1. Designing Learning Programs Resource – Staff perceptions
2. This resources supports Consult with the client to identify and analyse the needs
of both the organisation and the learners
Transcript of conversations with Carol Pallie’s dental staff about their
workplace environment and the way they handle customer relations.
How is the problem perceived by staff?
Lyn the receptionist says…
I can take anything up to 150 calls per day. This involves taking bookings, answering
general queries and filling requests for our informational brochure.
The dentist and hygienist have their own client lists. Sometimes I can have up to 40
people coming into the clinic for appointments. I also have to file patient records and
prepare documentation for the accounts department.
No matter how busy I am, I’m always friendly because I enjoy helping people. I try to ring
our clients back, however, I know that some of the other staff don’t. I occasionally have
help - Perry is great but he takes too long with the clients.
I understand how efficient offices function – it’s all about pulling together as a team. I
just can’t do it on my own. I need more help from the rest of the staff!
Angie the dental nurse says…
I ave za niceness of people, pero zare are many and I ave not za time.
All za files are put away, za client’s records are right. No problema! Za Inglés on paper
bueno. No like speak on za phone. Za phone rings all day, it makes you crazy!
Translation
I enjoy looking after people, but there are so many of them I don’t have the time to deal
with them properly.
I help where I can, particularly with client records – they are always filed away. My
written English is better than my spoken English. I don’t answer phone calls, no matter
how busy it gets.
Louise the trainee dental nurse says…
I’m here to get clients ready for their consultation. I’m very efficient but I’m still friendly
and caring. If I can, I’ll answer their queries about their treatment, but for complicated
procedures, I’ll always refer them to Maria.
But I’m definitely not here to discuss the other services that might or might not be
available at the clinic. I’m definitely not here to be a receptionist – I’m not studying to
answer phones all day!
I’ll also file client records when I’m asked to by Maria. If Perry or Steve asks me, then I
just reply that it’s Lyn’s job to do that, not mine.
Perry the hygienist says…
Learning and Innovation – Developing Learning Programs Version 1 April 2008
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2. Designing Learning Programs Resource – Staff perceptions
You always have to remember your clients come first! My clients really like me because I
spend time with them explaining about their treatment.
I especially look after those who don’t speak English very well. Elderly people always love
a good chat. They really enjoy listening to my stories about the unfortunate things that
have happened to some of my clients.
I always do my own paperwork and I try to help out Lyn in reception when I can.
Unfortunately, that’s not very often.
Steve the trainee dentist says…
I can’t stand people who don’t listen and ask the same questions over and over again.
How many times does one person need to be told something!
It sounds like I’m not very tolerant, but I think I am. I just don’t like others to waste my
time – time is not only money but as a student my time is also valuable!
I write up my notes, but it’s not my job to file them.
Maria the dentist says…
I get really busy and returning clients’ calls is not one of my strong points. But isn’t that
why I have staff?
Surely they should be handling the routine enquiries, that way I’m free to deal with the
important things, like treating clients and following up on their care.
In dentistry, you need to be very caring and considerate of others. Good interpersonal
skills are essential so you can calm anxious clients and reassure them that everything will
be okay. I’ve also found that using x-rays, teeth models and diagrams to explain about
problems or treatments helps clients to grasp a better understanding of their condition.
I’m meticulous about looking after clients’ records – it’s very easy to lose or misplace x-
rays. I write up my notes and usually I file them myself that way I know the job has been
done. But on extremely hectic days, I ask Angie or Louise to do it for me.
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