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Have a look at my Agenda for Meeting:

Staff Meeting 4th September 2009
Agenda:

Staff Punctuality: Working hours for all staff, excluding Cleaning, starts at 8:00am Sharp. All Staff will be at their posts by at least 7:45am. Meaning no less that 15 minutes prior to when you shift starts. Being late, meaning not being at your post when you shift starts, will result in a Punctuality warning. If I have to give any member of staff more than 2 Punctuality warnings in a 6 day period a formal verbal warning will be issued.

If you are going to be late it is your duty to phone in, not “sms” or “please call me”, no less than 30 minutes prior to the start of your shift, meaning if you start at 8:00am you must be at work by 7:45 or let know by 7:30 that you are going to run a few minutes late. There will be no exceptions.

Staff Etiquette: The Etiquette of our staff is reflective of us as a company and of this practice. Thus poor staff etiquette results in a poor image of PrimeCure in general and of PrimeCure Kuilsrivier as a clinic on its own. A poor customer service causes patients not to return to this practice resulting in a loss of revenue. From now on the following will be adhered to strictly:
• Only the 2 receptionist will sit in reception at any given time unless there are no patients in the waiting room. Having 4 or 5 people sitting/standing in Reception chatting away looks unprofessional and carries over a poor image to waiting patients and to any prospective patients that walk through the door.
• All Staff Cell phones will be put on silent and kept out of sight. If a patient comes up to the reception desk and sees the receptionist busy on her cell phone it again looks unprofessional and creates a poor customer image of the clinic.
• No Private phone call. If a call must be made it will be kept to a bare minimum, no longer that 5 minutes and no more than 2 calls per day, again this is only if a call must be made.
• Staff Attitude towards patient is a very important part of customer service. When answering the phone be polite and as helpful as possible. If a customer walks though the door greet him/her/them with a smile. Be polite and informative.
• Never, Never argue with a patient. In customer service the customer, or in our case the patient, is always right. No matter how difficult or rude the patient is you do not argue him/her. If the patient gets aggressive call you manager and he will handle the situation. Do not run to the Doctor, unless you manager is off site.
• Reception is to be manned at All times. The only exception being when 1 receptionist is on lunch and the remaining one takes a file through, which should take no more than a minute as most.
• Do not let the phone ring more than 3 rings before answering. If you busy with a patients ask them to hang on for 1 second while u answer the phone.

Lunch & Tea Times: 1 hour lunch and 30 minute tea time each day. So 15 minutes tea in the morning and 15 minutes in the afternoon. Tea time is not lunch time or brunch or breakfast time. You only go on tea if there is someone to cover you position in the interim. Meaning if you work in Reception make sure your colleague remains in reception for the 15 minutes. If you work in the dispensary ask one of your colleague’s to cover for the 15 minutes. After 15 minutes you will be back at your post. Smokers, tea time is your smoke break time.

Leaving Clinic: The only time you are permitted to leave the clinic is in your lunch time or if you have permission from the clinic manager. When going on lunch make sure your position is cover, meaning only 1 receptionist takes lunch at a time. The Dispensing clerk can only take lunch if she has gotten someone to work for her during her lunch. Leaving the clinic at anytime with out letting either one of the receptionist or the clinic manager know will result in a verbal warning.

Managing of the Patient & Waiting Room: When a patient walk into the clinic help them immediately, do not tell them to go sit down and you will call them. Use the Mass diary effectively. When the patient reports put them on Mass immediately, if they are private have them pay so long. Tell the patient there is X amount of people in front of him/her and that it should take X amount of time. Give them the option to go out and come back, but if they go out ask them to report back to reception when they get back so that the file can be taken through.

Lastly I would like to thank all of you for your hard work during a very busy August.
 
