Etiquette and Manners
ETIQUETTE AND MANNERS
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Introduction
Etiquette
Etiquette in hospitals means standardized professional behavior that reflects courtesy, respect, empathy, and discipline while interacting with patients, attendants, visitors, colleagues, and seniors.
Manners
Manners are the individual behavioral expressions such as politeness, tone of voice, body language, patience, and emotional sensitivity shown during service delivery.
1. Importance of Etiquette and Manners in Hospitals
Builds patient trust and confidence
Reduces patient anxiety and stress
Improves patient satisfaction scores
Enhances hospital reputation and branding
Minimizes conflicts and complaints
Supports ethical and legal compliance
Improves team coordination and morale
2. Core Principles of Hospital Hospitality Etiquette
2.1 Respect and Dignity
Address patients by name, not bed number or diagnosis
Respect age, gender, religion, culture, and beliefs
Maintain privacy during examination and procedures
2.2 Empathy and Compassion
Understand patient fear, pain, and emotional state
Show concern through words and expressions
Never appear rushed or indifferent
2.3 Professional Appearance
Clean uniform, proper grooming, ID badge visible
Minimal jewelry and neat hairstyle
Hygiene standards strictly followed
2.4 Clear and Polite Communication
Simple language, no medical jargon
Soft and respectful tone
Active listening without interruption
3. Department-Wise Etiquette and Manners
3.1 Front Office / Reception
Smile and greet every patient
Use phrases like:
“Good morning, how may I help you?”
“Please have a seat, I will assist you shortly”
Never ignore waiting patients
Maintain confidentiality of patient information
3.2 Nursing Staff
Introduce yourself before care
Explain procedures before performing
Ask permission whenever possible
Maintain bedside manners
Be patient with repeated questions
3.3 Doctors and Consultants
Proper greeting and introduction
Allow patient to express concerns
Avoid harsh or alarming language
Maintain eye contact
Show availability and reassurance
3.4 Ward Attendants / Housekeeping
Polite and respectful behavior
Knock before entering patient rooms
Avoid loud talking or casual language
Maintain cleanliness silently and efficiently
3.5 Security Staff
Polite but firm communication
Assist patients and visitors with directions
Avoid aggressive posture or language
Handle crowd control calmly
4. Telephone and Digital Etiquette in Hospitals
Telephone Etiquette
Answer calls within 3 rings
Introduce department and self
Speak clearly and patiently
Never disconnect abruptly
Digital Etiquette
Confidential handling of patient data
Professional language in emails and messages
No sharing of patient information on social media
5. Cultural and Emotional Sensitivity
Respect religious practices and dietary restrictions
Be sensitive during:
End-of-life care
Breaking bad news
Emergency situations
Avoid judgmental or biased behavior
6. Do’s and Don’ts of Hospital Etiquette
Do’s
✔ Greet patients and attendants
✔ Maintain calm behavior
✔ Be punctual and reliable
✔ Apologize for delays
✔ Maintain confidentiality
Don’ts
✖ Do not shout or argue
✖ Do not use slang or rude words
✖ Do not ignore patient concerns
✖ Do not discuss personal matters at workplace
✖ Do not show favoritism
7. Impact of Poor Etiquette in Hospitals
Increased patient complaints
Legal and ethical issues
Negative hospital image
Loss of patient trust
Reduced quality of care
8. Role of Hospital Administration
Regular soft-skills training
Hospitality orientation programs
Patient feedback mechanisms
SOPs for behavior and communication
Monitoring and corrective actions
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