QUALITY ASSURANCE BOOKLET

A to Z INDEX

A FORWORD FROM JACQUI BOOTH

5

A-Z INDEX

26 10 18 12 15 10 13 14 12 19 11 23 11 24 2 3 1

BOOKING ANNUAL LEAVE CASE NOTE TRACKING

CONFIDENTIALITY - DO'S & DON'TS CONTACTING PATIENTS BY PHONE

CONTAT DETAILS & IMPORTANCE OF UPDATING CHANGES

CONTENT

COVER PAGE

CUSTOMER CARE - RECEPTION & TELEPHONE PROCEDURES CUSTOMER CARE - RECEPTION & TELEPHONE PROCEDURES

CUSTOMER SERVICE

ELHT TRUST VISIONS, OBJETIVES, VALUES AND PRINCIPLES

EMAIL ETIQUETTE FIRE WARDENS

FULL & PARTIAL BOOKINGS DEFINITIONS

HEALTH & SAFETY PROCEDURES

INTERPRETER - BOOKING INSTRUCTIONS

INTRODUCTION JARGON BUSTER JARGON BUSTER

9

21 22

MEET THE MANAGEMENT TEAM MEET THE MANAGEMENT TEAM MEET THE MANAGEMENT TEAM

6 7 8

RECEPTION SECURITY

16 16 17 25 11 20 15

NTR

NTR—PROCEDURE TO FOLLOW OUT PATIENT DEPT NUMBERS SAFER HANDLING FACILITATORS

SOCIAL MEDIA

TELEPHONE ETIQUETTE

WHO IS WHO - INTRODUCTION TO THE MANAGEMENT WHO TO CALL TO ADVISE YOU ARE UNABLE TO WORK

4

10

26