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Our key issue is our office front desk is unwelcome and patients are not feeling safe and confident with the negative environment. When there isn’t a welcoming atmosphere for patients, they will not trust the medical professionals and will feel hostile towards medical professionals that want to help them, this will cause lack of confidence and uncertainty of the medical professional that actually wants to help them. To fix these issues we can find videos for our receptionist to re-train, explaining the importance to medical professionals why they need to have a welcoming attitude verbally and non verbally. Also teaching the importance of having a welcoming, clean, respectful, friendly environment for patients to feel trustworthy of the offices they are bringing themselves to and their children. Finally we will know if the changes we made have been effective by having patients give feedback on why we improved on and what would be improved. When implementing these roles we will have our reception team watch a video once a day on how to effectively have a welcoming atmosphere and attitude and administrative staff will make sure all employees have watched a video everyday until the positive feedback has been received. Some challenges that may have to be dealt with are receptionists not listening to the advice from the videos, or their attitudes not changing with the patients and their families. If this were to happen we may need to implement a consequence motion so that workers get their jobs done.
Alani, Elizabeth, Antonia, Hailey, Trinity
Ms. Lauryn group