First impressions are lasting ones. When a patient first walks into your practice, how are they usually greeted? Is the front desk staff member typically preoccupied with office tasks, on the phone or staring at the computer? Or are your patients greeted with a face-to-face “hello” or even a warm smile? An attentive, courteous reception staff can help reduce a patient’s anxiety and set a positive tone for the entire office visit. The simple act of making eye contact and smiling as soon as someone approaches the receptionist area can make all the difference in how a patient perceives your practice!

Even if staff cannot provide immediate assistance, eye contact and a simple nod or gesture, at the very least, lets the patient know their presence has been acknowledged and they will be attended to shortly. 

Our tip: Consider implementing an “eye to eye” campaign as part of the service excellence program at your practice. Start by educating staff about the importance of and the difference this simple gesture can make in patient satisfaction. The following are the basic components of a successful strategy for creating a positive first impression for patients and visitors entering the office:

·         Make eye contact as soon as possible with everyone that approaches the front desk

·         Verbally greet patients and visitors in a friendly manner, as soon as possible

·         Never let the hustle and bustle of the office effect the way patients are greeted

·         Have a system to monitor staff and make improvements as necessary

·         Reward positive behavior