ADMG170 Assessment: Medical Reception Service Skills v5 2026 | The Career Academy NZ

ADMG170 - Medical Reception Service Skills

Read through the requirements below, complete all parts of the assessment and then save your work as either a Word document or a PDF file. Once you have saved your work click on the Assessment submissionlink within this course and upload your completed assessment to your tutor for marking.

Plagiarism

Please remember that presenting work that is not your own (e.g. content copied directly from the course material or websites) is considered plagiarism and is a violation of your student policy. Plagiarised work will not be marked by your tutors and will result in a re- submission or fail. 

Required 

Question 1 

Scenario 

Barbara has recently moved to the area and is a new patient at ABC Medical Centre. Yesterday morning she woke up with a sore throat and rang the practice to see if she could get an appointment. The receptionist, Joan, greeted her warmly and in a speedy manner. She found the appointment process fast and efficient, and she was grateful that she could get an appointment in the afternoon. 

Later in the day, Barbra had an appointment with her new GP, Dr Moran. When she first arrived, she was met with a smile from Joan, the receptionist - they made some small talk, and Barbara answered some general questions. Joan told her to take a seat and that Dr Moran will be with her soon. 

Dr Moran had good interpersonal skills, and the appointment was relatively quick yet efficient. She found Dr Moran to be very competent, as she identified the issue and prescribed her some medication after asking a variety of questions. 

Barbara didn't feel rushed and felt as though Dr Moran was actively listening to what she had to say and took that on board. Barbra paid for her appointment with Joan, who wished her a speedy recovery. Overall, she found the appointment pleasant, even though she felt under the weather. 

a)Based on what you have learnt about customer service in this module, was Barbara provided good customer service? Explain your reasons. 
b)In what ways can experiences like this one in the above scenario benefit ABC Medical Centre? Please identify at least three potential benefits. 

Question 2 

Scenario

A customer walks into a pharmacy looking for some assistance to buy some regular over-the-counter hay fever medication. The customer sees that there is a sales assistant standing behind the counter on their mobile phone. When the customer approaches, the sales assistant turns their back to them without saying hello to finish their call.

The customer waits patiently for the sales assistant to finish. After several minutes the customer begins to feel frustrated and tries to get the sales assistant's attention.

The assistant turns and asks in a sharp manner 'What is it?' - the customer explains what they need, and the sales assistant shrugs and states they don't have any. The customer leaves the pharmacy and goes to a competitor pharmacy across the street. How has the sales assistant displayed bad customer service? How could this affect the business?