Personalized Greeting

Five Senses

Our senses enable us to identify danger, judge safety, and feel pleasure and joy. They have strong physiological and emotional effect.

Much of our ability to fight illness and endure treatment rests in our mental emotional state, so being cognizant of and tapping into the power of the senses should be a fundamental consideration when creating a healthy environment.

A healthy environment plays a positive role in pain management, recovery time, and the emotional response to treatments and medications. Patients, visitor and staff will all benefit from consideration of their experience and environment.

The physical environment and non-verbal communication can pose particular impression on the quality of service. Visual elements of non-verbal communication include gestures, facial expression, body posture and eye contact.

• • • • • Presentable and professional look
        • Keeping the patient’s environment tidy
        • Considering the light in patient’s room

Our ability to communicate with other people is heavily dependent on our ability to understand speech, which is one of the most complex sounds we have to listen to. Understanding the sense of hearing affects the  mood, pace, and can go beyond culture and language barriers between us and our patients.

• • • • • Tone of Voice
        • Way of greeting
        • Introducing soothing sounds into the environment (For example, making a baby sleep for M&B services)
        • Increasing sound privacy and confidentiality (give respect in overhearing the client’s private conversation)

Sense of smell connects customers to an emotional experience. Pleasant smells often create happy or positive memories, while unpleasant odors can do just the opposite and repel customers.

• • • • • Hygiene
        • Using mild perfume
        • No using of strong pain reliever cream or oil
        • Managing the physical environment (clean surrounding, smoke-free, cleaning standards etc.)
        • Using of aromatherapy (wellness service)

Most patients who have medical conditions suffer from decreased appetite. Factors like medication, treatments, and stress can influence the desire to eat. The sense of taste affects the quality of life and it is an important factor in recovering from an illness.

• • • • • Maintain patient’s good oral hygiene
        • Avoiding dry mouth by providing appropriate hydration
        • Change or loss in appetite of a patient affects the mood and approach with our staff

The sense of touch comprises the perceptions of pain, temperature, pressure, vibration, and body position. The caring power of touch allows a health care provider to not only assess a patient, but shows how much we  want to attend to their needs. Having the staff, patients and visitors through a sensual experience can promote relaxations and comfort while maintaining an aiding function.

• • • • • Provide positive emotion from touch
        • Meeting the personal and physical needs of patients (physical assessment, wound care, physiotherapy etc.)
        • Ensuring temperature is appropriate

Verbal Greetings

“Hello/Marhaba. I’m ____ from Manzil Healthcare Services” as a standard greeting

“Welcome to Manzil family” for every new client / patient admitted

“Take care” for after conversation.

“It’s my pleasure” as a reply to thank you

 

The video shows the importance of first greeting.  What we say and how we say it matters to our patients and their families.

When expressing ourselves we should be:

Authentic

• Talking directly to the audience
• Emphasize connection to the reader
• Comforting and kind
• Supportive and delivered in a friendly way

Simple

• Information is delivered in layman’s terms
• Refrain on using terms that are too clinical
• Aim to use words that are understandable to our patients and their families
• Straightforward

Confident

• Tone is assuring and honest
• Outline details on the expertise
• Provide the accurate and complete information