Communicate:
Our ability to communicate information effectively to both our patients and our co-workers will help us build rapport with that person and allows for fewer mistakes and misunderstandings. It is important that we take the time to listen attentively so we can communicate our knowledge effectively. Effective, direct communication can create a bond with the person we are speaking with. Our patients will benefit from clear communication and instruction so that we can provide the best medical care possible.
Advise:
Our knowledge will allow us to advise patients specific to answering their questions. If we’re not sure what the correct response may be, medical providers will always advise us on the best course of action for patients and it is up to us to communicate this information to them effectively with clear and precise direction. If we’re unsure on how to handle a patient's concern, a manager or supervisor is always available to advise on how to handle situations that may require assistance or additional follow-up.
Review:
We have found that it is imperative to always review our work before submitting, whether it be an email to a patient or a prescription to the pharmacy; therefore, we have built layers of checks and balances to review and assess the work prior to completion. As policy, we continuously review our processes and protocols to ensure we are optimizing potential and completing tasks efficiently. When change is necessary, we review that process and look at all possibilities to ensure it’s being done the best way possible. When it comes to reviewing with a patient; we maintain dialogue to ensure the patient thoroughly understands the information being relayed. We will not end the call until the patient comprehends the information provided.
Ensure Satisfaction:
At Defy Medical, we will always strive to ensure patient needs and expectations are exceeded and that provide exceptional patient care. If we make a mistake, we will identify and acknowledge the error and find solutions to the problem. Then we identify ways to avoid making the same mistake in the future. It is our responsibility to communicate effectively and provide follow up when necessary to ensure the patient is satisfied with the level of medical care and customer service they receive from us.
