The receptionist acts as the company’s “first impression.” When it comes to making a good impression, it’s on par with your face. People habitually make snap judgments about books based solely on their covers. A cheerful expression can go a long way.
There are numerous methods by which you can optimize your reception. It’s a win-win since it makes patients comfortable and welcomes new ones. It’s a haven from the outside world where you can easily promote your other offerings.
Your patients shouldn’t mind hanging out in the lobby while they wait to be seen. Use the term “waiting area” instead. Think about it as a reception. Think about things from the patient’s vantage point at all times. Why would you put your life in this person’s hands and walk into this establishment? To ensure your security?
Reduce anxiety
Every patient wants some reassurance that they are in good hands. People are drawn to spots that have been thoroughly cleaned and cared for. Maintain immaculate cleanliness and a pleasant air freshener in the lobby.
Put up a big sign proclaiming your organization’s purpose. You’ll look more professional if you state your intention to strive for “excellence in providing medical services.”
Displaying monthly employees of the month on a bulletin board is another beautiful idea. It demonstrates that the staff works hard and appreciates their efforts being appreciated. In addition to establishing your credibility, this also shows that “you mean business.” You’re concerned about their welfare, and your staff is adequately compensated, content, and eager to meet their requirements.
Post patient testimonials and letters of support on the bulletin board. Testimonials from satisfied clients are invaluable. These reassurances are what patients are searching for to know they are in excellent hands.
Therapy based on the use of color
Make some changes to the lobby that will reflect who you are. You should convey feelings of ease, welcome, sensitivity, compassion, and comprehension. Use colors on your walls that express how you’re feeling.
Instill a sense of empathy in your patients. You don’t want to paint your walls a shade of “hospital gray.” However, restrain yourself from going too far. Bright orange is not an option. We are not a daycare here. Choose your colors with care. In situations like these, it’s best to bring in a pro who has experience with similar tasks so that you can relax.
There’s a logic behind why doctors and nurses wear distinct shades of blue and white.
While it’s ideal for uniforms, the color white isn’t the best choice for decor. The crowd’s collective green hue subtly suggests authority. Scrub nurses’ gentle pink uniforms are a welcome sight. Little things like this can have a significant impact.
More clients will be attracted to your business if its staff presents professionally and courteously. Patients will CHOOSE to come to YOUR clinic rather than another.
Trigger patient distraction
Patients in the waiting room are in a vulnerable emotional state. Not necessarily because of it, but still: waiting is probably the last thing on their list of things to do when they’re in pain, upset, or angry. Distracting your patient from their anxieties, fears, or even boredom is the practical and prudent thing to do. Don’t forget to stock up on daily newspapers and popular weekly publications. It’s a nice touch that helps them feel at ease in their new surroundings.
Having several joke books available in the lobby is a fantastic idea. Other options include anything that gently portrays a positive, healthy lifestyle, such as fashion or fitness periodicals. Medical journals might not be the best choice if you aren’t convinced of their quality. The goal is to prevent the patient from dwelling on their physical condition. Someone who just broke their leg probably doesn’t want to hear about “10 heart problems he might suffer from before age 40.”
Hang some artwork on the walls, but avoid anything too flashy or whimsical. While they wait in the waiting room, you should subtly divert your patients’ attention. If you want people to stare, give them something fascinating to look at.
Put on some relaxing tunes. It’s a great plan to use instrumentals. Avoid using radios at any cost. While waiting for the doctor, no one wants to hear any more unpleasant news or loud rock music.
Appoint a single individual as your receptionist.
Smile and greet patients as they enter the building. Treat them kindly as a rule. For any company, this is sound marketing advice. A friendly, welcoming smile is hard to beat. That is something that a machine or computer can’t do. It’s a way to feel closer to other people.
Assign one worker to be the primary point of contact for all incoming patients. A hospital or clinic’s receptionist typically handles all incoming calls, schedules appointments for doctors, greets patients, and processes paperwork.
Customers are what keep you in business. They will be cared for by someone else if you don’t. Patients typically have questions, feel anxious, or have specific requests during medical encounters. Giving excellent customer service involves a lot of little things, like satisfying some demands and answering specific (perhaps ridiculous) queries. And the price is meager. With some rational thought, you can provide outstanding service to your clients.
When a patient walks in and asks for a favor, the person at reception responsible for all the above tasks is often at a loss.
Please allow me to make a private call.
The air conditioner is too cold.
Asking, “Where is the restroom?”
Do they comply or continue working hard for you anyway? When receptionists are overworked, it can lead to adverse patient experiences. The majority of them are already feeling stressed out.
When a single person is responsible for greeting patients, answering their questions, and reassuring them that they will be seen as soon as possible, they can put patients at rest as they wait to see the doctor. If you put this into practice, you will see a marked improvement in your company’s bottom line. Providing such individualized attention separates you from the competition.
Noteworthy Facts
Put yourself in the patient’s shoes.
Consider and implement criticism.
Always remember your patients’ comfort when planning your welcome area.
Offer familiar diversions such as media players, artwork, print media, and magazines.
Make subtle use of your lobby to promote your other offerings.
Create an area where people will feel comfortable waiting.
Employ a receptionist whose job is to greet patients by name.
Make sure your employees know how to be kind and courteous.
Ali Asadii has an MBA and an MA(IT), making him a skilled consultant and accomplished writer. He founded Asadi Business Consulting because he appreciates playing an active role in assisting companies to adapt to the complex environment in which they operate. Email Ali at [email protected] or visit his website for details.
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