A lack of greeting, unfriendly practice staff and other patients who can listen to all conversations at the reception: If you don't want patients to feel comfortable in their own practice, choose this procedure at reception. In addition to criteria such as good accessibility, accessibility and office hours, arrival is also a decisive element when choosing a practice. But that is not the only reason why reception plays a decisive role in practice.
Why is reception in the doctor's office so important?
Have you ever wondered why there are sweets or other sweets on the counter in some practices? Because the first impression counts! Small treats are appealing. And this is how you normally want to be perceived by your patients. Reception determines all further patient contact, which is why interaction during registration is an important tool for maintaining the patient relationship.
Your advantage: satisfied patients. At the same time, satisfaction increases:
- The recommendation rate of your practice
- Loyalty to your practice
- Trust in you
The entire registration process can be used by you and your employees to present yourself in the right light in a professional way.
The use of digital tools such as Nelly also leaves a positive impression. Try Nelly now!
What is important when signing up
In the first moments of a practice visit Is there a lot to do for your MFA, both functionally and psychologically.
In addition to professional impressions, personal impressions also count. Give an open impression should:
- gesture
- facial expressions
- posture
- voice
- Clothing or appearance
For example, a friendly welcome or a farewell smile is effective.
When admitting patients, it is also important that it is carried out quickly and that all necessary information is collected. Tip: Use our Patient admission checklist.
Pay attention to discretion
Data protection must also be observed, especially at reception! So make sure that...
- Conversations with patients are not audible to others.
- a line of discretion and corresponding signs keep others at a distance.
- There are no medical records within patients' sight.
- PC screens are positioned in such a way that patients cannot see them.
- Reception and waiting room are spatially separated.
In addition to interior design decisions about the function of the practice rooms, the practice equipment can also create a positive first impression.
Practice setup tips
The furnishing of your rooms also has an influence on how patients perceive your practice. Patients who feel at the registration desk that they are traveling back in time may assume that they are not up to date even when it comes to treatment. Therefore — especially at the reception desk in your doctor's office — pay attention to:
- Modern, functional furniture
- bright colors
- Good lighting
- Subtle decoration
Of course, the look is only half the battle. Communication with patients is at least as important.
Communication tips
Patients want to be noticed and understood when it comes to their health. That is why you and your staff should be careful to appear empathetic, professional and trusting. You can do this by paying attention to these behaviors:
- Respectful, friendly speech
- Responding to needs, questions and requests
- Easy to understand wording
- Make excuses
- Proactively communicate wait times or issues
- Active listening
If you keep these aspects in mind, you're sure to make a positive first impression. But you can do even more to convince your patients right from the first visit. And that with digital tools such as Nelly, which make it even more pleasant for your patients to arrive at your practice.
Digitize your registration with Nelly
Communication also includes online communication. More and more patients want digital options to Fill out medical history sheets, to sign treatment contracts and to receive information. With Nelly, you can easily fulfill these wishes and make an even better (first) impression! We advise you non-binding and free about your individual case.
The personal names used in this article always refer equally to all persons. Dual naming and alternate names are omitted in order to improve readability.
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