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Understanding the importance of quality service.

Being understanding and patient towards difficult customers.

First impression plays a huge part in building rapport with the customers.

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Sarah, Afiqah, Xin hui, nicky, hayden, amirul

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Sarah, Afiqah, Xin hui, nicky, hayden, amirul

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Having a fixed mindset/open mindset

the ability to mitigate the 3 types of unruly customers

Impact of our organisation on being digitalized

how detrimental it is for us to perform our roles justly and professionally so that we won't bring harm to our organization or colleagues

Service value chain, to set a standard and expectation

Types of Standard: Operational and Behavioral

Attitude, Behavior, Consequence

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Our Core Values

-Pride

(We take pride in saving lives and property )

-Care

(We Care for our people and those we serve)

-Service Value Chain

(Multiple Stakeholders at different levels to play a part in upholding organisation 's service standard)

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We learn the importance of service standards and sharing with each other experiences helps us to better understand how to handle/approach certain situation.

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1. Think of scenario

2. Rephrase in a positive way

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Background: While taking a patient’s history, the patient repeatedly interrupts to describe unrelated symptoms and past experiences

Paraphrase: " I understand your concern. Please allow me to explain my concern, so I can understand your situation better."

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Can you just wait as minute/ second?

NOK hurries us and hovers over us before we can assess the PT properly

ANS: Sir/Maam, give us some time to assess and treat the patient before we can send to the nearest hospital and you can take a seat first and calm down while we do our job first okay?

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Scenario - patient asks what will the procedures be once they are handed over to the hospital staffs.

Wrong answer- I dont know

How we can answer instead- I am not too sure but I will help you check with the staff once we arrive at the hospital.

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scenario : pt record is in h1 ( sgh ) bt we are around Bukit batok

crrt ans : all hosp hv access to the health records .

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1. Nok asking if 2 people can accompany patient to hospital, persistent in asking as one cannot be left alone

2. We understand your situation, as it under our guidelines that we can only transport with 1 NOK, we can give you other suggestions to accompany them such as being at the hospital with other means of transport.

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Do you have any concern regarding this matter sir? if there is, we can address this concern together.

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Situation:

The medic did/ask something wrong without realizing to the patient and is being told off by the paramedic for it

Wrong answer: You should have not have done this

Proper way:

1. Next time it might be better to do this instead

2. In future situations do consider doing this