FYI

Are you making sure your patients feel welcome when they visit your office? You never get a second chance to make a first impression. Here are some tips and tricks to make their experience a good one.

Front office staff is important.

Your front office — especially the greeter and person who answers the phone — is your first contact with new patients. Make sure everyone is well versed in customer service best practices and experienced in making new patients feel welcome. Craft a friendly message when people call your office and are put on hold, and sample your hold music to make sure it’s appropriate. Everything matters. 

Create a welcoming environment.

Your office is like a house, and a house that isn’t well kept is unappealing. Make the waiting room a place where people don’t mind waiting. Buy modern but comfortable furniture, keep children’s toys clean and sanitized and have the TV show something everyone can enjoy. Keep every room looking clean and tidy. 

Be on time.

There’s nothing worse for a new patient than sitting in a waiting room for 30 minutes to an hour. Make sure you schedule your appointments so patients are seen promptly when they come in. If you’re running behind, apologize to them and explain why you’re tardy. 

Be attentive.

Sometimes, patients may have a particular problem they’re coming in for. Practice good listening skills, ask questions and show empathy. We all want to be heard and understood. Make sure all concerns are addressed before the patient leaves.

Make people feel special.

It’s the little things that keep patients coming back — remembering their kids’ names when you’re talking to them or sending them a card on their birthday or anniversary. Take that extra effort to make them feel like they are appreciated.