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Qualidade Na Recepção

Qualidade Na Recepção


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About the Book

Uma abordagem objetiva para que recepcionistas e secretárias de consultórios e clínicas desenvolvam suas carreiras e, ao mesmo tempo, colaborem para o atendimento médico de excelência..Consultório médico: um local onde os pacientes entram em busca deauxílio e de orientação. Com o estado psicológico normalmente fragilizado, o paciente procura sentir-se seguro, confortável e bem atendido.Podemos traduzir tudo isso em apenas um termo: acolhimento. As pessoas, quando buscam pelo auxílio médico, não apenas desejam, mas necessitamefetivamente sentir-se acolhidas.omo explicar o que é acolhimento? Na verdade, o acolhimento passapor todos os processos do serviço médico, desde o primeiro contato portelefone até o pós-atendimento. Podemos imaginar que um paciente busca, acima de tudo, a resolução do problema que o afeta ao procurar um serviçode saúde. Logo, estaria mais interessado na capacitação técnica de quem oatende e na estrutura oferecida pelo consultório ou clínica do que propriamentenas relações humanas que ali se desenvolvem (em outras palavras, no acolhimento em si). Mas como veremos no decorrer deste livro, acolhimentoe qualidade são conceitos intimamente ligados na visão dos pacientes.E qualidade no serviço médico está diretamente ligada ao desempenhode sua linha de frente, ou seja, da equipe da recepção.O primeiro contato que o paciente faz com o consultório é para agendarsua consulta. Logo, este contato é feito com a secretária. Com um horáriomarcado, o primeiro espaço que os pacientes ocupam em um consultório é asala de espera. Novamente, é a secretária a pessoa com quem se tem o primeirocontato. Esta interação inicial é muito importante. Muitas vezes, quandoeste relacionamento começa mal, compromete todos os processos que vêmem seguida. Por esta razão, mais e mais médicos começam a perceber a importânciado atendimento adequado a seus clientes e das secretárias.Demonstrar como a secretária pode contribuir para exercer esta importantefunção no consultório é o principal objetivo deste livro. Com uma linguagemsimples e direta, você encontrará aqui orientações e dicas para tornar oatendimento digno de elogios e para garantir o sucesso profissional


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Product Details
  • ISBN-13: 9788562608063
  • Binding: Paperback
  • Language: Portuguese
  • Returnable: N
  • Weight: 222 gr
  • ISBN-10: 8562608068
  • Height: 229 mm
  • No of Pages: 122
  • Spine Width: 7 mm
  • Width: 152 mm


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