Employees are expected to provide our patients with the best
possible service and to treat patients in a courteous,
respectful manner at all times.
A calm, serene atmosphere is good for our patients and
minimizes the confusion of the most chaotic day. Please help
create a healthy, appropriate atmosphere for our patients by
speaking quietly, accomplishing your duties with the minimum
of noise and activity, and moving about the office in a
professional, controlled manner.
1. Employees should always remember that the patient comes
first and is entitled to the same thoughtful treatment
that the employee would like to receive.
Negative words and attitudes should be avoided. For
example, instead of telling the patient 'Hold on' or
'Just a second', substitute 'Are you able to hold?'
Other examples: instead of saying 'No', use the phrase
'I'm so sorry'. Instead of 'There is nothing we can
do...' offer a positive alternative: 'Here's what we can
2. When a patient approaches an employee with a question or
complaint, the employee should give the matter his/her
immediate attention. If a patient becomes abusive or
argumentative and the employee cannot properly handle the
situation, the patient should be referred to the
3. Employees should be particularly careful to exercise
courtesy and thoughtfulness in using the telephone.
The following procedures should be observed whenever
A. When answering the telephone, the name of the
office and the name of the speaker should be
B. If the person with whom the caller wishes to
speak is on another line, ask the caller if
she desires to be placed on hold;
C. If a caller has been placed on hold, offer to
take a message if the person being called is not
available within a reasonable time;
D. When a caller leaves a name, number, or message
of any kind, make sure it is recorded correctly
on a duplicate message pad and given to the
appropriate individual; and
E. When using the telephone, all employees should
take and place their own calls.
F. VERY IMPORTANT: 'Smile when speaking on the phone.'
Approved By Governing Board