The Guide

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Smile. Remember to smile when dealing with patients, both in person and on the phone.
Be personal and proactive. Try to use age-appropriate greetings when possible and always ask how you can help.
Stay visible. Try to remain available at all times.
Be helpful. Never say, ‘I don’t know’ without adding, ‘but I can find out for you’.
Prioritise. A patient standing in front of you takes precedence over someone on the phone.
Be firm but fair. Don’t let patients monopolise your time if others are waiting.
Use the support available. Call for back-up support if long queues are forming.
Stay alert. Try to read body language so you can see if someone needs help.
Respect privacy. Don’t discuss patients or their treatment in front of other people.
Stay motivated. Wherever possible, try to give people more than they expect.
Always be respectful. All patients deserve attention, regardless of their age or appearance.

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