MODUL 1 VIA

When a patient seems hesitant to enter the clinic area, the main role of VIA is:

• Greet, ask for needs, then direct

• Wait for the patient to ask

• Give service brochures

• Call security personnel

The following sentence MAY sound friendly, BUT is less appropriate according to MEC hospitality standards:

• "Good morning, Sir. How can I help you?"

• "Don't worry, the process is quick."

• "Just wait, you'll be called soon."

• "Please sit down, Sir. We'll assist you shortly."

If VIA explains the LASIK screening stages without using layman's terms, the most likely consequence is:

• The patient will become more confident

• The patient becomes scared and does not proceed

• The procedure runs faster

• The patient feels more scientific

A patient asks: "What is the difference between LASIK and SMILE Pro?" The most appropriate response from VIA is:

• "SMILE Pro is more advanced and doesn't use a knife."

• "The doctor will explain later, Sir."

• "Let me help explain the basics with a simple example, Sir."

• "The important thing is that the results are equally good."

If a VIA feels uncomfortable accompanying a KOL patient, what should be done:

• Politely refuse

• Request a daily leave

• Discuss with the Supervisor to be replaced

• Avoid without explaining

Which of the following is NOT included in the core values of Mayapada Eye Centre?

• Caring

• Excellence

• Trust

• Commitment

One real example of "Good service is when patients feel like important guests" is:

• Providing snacks for patients

• Giving queue numbers politely

• Greet patients warmly, offering extra help

• Directly informing the patient's family

In the VIA work structure, the role of scheduling patient pick-up is performed by:

• VIA 1

• VIA 3

• VIA 2

• VIA 5

A new patient says, "I'm afraid this procedure will hurt." The most relevant role of VIA is:

• The Educator

• The Listener

• The Connector

• The Screener

The following sentence is the MOST EFFECTIVE and professional to explain the waiting time:

• "It's still a long wait, Sir."

• "We process in order, yes."

• "Please sit down, Sir. We will call you in about 10 minutes."

• "Just wait, Sir."