WorksheetsMODUL 1 VIA
Total questions: 20
Worksheet time: 7mins
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."
What is the biggest risk if VIA does not master the rolling work system?
VIA's schedule becomes uncertain
Supervisors have to work extra
Service becomes inconsistent during emergencies
Patients do not trust the doctor
A patient feels anxious and wants to go home, the best step for VIA is:
Reassure with empathetic language and explain the process again
Reprint the schedule
Hand over to the nurse
Provide the hotline number
VIA's administrative tasks include, EXCEPT:
Input follow-up data
Update Google Review
Prepare general consent
Diagnose examination results
Which of the following is not included in the duties of VIA 5?
KOL assistance
Schedule of general patient actions
Coordination of influencer transportation
Media coverage assistance
If a patient asks: 'I'm afraid of failing,' then the role of VIA that should be emphasized is:
System Navigator
Emotional Companion
Scheduler
Administrator
If a VIA says, 'We start the screening process from refraction, okay,' this shows competence in:
Assistance
Education
Administration
Schedule
A polite sentence to ask for a Google Review from a patient is:
'Can you help with a review, it's important for us.'
'If you don't mind, please help fill out a review on Google, okay :)'
'Please review, okay.'
'It's mandatory to review, okay.'
VIA is called the first and last face because:
Their job is only to greet and send off
Interacts fully from start to finish
Always on standby in the lobby
Has the most tasks
Why is formal and written communication important for VIA?
To appear smart
To keep evidence of communication
To ensure trust and avoid misunderstandings
To be faster
If a patient feels satisfied with VIA's service, the likely outcome is:
The patient will forget the process
The patient will refuse to pay
The patient will recommend it to others
The patient will just be silent
