IPD DISCHARGE

Greet : Greet with warm welcome. Use patient/guest's name

Smile : Genuine smile with eye contact
Thank : Sincere thank you as an appreciation
Go the Extra-Mile Service : Actively seek opportunities to 'wow' the patients/guests
The service flow may varies in each hospital in accordance with layout, system and service applied in respective hospitals.
No. Service Step & Flow Expected Service Behavior
Call patient by queue no.
GST and maintain eye contact
Stand up
Verify patient's details
Highlight any important
information in the bill.
1 Discharge process
Always receive and return
document with both hands
Service Script
Bahasa English
"No. antrian …." "Queue no. ….. "
"Selamat pagi/siang/sore/malam Bapak/Ibu. Silahkan "Good morning/afternoon/evening Sir/Madam.
duduk". Please take a seat".
"Maaf dengan Bapak/Ibu siapa? Terimakasih" "May I have your name please? Thank you"
"Mohon dibantu dengan dokumennya Bapak/Ibu ..... "Mr/Mrs ..... (patient/guest's name), may I have
(nama pasien/tamu). Pemulangan pasien atas nama..... your discharge form, please? May I confirm
(sebutkan nama pasien). Mohon ditunggu sebentar. Mr/Mrs..... (patient's name) will be discharged
Terimakasih" today?
"Please hold while I process your discharge. Thank
you."
Pembayaran Pribadi : Self Paying:
"Bapak/Ibu ..... (nama pasien/tamu), terima kasih sudah "Mr/Mrs ..... (patient/guest's name), thank you for
menunggu. Total biaya perawatan pasien atas nama waiting, the total bill for ..... (mention the patient's
(sebutkan nama pasien) adalah sebesar Rp. ….. Deposit name) is .... rupiah, and after deducting your deposit
yang sudah diberikan adalah sebesar Rp. ….. Masih ada is …. Rupiah." (proceed to explain billing
sisa biaya perawatan sebesar Rp. ….. (lanjutkan breakdown charges)
dengan penjelasan rincian tagihan pasien) "Is there anything you may wish to clarify
"Apakah ada pertanyaan Bapak/Ibu..... (nama pertaining to the bill Mr/Mrs ..... (patient/guest's
pasien/tamu)?" name)?"
"Untuk pembarannya akan dilakukan secara tunai atau "Would you like to make payment by cash or card?"
non tunai?"

Highlight any important Jaminan Perusahaan/Asuransi: For Corporate/Insurance:

information in the bill.
Maintain eye contact.
Listen attentively and be polite
"Bapak/Ibu ..... (nama pasien/tamu), terimakasih sudah
menunggu. Total biaya perawatan pasien atas nama .....
(sebutkan nama pasien) adalah sebesar Rp. …..
(lanjutkan dengan penjelasan rincian tagihan pasien)
"Apakah ada pertanyaan Bapak/Ibu ..... (nama
pasien/tamu)?"
"Tidak ada pembayaran pribadi yang harus Bapak/Ibu
lakukan. Pembayaran akan kami tagihkan ke
Perusahaan/Asuransi Bapak/Ibu"
"Mr/Mrs ..... (patient/guest's name), thank you for
waiting, the total bill for ..... (mention the patient's
name) is … rupiah. (proceed to explain billing
breakdown charges)
"Is there anything you may wish to clarify
pertaining to the bill Mr/Mrs ..... (patient/guest's
name)?"
"There is no payment at your end, your bill will be
sent to your Company/Insurance".

Always receive and return the
payment with both hands and
reconfirm the acceptance
Ensure charges are key in correctly "Apakah Bapak/Ibu ..... (nama pasien) akan
2 Payment Process (Self Paying)
before presenting bill to patient
Untuk Pembayaran Secara Tunai Cash Payment
"Bapak/Ibu ….. (nama pasien/tamu), saya terima dulu "Mr/Mrs ….. (patient/guest's name), I received …
uangnya" rupiah for your payment."
"Uangnya sebesar ….. Rupiah ya Bapak/Ibu (nama "Here is your change ….. rupiah and your receipt"
pasien/tamu)"
"Silahkan Bapak/Ibu …..(nama pasien/tamu)
kembalinya sebesar …. Rupiah dan bukti
Untuk Pembayaran Secara Non-Tunai
pembayarannya." Card Payment
"Mohon dibantu dengan kartu debit atau kreditnya "May I have your card, please?"
Bapak/Ibu?" "Payment by credit/debit card on behalf of (read the
"Kartu debit/kredit atas nama ..... (sebut nama yang ada name on the card)".
di kartu)" "May I check you are using PIN or signature,
Mr./Ms. ……(patient / guest's name)"
menggunakan PIN atau tandatangan?" "Please hold while I process the payment."
"Mohon diitunggu sebentar, saya akan proses
pembayarannya"

Highlight necessary information in "Total pembayaran ... rupiah. Silahkan masukkan PIN / "Total payment is …. rupiah. Please enter your
the receipt tandatangan di sini" pin/signature here"
"Silahkan kartu dan bukti pembayarannya "Here is your card and receipt Mr/Mrs …..
Bapak/Ibu….. (nama pasien/tamu)" (patient/guest's name)."
Smile and maintain eye contact

