Premium patient reception: guide, streamline, reassure
Enable participants to receive every patient professionally, guide them effectively, streamline their journey and adopt reassuring communication suited to the context of a medical testing laboratory.
Participants learn to provide a warm, consistent and professional welcome, to identify the request quickly and to ease the patient’s movement between the various stages of the laboratory.
- professional conduct at the front desk
- active listening and rephrasing
- directing and accompanying the patient
- clear and reassuring communication
- basic management of patient flow and priorities
- coordination with the cash desk, sample collection and other departments
- adapting reception to different patient profiles
- contributing to the laboratory’s image and reputation
1
Day 1
Guiding, smoothing and reassuring
5 modules · 15 h
Complex complaints, conflicts and aggressive behaviour are covered in depth in workshop A4.
Provide a school enrolment certificate, a copy of a diploma or a training certificate. Staff already in post may also provide proof of professional experience. No prior technical skills in medical biology are required.
- reception staff and receptionists
- medical secretaries
- cashiers and administrative staff
- staff responsible for directing patients
- sample collection staff
- patient experience managers
- students and recent graduates wishing to work at the front desk of a healthcare facility
This programme strengthens skills and employability; it is not an automatic promise of recruitment.
