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Ensuring our patients have a world-class experience

Kristina Vidic is Outpatients and Front of House Supervisor at Cromwell Hospital. Here, she explains her role and how she ensures our patients have a world-class experience at the hospital.

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What do you do in your role as Front of House Supervisor?

I have several responsibilities in my role, including:

  • Setting goals for performance and deadlines in ways that comply with the hospital's plans and vision.
  • Organising workflow and ensuring that employees understand their duties or delegated tasks.
  • Monitoring employee productivity and providing constructive feedback and coaching.
  • Managing performance and developing direct reports, ensuring employees achieve results while maintaining a high level of morale.
  • Managing relationships.
  • Supervising and evaluating the work activities of hospital personnel. This includes medical, nursing, technical, service, and maintenance personnel.
  • Establishing and supervising work schedules to ensure shifts are always covered.

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How does your role help support a seamless patient experience?

There are several guidelines I follow to help ensure a seamless patient experience:

  1. Manage patient expectations – Explain what they’ll be doing and how long the wait will be. Map it all out so the patient understands how they will be spending the next 30 to 60 minutes.
  2. Start a conversation with patients and caregivers – Communicating with patients is a crucial part of the overall patient experience. If they are already a patient, front staff greet the patient by name. It is important step of demonstrating an interest in them by starting a conversation.
  3. Minimise wait times – We make sure that we have solid scheduling guidelines in place to avoid overbooking providers. If things are running behind, we would call or update the patient and let them know, so that they can come in a few minutes later or at least be prepared for the wait.
  4. Demonstrate empathy for how the patient feels – This ensures patients are much more likely to accept your recommendations.

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