
- be able to resolve everyday questions such as: scheduling, payments and inventory control, without interrupting the professional
- be able to express themselves clearly and learn listening
- Has good looks: discrete and comfortable shoes and clothes in pastel tints or, clean hair and nails clean and trimmed, prisoners, discrete accessories. For women: discrete makeup, clear enamel (if desired) and nothing of transparencies and/or necklines.
- Learn to control your “tastes” and attitudes during the Office hours and do not mix personal problems with
- Has nice smile and gentle speech, look confident.
- do not confuse good service with involvement, relationship with the patient
- Game Has waist to circumvent the
- to be attentive to detail and has resolutividade (meets the phone promptly, transmits messages correctly and don’t let things “for later or to tomorrow”).
- Keep secrecy about patients and teammates
- Has organization, responsibility, commitment, proactive
- really Like than does and is interested in upgrading, acquire new knowledge, this not only for growth/personal development, but also to contribute to the success of our
.
at any time.
when needed.
professionals.
.
different situations.
.
.
service.
why not pay refresher courses, phone, customer service, administration of the Office? We are investing in new equipment, materials, technologies, our specializations, our congresses, but professional and that is our right arm and left? Once again we must not forget that, generally, the first contact of our future patient is with the team, and the first impression is that it is, isn’t it?
Other important factors: adequate infrastructure, clean and organized (don’t need luxury), location of easy access, parking, availability schedules, scheduled
.
sounds complicated, but just remember that we are also patients: what I would like to have as a patient, what kind of treatment, of
environment?
the reception room is also a place that deserves special attention: it will be the first impression of your patient about your doctor’s Office and on you, inclusive. Magazines and well preserved, with cover, without tears and scribbles, adequate lighting and ambient sound, location clean and well maintained; attention also to the lavabo: a benchmark to assess the hygiene conditions and organization of the Office. Forgotten and neglected, the waiting rooms are usually cold and little suitable to receive the dental patients, that in general there are unsafe, eager, grudgingly, by obligation, with pain, fear or all perceptions together.
in recent years, mainly with the trend to the humanization of care, medical and dental, pastel shades as light green, light yellow, salmon are most used, avoiding the “white hospital”. Indirect lighting, frames, decorative plants and give a touch more in reception, but be careful not to overdo and pollute the environment! Many dentists dump on everything that doesn’t want more
at home!
the decoration also depends on the public that attends: for children and adolescents need books, comic books, parts to assemble, but beware of zÅni model, pens, crayons and noisy toys! His reception is likely to turn a chaos and, often, it is difficult to control mess of the son of the other. Care for the elderly and patients requires special access ramp, wider doors, support bars in lavabo, good lighting. For a differentiated public, for example, why not make access to the internet? Everything will depend on who are your patients
.
not always the beauty and luxury make the difference, enchanting their patients. To a lower middle class, sophisticated décor, with granite flooring, winter garden, marble sink would make this patient feel good?
Toilets, drinking fountains or even a simple layover with water, coffee and juices are comforts that should not be missing in the waiting room. Today, television already so common in medical offices, is not always specified: must have discretion in volume not to Bedlam reception and logical, in the choice of who will be assisted. Imagine calling the patient’s right in the middle of a football replay, in the last chapter of the novel, or even stop a drawing or children’s program?
Another important Tip: hide what only dentists think pretty, as photos of surgeries and rehabilitations, plaster models assembled articulators, propaganda/folder of dental, dental magazines and newspapers. Who spoke to patients like that? Incidentally, magazines must be chosen according to the public that attends. General Affairs magazines normally, curiosities and travel usually give certain, since up-to-date and well preserved
.
Our care by the Office has just educating patients. If a patient is a clean, organized desk or lavabo, hardly will play role in the ground, let sink or toilet dirty, but it’s always good to our (a) help to make a “local survey” from time to time. It is also necessary to take care of our tone of voice and sound volume or television. Imagine the shouting and confusion to a location that should inspire tranquility …
Some small details make much difference to the patient. Eucatex partitions, for example, are much used, but give impression of something. The ideal is to use plaster partitions, which are a few centimeters thicker and look like masonry, which causes better patient
printing.
beware of the flowers. Artificial arrangements, for the most beautiful and natural that some are, often become dirty and dusty, giving the impression of lack of professional care; Therefore, give preference to natural
arrangements.Attention
with dirty walls or peeled, tangle of wires and telephone to computer shows, mess at the table, basket of rubbish “overflowing”, lack of glass, paper towels, toilet paper … looks pretty, but oddly enough, is the minimum that we should be doing. The treatment begins at to pre-serve, never forget
.
the patient not satisfied with our service makes comments unpleasant, because it was exactly what he expected. When it surpasses expectation means that you and your team managed to excellence, and the patient, the more satisfied, disseminate their services spontaneously. Empower your product and selling really
smiles.
“the difference is not in the product/service or price, are in attendance and on excellence. Stay tuned for that. ” (Marcos Antonio de Souza Rocha).
//
> > Marina Montenegro Rojas >/Surgeon-dentist and specialist in pediatric dentistry. Director of the Social Department – prevention and APCD pines. Member of project coordination – Odontocomunidade CIOSP. Surgeon-Dentist of PSF Albert Einstein. Teaching of the courses of ASB/TSB – Organic – APCD and ABO. Researcher at the clinic of trauma in deciduous and in ART – FOUSP. Consultant in Pediatric Dentistry site “múltiplos.com.br”. //marinamr2006@gmail.com > >
