Judite Manso
The importance of first contact in patient reception
- Higher Education Teacher in Marketing, Sales and Quality in Services
- Researcher in Marketing and Quality in Services
- Speaker at professional and scientific events: Communication and Customer Relations
- Creator, responsible for the Implementation of LAC Certification – Leader in Customer Service (2009)
- Founder and CEO of IPRC – Portuguese Institute for Customer Relations (LAC) (since 2009)
- Owner and Manager of ENERGICA – Training and Consulting Academy (since 2005)
- Trainer and consultant in several SMEs from different sectors of activity (since 2000)
Nationality: Portugal
Scientific areas: Dental assistant course
28 of november, from 17h15 until 18h00
Sala 3
Conference summary
According to a study published in the Journal of Medical Practice Management, 96% of complaints from health institutions are related to care and only 4% fall on the quality of service or error in diagnoses.
The quality of the service does not depend only on the technical competence of the dentist, it is essential to guarantee a human and efficient support in the whole process.
The performance of assistants for total quality is very important.
The way the patient is welcomed determines how his relationship with the clinic begins and contributes to the first image. And as James Uleman, Professor of Psychology at New York University, said, “There is no second chance to create a good first impression.”
Clinics that want to exceed expectations their patients need to qualify their teams, providing them with relationship skills, essential at the time of reception.