ADMITTING UNIT STAFF RE-ORIENTATION 2025.docx

ADMITTING UNIT AS A FRONTLINE SERVICE: HOW TO DEAL WITH CLIENTS PROFESSIONALLY AND COURTEOUSLY
"Frontline service" refers to roles or activities where employees directly interact with clients or the public. These are the first point of contact between an organization and its clients, and they play a critical role in shaping the clients experience. In our setting (hospital), patients, watchers, rescuers etc. are our clients.

1. ADMITTING UNIT AS A FRONTLINE SERVICE: HOW TO DEAL WITH CLIENTS
PROFESSIONALLY AND COURTEOUSLY
"Frontline service" refers to roles or activities where employees directly interact with clients or
the public. These are the first point of contact between an organization and its clients, and they
play a critical role in shaping the clients experience. In our setting (hospital), patients, watchers,
rescuers etc. are our clients.
Key Characteristics:
Direct interaction with customers or clients
High visibility — they represent the organization
Customer-focused — providing service, solving problems, answering questions
Often high-pressure — especially during peak times or emergencies
Importance:
They shape clients perceptions of the organization.
They handle problems in real time and influencing satisfaction.
They provide valuable feedback.
The Admitting Unit in a hospital plays a vital administrative and patient-facing role, often
serving as one of the first points of contact for patients entering the facility. It is part of the
frontline services in healthcare, responsible for ensuring a smooth and accurate start to a
patient's care journey.
?????? Key Roles and Responsibilities of the Admitting Unit:
1. Patient Registration
2. Admission Processing
3. PHIC Verification
4. Patient Communication and Support
5. Liaison and Coordination
As one of the Frontline services in the hospital.............
We must uphold utmost courtesy:
Consistently treat everyone with the highest level of politeness, respect, and
consideration, refraining from offensive language or actions and ensuring a welcoming
and positive interaction. This standard is often a core value in professional settings,

2. public service, and ethical codes, aiming to build trust and positive relationships with
colleagues and the public. 
ACT OF BEING COURTEOUS
An act of being courteous means showing politeness, respect, and consideration for others in
your words and actions. Courteous behavior helps create a positive and respectful environment,
whether in personal relationships, public spaces, or professional settings.
✅ How to Be Courteous:
1.Basic expressions of respect and gratitude.
– Use polite words: Say please, thank you, excuse me, and sorry when appropriate.
2.Listen when others speak
– Demonstrates respect for their thoughts and time. Give them your full attention. Don’t
interrupt.
3.Be respectful to everyone
– Whether it's a friend, a stranger, or someone in authority, treat everyone with respect.
4.Be kind and helpful
– Offer help when someone is struggling, even in small ways.
5.Wait your turn
– In lines, conversations, or group activities, don’t push ahead or interrupt. (Shows
maturity and respect for dialogue).
6.Mind your body language and tone
– Speak gently and use positive, friendly gestures.
7.Say hello and goodbye politely
– A warm greeting or a polite farewell goes a long way. (A simple "good morning" can
set a positive tone.)
8.Respect other people’s space and time
– Don’t be too loud, don’t invade personal space, and don’t keep others waiting
unnecessarily.
9.Be appreciative
– Thank people when they help you, even for small things.
10.Apologize sincerely
– If you hurt someone, say sorry and mean it.
?????? Quick Tip:
Being courteous isn't about being perfect. It's about being mindful of others and choosing
kindness even in small moments.
You should be courteous at all times, but especially in situations where respect, kindness, and
consideration can make a difference. Courtesy isn't just for formal occasions — it's a daily habit
that builds good relationships and shows good character.

3. TIPS HOW TO DEAL WITH CLIENTS EFFECTIVELY
✅ 1. Understand the Client
Listen Actively: Let them explain their needs fully before you speak.
Ask Questions: Clarify matters (use WsH).
✅ 2. Communicate Clearly
Be Direct and Professional: Keep things polite but clear.
Use Simple Language: Avoid jargons unless they understand it(use layman’s term).
Set Expectations Early: Be upfront about timelines, costs, and scope(if applicable only).
✅ 3. Stay Organized
Track Communication: Keep records/proofs (emails, messages, and calls).
Stick to Deadlines: If you can’t, communicate early.
✅ 4. Deliver Value
Go Beyond Expectations: If possible, add small touches that show you care (go on extra
mile).
Request Feedback: (are they satisfied?)
✅ 5. Protect Yourself
Use Evidence: Always see to it that you evidence/proof that could support you.
✅ 6. Manage Difficult Clients
Offer Solutions, Not Excuses: Always focus on fixing the issue, not blaming others.

