Attributes

1. Attitudes

Attitude is a most important attribute in all service.

No matter how well a person is dressed, groomed or speaks, if the front desk staff treats the patients very poorly or badly, the perception received would be unfavourable

2. Oral communication

Proper articulation is important in conversing with customers. This is especially so to ensure that their messages are conveyed clearly. This would include instructions of how to use medicine and understanding of terms of possible treatments needed.

Furthermore, Singapore with her broader base of races, it is important to at least be able to converse in basic proper English

3. Personal Grooming

Personal grooming is especially important for a hospital too, this is because hygiene is essential in institutions such as a hospital or clinic.

4,5 Attire, Dress code

For attributes such as dress code, we find it least important because most services do provide their front desk with a uniform or at most a blazer. And in a hospital, the first impression of the appearance of the front desk will not be as crucial as compared to those of a hotel because there will be others serving the customer/patient during their stay there.

Comparison!

	BB PolyC	SGH	CD PteLtd
handling calls and answering all enquires	O	O	O
Manages appointments for various consultants for various sessions.	D	O	O
Keep track of bookings for special investigations wards & surgical theaters.	D	O	O
Handles rescheduling and cancellations.	D	D	O
Presents multiple user friendly views of appointment dairy.	D	D	O
Generates detailed reports on correspondence tracking.	D	D	O
Classifies correspondence into subject address and category.	D	D	O
Generates reports throwing light on the patient's movement.	D	D	O
Includes task tracker to schedule all tasks.	D	D	O
Supports mail-merge facility to send common messages to bulk recipients.	D	D	O
Has a powerful address bank module that helps to organize all contacts for easy access	D	D	O
Includes event reminder for important activities.	D	D	O
Incorporates activity logging.	D	D	O
Collect payment of the medical bill	D	D	O
Giving out medicine and explaining to patient how and when to use	D	D	O

Concierge	O	X	X

O – Served
X – Not served
D – Served under a different counter

From here we can actually see that the Front desk receptionist of a private clinic would have many more responsibilities for one person and the services for bigger institutions like Polyclinics and Hospitals have more staff handling the same issues.

Private Clinic

Clifford dispensary pte ltd
77 Robinson road #06-02 77 Robinson
65350365
















Private clinic – 20th December 4p.m

Service Rated:

****


Kai Xin and Sabrina went to the private clinic at 4p.m. Once we entered the clinic, there are only 3 patients on the waiting list. It was not crowd. We went forward and ask the front desk receptionist, her name is Candy about what are her duties as a front desk receptionist. She replied us with much courtesy and in a polite manner.

The duties:
Next Kai Xin went continued to enquiry about if a women period has not come for 3 months, what are the problems and causes it could be? She was able to answer without hesitation. She asked Kai Xin a few personal question and list out some possibilities. This shows that she got good knowledge. She even recommended Kai Xin to see a doctor to conduct further investigate to find out the main problem. She was very enthusiastic to resolve the problem for Kai Xin. We asked her for the fees to consult doctor, it is $15. Blood test depending on which type ranging from $20- 100 over.

Service Include:
* handling calls and answering all enquires
* Manages appointments for various consultants for various sessions.
* Keep track of bookings for special investigations wards & surgical theaters.
* Handles rescheduling and cancellations.
* Presents multiple user friendly views of appointment dairy.
* Generates detailed reports on correspondence tracking.
* Classifies correspondence into subject address and category.
* Generates reports throwing light on the patient's movement.
* Includes task tracker to schedule all tasks.
* Supports mail-merge facility to send common messages to bulk recipients.
* Has a powerful address bank module that helps to organize all contacts for easy access.
* Provides link to important / favorite web sites.
* Includes event reminder for important activities.
* Incorporates activity logging.
* Collect payment of the medical bill
* Giving out medicine and explaining to patient how and when to use

Attitude: Very good, patience with our enquiry, friendly, stress free, able to comfortable patient tension and worries.

Dress code: green colour uniform (top and skirt)

Attire: Very presentable with the neatly pressed green uniform.

Personal Grooming: All ladies- the hair are tidy up and light make up

Oral or communication skills: There was a bit of Singlish and Chinese mixed together in her speech. Her speaking could be improved with training. But despite her manner of speaking which may not be perfect, her emphasis on the pronunciation of the names English medicine was articulated very clearly.

Bukit Batok Polyclinic

50 Bukit Batok West Avenue 3
Singapore 659164

Call Centre: 6355 3000

Service Rated:

***

At 8.30am We (Amaris and Poh Chong), went to BB polyclinic to consult a doctor.

There are two front desk to spilt out the work and be more organize during peak hours. Walked in the entrance, there is a small front desk which the nurse will do the registration, recording down patience’ IC no and also asked about the reason to seek doctors. Queue number will also be given at the point.

The front desks personal are friendly and show concern about patient. For example, she will show concern like telling me to take care of myself and drink more water or eat more fruits. We felt very please and comfort as most of the clinic We went, the front desk personal just do their job scope without showing their concern to patient.

Later, we proceed to the second front desk, which will wait for our turn.

Second Front desk personal will then asked for the appointment card if have one, will checked about the personal particulars and later will categories the suitable doctor for the patients. We went there very early so there are only a few people there. When it’s our turn, we went there and the lady gives me a warming smile and asks me for my particulars and stuff and she is very polite. We think front desk was friendly.

Service Include:
* handling calls and answering all enquires (First front desk)
* Manages appointments for various consultants for various sessions. (Second front desk)
* Keep track of bookings for special investigations wards & surgical theaters.
* Handles rescheduling and cancellations.
* Presents multiple user friendly views of appointment dairy.
* Generates detailed reports on correspondence tracking.
* Classifies correspondence into subject address and category.
* Generates reports throwing light on the patient's movement.
* Includes task tracker to schedule all tasks.
* Supports mail-merge facility to send common messages to bulk recipients.
* Has a powerful address bank module that helps to organize all contacts for easy access.
* Incorporates activity logging.
* Collect payment of the medical bill
* Giving out medicine and explaining to patient how and when to use

[Last 2 are done BUT at different counters]

Attitude: Both their attitudes was good as they answered our queries and showed concern to the patients.

Dress code: Mostly seen are white color uniform and there are green color also. Ladies with long hair will tie up to a pony tail. Male have to have short hair and neatly combed.

Attire: The hair of the first lady serving us was short and abit messy. But overall around, the ladies tied hair were very neat

Personal grooming: Neat and clean. (Hygienic)

Oral or communication skills: The first front desk auntie speaks Singlish but no Chinese is included. Those are the second front desks are young ladies who speak very fluent and good English. But they spoke a little bit too fast which elderly may have difficulties understanding it. They can try to improve by speaking slower with more emphasis in the pronunciation.