Soft skills and Patient Management in Health Care by Dr. Rahul joshi

1. FOR MEDICAL
PROFESSIONALS
BY DR. RAHUL JOSHI

3. WHAT ARE SOFT SKILLS ??

5. RECEPTIONANDWELCOME
• SMILE– its important that you make eye
contact and address with the attendee it may
be the patient himself or any other.
• GREET – i.e. good morning etc and how
may I help you. (Language may differ)
• EYE CONTACT- while you communicate.
• ASSITANCE - if physically unable.

6. WHAT IS WRONG IN THIS PICTURE ?

7. ASSISTANCE IF REQUIRED

8. THE RIGHT WAY ??

9. UNDERSTANDIN
G OF THE
WORKING

10. • Each one must have a general basic idea of the
working of there organization.
• Even a general idea about there immediate
colleagues work processes.
• So that one can substitute in the others
absentees.

13. TALKING
SKILLS

14. • Address the attendee with Mr. , Mrs., Ms.
• Don’t point finger , whistle ,or make any
sounds to call them.
• Speak softly, politely.
• In a language that the patient can
understand.

16. SHARING
RESPONISIBILIT
ES

18. • Most importantly, don’t bad mouth
your team mates or your
organization especially in front of the
patient.
• Even if your team has not performed
properly.

19. HUMILITY
AND
HUMANITY

21. • Be kind, gentle and courteous.
• Take proactive part in building your
organization better.
• Be compassionate towards the ill,
deprived even if you have a=had a
bad day at home or otherwise.

22. ANSWER
ALL THE
QUESTIONS

23. • Try to answer all the questions and queries
with the help of FAQ’S made priorly.
• If not then at least direct them to the apt
person who can solve there queries.
• Answer in clear legible language and make
sure that the patient understands it too.

24. MISCOMMUNICATION

25. THERIGHT WAY TO COMMUNICATE IS ONE
WHICH IS UNDERSTOOD.

26. NO MOBILES
AT WORK

27. WHAT’S WRONG WITHTHISPICTURE??

29. PROPER
GUIDANCE

30. • TIMINGS OF DIFFERENT DEPARTMENTS OR
OPD’S.
• FACILITIES AVAILABLE AT THE CENTRE.
• ILLNESSES THAT ARE TREATED AND WHO
TREATS WHAT. E.G. OPTHALMOLOGIST OR
GASTROENTROLOGIST ETC.
• MONETORY REQUIREMENTS.

32. DRESSING
ETIQUETES

34. OPD CASE
PAPERS

35. • Legible hand writing and no
markings on the case paper.
• Mention name, age, gender, address
properly.
• Case no. and date of entry should be
mentioned.

36. DECORUM

37. WHAT’S WRONG INTHISPICTURE??

38. • Soft talking.
• No shouting to call your colleague.
• No eating on your working desk during
working hours.
• No show of religion.

39. GENERAL
CLEANLINESS

41. • Keep your desk organized.
• Don’t keep your bags on the desk.
• Keep your surroundings clean.
• Since it reflect on your organization.