OmegaFenix22 said:
Have a look at my Agenda for Meeting:

Staff Meeting 4th September 2009
Agenda:

Staff Punctuality: Working hours for all staff, excluding Cleaning, starts at 8:00am Sharp. All Staff will be at their posts by at least 7:45am. Meaning no less that 15 minutes prior to when you shift starts. Being late, meaning not being at your post when you shift starts, will result in a Punctuality warning. If I have to give any member of staff more than 2 Punctuality warnings in a 6 day period a formal verbal warning will be issued.

If you are going to be late it is your duty to phone in, not “sms” or “please call me”, no less than 30 minutes prior to the start of your shift, meaning if you start at 8:00am you must be at work by 7:45 or let know by 7:30 that you are going to run a few minutes late. There will be no exceptions.

Staff Etiquette: The Etiquette of our staff is reflective of us as a company and of this practice. Thus poor staff etiquette results in a poor image of PrimeCure in general and of PrimeCure Kuilsrivier as a clinic on its own. A poor customer service causes patients not to return to this practice resulting in a loss of revenue. From now on the following will be adhered to strictly:
• Only the 2 receptionist will sit in reception at any given time unless there are no patients in the waiting room. Having 4 or 5 people sitting/standing in Reception chatting away looks unprofessional and carries over a poor image to waiting patients and to any prospective patients that walk through the door.
• All Staff Cell phones will be put on silent and kept out of sight. If a patient comes up to the reception desk and sees the receptionist busy on her cell phone it again looks unprofessional and creates a poor customer image of the clinic.
• No Private phone call. If a call must be made it will be kept to a bare minimum, no longer that 5 minutes and no more than 2 calls per day, again this is only if a call must be made.
• Staff Attitude towards patient is a very important part of customer service. When answering the phone be polite and as helpful as possible. If a customer walks though the door greet him/her/them with a smile. Be polite and informative.
• Never, Never argue with a patient. In customer service the customer, or in our case the patient, is always right. No matter how difficult or rude the patient is you do not argue him/her. If the patient gets aggressive call you manager and he will handle the situation. Do not run to the Doctor, unless you manager is off site.
• Reception is to be manned at All times. The only exception being when 1 receptionist is on lunch and the remaining one takes a file through, which should take no more than a minute as most.
• Do not let the phone ring more than 3 rings before answering. If you busy with a patients ask them to hang on for 1 second while u answer the phone.

Lunch & Tea Times: 1 hour lunch and 30 minute tea time each day. So 15 minutes tea in the morning and 15 minutes in the afternoon. Tea time is not lunch time or brunch or breakfast time. You only go on tea if there is someone to cover you position in the interim. Meaning if you work in Reception make sure your colleague remains in reception for the 15 minutes. If you work in the dispensary ask one of your colleague’s to cover for the 15 minutes. After 15 minutes you will be back at your post. Smokers, tea time is your smoke break time.

Leaving Clinic: The only time you are permitted to leave the clinic is in your lunch time or if you have permission from the clinic manager. When going on lunch make sure your position is cover, meaning only 1 receptionist takes lunch at a time. The Dispensing clerk can only take lunch if she has gotten someone to work for her during her lunch. Leaving the clinic at anytime with out letting either one of the receptionist or the clinic manager know will result in a verbal warning.

Managing of the Patient & Waiting Room: When a patient walk into the clinic help them immediately, do not tell them to go sit down and you will call them. Use the Mass diary effectively. When the patient reports put them on Mass immediately, if they are private have them pay so long. Tell the patient there is X amount of people in front of him/her and that it should take X amount of time. Give them the option to go out and come back, but if they go out ask them to report back to reception when they get back so that the file can be taken through.

Lastly I would like to thank all of you for your hard work during a very busy August.
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bwahahahahahahahahahaha.... very good agenda there Omega :D and ur quiet a cheeky bastard lmao :p show them whos das boss hehehehehe...
 
sycogrim said:
yeh i have 2 sayings in my office.... If u dont like it ur more than welcome to hand in ur resignation and the other is FIFO (Fit in or Fuck off) short sweet and to the point :)
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Sounds like IT. I work with a bunch of women. Can u imagine if i tell them that.
 
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