Patient Care and Customer Satisfaction
Your reception area--your waiting room--is the entry area for your patients. They’ve come to have their scheduled mammogram. This first encounter, the surroundings and the greeting from behind the desk, sets the entire mood at your imaging center.
It’s the same in outside the medical world. When I was traveling this past week for business and pleasure, my attention was drawn to the reception I received in all situations--from airports to hotels to imaging centers. When you think of the greetings you receive when you enter a plane, hotel or business, you expect a warm, friendly atmosphere. This pleasantness gives you the welcome comfort of being there.
The same--if not more--should be expected at the medical level. As I travel with my consulting business, I experience the nature of the reception area. As a patient approaches the desk, many times she shows nervousness or hesitation on what to do or who to approach. This is where and why the atmosphere should be “welcoming”—give visual cues of instruction and acknowledgement. A warm, kind, knowledgeable professional should ease the arrival. Unfortunately I’ve seen many a wondering patient because a receptionist doesn’t take the time to assist or listen. One of the areas that disturbs me (in both the medical world and social situations) is a lack of human respect. Often just the tone of voice and mannerisms can make a huge impact. If a patient gets disturbed or annoyed before her exam, her interaction with the technologist/mammographer won’t likely be a positive one…not a good scenario for your business!
The other issue I’ve recognized is “chatter” that goes on behind the desk--not good. Medical reports, family stories, personal problems--is this what we want patients to hear?
Here are some simple steps to improve your reception area:
• Educate your staff on their responsibilities and whom they should contact when there is a situation;
• Make your staff aware of their personal conversations; they should stay “private” (or at least have a privacy window);
• Patient issues that need attention should be directed to a private location--and front-end staff should contact the manager for counsel; and
• Lastly, show respect for the patient and each other; in the end, say thank you and smile… it will complete the patient experience.
Patient care and customer satisfaction are they really not the same but should go hand in hand…for a successful practice, focus on both. Start at the beginning, the entry area. THANK YOU... :)