Wowing New Patients Part 2… The In-Office Experience

If you’ve done what we outlined in the Part 1 of this series, your new patient has already been blown away by their experience.  Now it’s time to continue the WOW.

First impressions are everything, so you better make it a good one.  When someone walks though that front door they should see a nice and neat space.  If it’s an older space and you don’t have the money to give the space a facelift, it should still be clean and neat.  You need a clutter-less space:

• The reception counter should have very little on it…maybe some cards, a few pamphlets, and some flowers.
• What the patient can see behind the reception desk should be very clean and organized.  I have seen many offices in which the reception area is just a mess… stacks of charts, mail lying around, coffee cups, food, etc.  Clean it up! Nothing says unorganized doctor like a mess up front.
• Art should be on the walls in the reception, not nerve charts and footleveler posters.  And…the art should be nicely framed.  IF you have anything hanging anywhere in the office with a thumbtack, address that now.
• The waiting area should also be clean and clutter-free.  Get rid of old magazines and anything that looks cluttered.
• Paint and walls should be in good shape.  Fixing any blemishes and adding a fresh coat if needed is cheap and can be done over a weekend.

Now that the look of the space has been addressed, let’s look at the patient greeting.  Drives me crazy when I go to a doctor’s office and I get a cold greeting from the nurse or receptionist as they sit behind the counter.  Your receptionist should have a smile, stand up, and shake the new patient’s hand. Don’t get right down to business.  Make small talk for about 30 seconds.  Our script goes something like this.

“Hi you must be Barb.  Well Barb it’s very nice to meet you.  My name is Chris.  Did you find the place okay this morning?  I     understand Betty referred you in.  Be sure to let her know that we really appreciate it and that we’ll take good care of you.  Why don’t you come over here and have a seat and I’ll get you your paperwork.  Before I do that, can I offer you something to drink?  We have gourmet coffee, mochas, lattes, tea, and water.”

The receptionist then brings the paperwork and briefly explains what they’re filling out to speed things along.  Lastly she gets a copy of their insurance card.

When the patient finishes her paperwork, the receptionist reviews it to make sure everything is complete.  She then gives the patient a brief tour of the office and either brings the patient directly to the doctor or into your consultation room for a short video before the doctor comes in.

Now it’s up to the doctor to continue to wow.  See Wowing New Patients Part 3… The Consultation

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