3 Sending patient off
"Baik Bapak/Ibu (nama pasie/tamu), untuk proses "Mr/Mrs (patient/guest's name), the discharge
Smile, thank and maintain eye contapembayarannya sudah selesai. Ada lagi yang dapat process is completed. Is there anything else I can
dibantu Bapak/Ibu (nama pasien/tamu)?" assist you with?"
Offer assistance "Terima kasih Bapak/Ibu (nama pasien/tamu). Selamat "Thank you Mr/Mrs (patient/guest's name)"
pagi/siang/sore/malam"
Stand up and thank the patient
 CASHIER
Greet : Greet with warm welcome. Use patient/guest's name
Smile : Genuine smile with eye contact
Thank : Sincere thank you as an appreciation
Go the Extra-Mile Service : Actively seek opportunities to 'wow' the patients/guests
The service flow may varies in each hospital in accordance with layout, system and service applied in respective hospitals.
Service Script
No. Service Step & Flow Expected Service Behavior
Bahasa English
Call patient by queue no. and greet "Nomor antrian .... Selamat pagi/siang/sore/malam Bapak/Ibu. "Queue No. ….. Good morning/afternoon/evening
Smile and maintain eye contact Mohon dibantu untuk dokumen pembayarannya?" Sir/Madam. May I have your file please?"
Stand up
Verify patient's details for doctor's prescriptions "Dokumen atas nama Bapak/Ibu ..... (nama pasien)? Kami "May I confirm that this file is for Mr/Mrs …..
1 Receiving patient akan mempersiapkan resep dan pembayarannya terlebih (patient's name)? Please be seated while we
Always receive and return document with both dahulu. Silahkan duduk kembali, akan saya panggil untuk prepare your bill and medication. Thank you."
proses pembayarannya. Terimakasih." (lanjutkan ke proses (proceed to payment process in accordance with
hands
pembayaran di sistem sesuai SPO) SPO)
Stand up and thank the patient
"Pasien atas nama Bapak/Ibu ….. (nama pasien). Terimakasih "Mr./Ms. …… (patient's name). Thank you for
telah menunggu. Total biaya dokter dan resep sebesar ……… waiting. Total bill for consultation and
Address patient by name and inform the total bill rupiah. Untuk pembayarannya akan dilakukan secara tunai medication is ….. Rupiah. Would you like to
atau non-tunai Bapak/Ibu?" make payment by cash or card Sir/Madam?"

Untuk Pembayaran Secara Tunai Cash Payment

Always receive and return the payment with both "Bapak/Ibu, saya terima uang pembayarannya sebesar …. "Sir/Madam, I received … Rupiah for your
hands and confirm the acceptance Rupiah." payment."
"Silahkan kembalinya sebesar …. Rupiah dan bukti "Here is your change ….. Rupiah and your
pembayarannya. Terima kasih" receipt. Thank you."
Stand up and thank the patient

Untuk Pembayaran Secara Non-Tunai Card Payment

2 Payment Process
Ensure charges are key in correctly before
presenting bill to patient
"Mohon dibantu dengan kartu debit atau kreditnya
Bapak/Ibu?"
"Kartu debit/kredit atas nama Bapak/Ibu ..... (sebut nama yang
ada di kartu)"
"Apakah Bapak/Ibu .... (nama pasien) akan menggunakan PIN
atau tandatangan?"
"Mohon ditunggu sebentar Bapak/Ibu, saya akan proses
pembayarannya"
"May I have your card, please?"
"Payment by credit/debit card on behalf of ….
(read the name on the card)".
"May I check you are using PIN or signature,
Mr./Ms. ……(patient/visitor's name)"
"Please hold while I process the payment."

"Mohon diperiksa kembali Bapak/Ibu. Total pembayaran ... "Total payment is ... Rupiah. Please enter your
Highlight necessary information in the receipt Rupiah. Silahkan masukkan PIN / tandatangan di sini" pin/sign here"
"Silahkan kartu dan bukti pembayarannya Bapak/Ibu ….. "Here is your card and receipt, Mr./Ms. ……
Smile and maintain eye contact (nama pasien/tamu)." (patient/visitor's name)."
 Provide queue no. for medication collection at
Pharmacy
Ensure all document are return to patient
Offer assistance
Smile and maintain eye contact
3 Sending patient off
Stand up and thank the patient
"Bapak/Ibu …. (nama pasien / tamu), obatnya dapat diambil
di bagian Farmasi. (mengarahkan pasien dengan telapak
tangan terbuka).
"Ada lagi yang dapat dibantu Bapak/Ibu …. (nama pasien /
tamu)?"
"Terima kasih Bapak/Ibu ….. (nama pasien / tamu). Selamat
pagi/siang/sore/malam"
"Mr./Ms. ……(patient/visitor's name), please
proceed to Pharmacy for your medicine."
"Is there anything else I can assist you, Mr./Ms.
……(patient/visitor's name)?"
"Thank you, Mr./Ms. ……(patient/visitor's
name). Please take care. Get well soon."