4. ✅ How to Deal with Difficult Clients:
1. Stay Calm and Professional
Don’t take it personally.
Keep your tone polite and your emotions in check. (never react emotionally)
Example:
Instead of reacting, say:
“Naiintindihan ko po ang kalagayan/sitwasyon nyo, tingnan po natin kung ano po ang mgagawa
natin pra maayos po ito”
2. Listen Actively
Let the client speak without interruption.
Show you’re listening with phrases like:
“narinig ko po kayo or sinabe nyo.”
“naiintindihan kop o nararamdaman nyo”
3. Acknowledge Their Concerns
Validating their feelings doesn’t mean you agree — it shows empathy.
Example:
“I understand this situation is frustrating for you, and I appreciate you bringing it to our
attention.”
4. Ask Clarifying Questions
Get to the root of the issue by asking calm, open-ended questions.
“Can you tell me exactly what happened?”
“Ano po ang gusto nyong mangyari?”
5. Apologize When Necessary
A sincere apology can diffuse anger.
“I’m really sorry this happened. Let’s work on a solution together.”

5. 6. Offer Solutions — Not Excuses
Focus on what you can do instead of what you can’t. (avoid being close-minded)
Example:
“Ayusin nalang po natin para hindi na lumala yong sitwasyon/problema.”
7. Set Boundaries if Needed
Know When to Walk Away: If a client becomes abusive or unreasonable, it’s okay to
politely stand your ground and end the relationship professionally.
“I’m here to help, but I ask that we keep this conversation respectful.”
8. Know When to Escalate
If you can’t resolve the issue, involve a supervisor or manager.
9. Follow Up
After resolving the issue, check in to show you care and rebuild trust.
Example:
“Just wanted to make sure everything was sorted out to your satisfaction.”
10. Learn from the Experience
Review what went wrong and improve systems or communication to avoid future
problems.
??????

Bonus Tip:
Stay solution-focused, not problem-focused. Difficult clients often just want to feel heard and
valued — once they do, they’re more likely to cooperate.

6. ?????? Telephone Ethics
Refers to the proper, respectful, and professional way of communicating over the phone.
Whether for personal or business calls, good phone manners show respect, build trust, and ensure
clear communication.
✅ Basic Telephone Etiquette Rules:
1. Answer Promptly and Politely
Pick up after 1–3 rings.
Greet the caller:
“Good morning, this is [Your Name]. How can I help you?”
2. Speak Clearly and Calmly
Use a pleasant tone and avoid shouting or mumbling.
Smile while speaking — it makes your voice sound friendlier!
3. Be Courteous and Professional
Use polite language: “Please,” “Thank you,” “Excuse me.”
Avoid slang or casual talk in formal settings.
4. Listen Attentively
Don’t interrupt. Let the caller finish speaking.
Acknowledge what they say: “I understand…” or “Let me check that for you.”
5. Keep It Short and Focused
Respect the other person’s time.
Get to the point politely without being abrupt.
6. Ask Before Placing on Hold or Transferring
Say: “May I place you on hold for a moment?” and wait for a response.
Return to the call as quickly as possible.
7. Take Messages Accurately
Write down the caller’s name, number, time, and reason for calling.
Repeat the details to confirm accuracy.

7. 8. End the Call Politely
Say thank you and goodbye:
“Thank you for calling. Have a great day!”
9. Avoid Background Noise
Find a quiet place to talk.
Don’t eat, chew gum, or talk to others while on the phone.
10. Respect Privacy
Don’t share personal or sensitive information without permission.
??????
In Summary:
Good telephone ethics = Respect + Clarity + Courtesy
They apply to everyone — at home, at work, in customer service, or casual conversation.
Dealing with difficult clients can be challenging, but with the right approach, you can manage
the situation professionally and even turn a bad experience into a positive one.
Being kind and courteous both face-to-face and on phone calls is essential for building good
relationships, showing respect, and creating a positive environment — whether you're talking to
a friend, customer, co-worker, or stranger.
??????
Remember:
Kindness + Courtesy = Respect + Trust
Whether in person or on the phone, people remember how you made them feel more than
what you said.
?????? Practicing Courteousness
Being courteous isn’t just something you know — it’s something you do every day. Practicing
courteousness helps build respect, kindness, and stronger relationships with others.
??????

Golden Rule
"Treat others the way you want to be treated."
Being courteous is always the right time — because it creates respect, peace, and understanding
wherever you go.