Registration & reception at the doctor's surgery: How to improve your first impression
The first impression your practice makes on patients is your business card. Doctors who want to retain their patients in the long term should therefore pay attention to the right approach at reception. Read here about what is important and how you and your staff can make a professional impression at reception.
Die wichtigsten Antworten zu Anmeldung und Empfang in der Arztpraxis auf einen Blick:
Diskretion am Empfang können Sie auf verschiedene Arten sicherstellen. Besonders gut eignet sich die Kombination aus verschiedenen Maßnahmen wie zum Beispiel: Räumliche Trennung von Empfang und Wartezimmer, leise Gespräche mit Patienten, Diskretionslinie und entsprechende Beschilderung, keine Patientenakten in Sichtweite der Patienten aufbewahren, PC-Bildschirme so stellen, dass sie für Patienten uneinsichtig sind
Patienten sollten freundlich, mit Blickkontakt begrüßt und in der Praxis willkommen geheißen werden. Anschließend erfragen Sie das Anliegen. Wichtig ist während der gesamten Interaktion, dass Sie ernsthaftes Interesse zeigen, empathisch und verständnisvoll auf die Patienten reagieren sowie aktiv zuhören.
Sie können das Verhalten Ihrer MFA an der Rezeption verbessern, indem Sie sie zuerst dafür sensibilisieren, warum die Interaktion mit den Patienten wichtig ist. Ferner können Sie Ihren MFA selbst Tipps für die Patientenkommunikation geben oder bspw. ein spezielles Empfangstraining als verpflichtende Fortbildungsmaßnahme einführen.
A lack of welcome, unfriendly practice staff and other patients who can overhear all conversations at reception: If you don't want patients to feel comfortable in your own practice, you choose this procedure at reception. In addition to criteria such as good accessibility, accessibility and consultation hours, arrival is also a decisive factor when choosing a practice. But that's not the only reason why reception plays a key role in the practice.
Why is the reception in the doctor's office so important?
Have you ever wondered why some doctors' offices have candy or other sweets on the counter? Because first impressions count! Small treats make a pleasant impression. And that's how you normally want to be perceived by your patients. Reception determines all further patient contact, which is why the interaction at registration is an important tool for maintaining the patient relationship.
Your advantage: satisfied patients. Satisfaction increases at the same time:
- The recommendation rate of your practice
- Loyalty to your practice
- Trust in you
You and your employees can use the entire registration process to present your company in a professional light.
The use of digital tools such as Nelly also leaves a positive impression. Test Nelly now!
This is what matters when registering
In the first few moments of the practice visit, there is a lot for your MFA to do, both functionally and psychologically.
In addition to the professional impression, the personal impression also counts. You should convey an open impression:
- Gestures
- Facial expression
- Posture
- Voice
- Clothing or appearance
For example, a friendly welcome or a smile when saying goodbye is effective.
When admitting patients, it is also important that they are admitted quickly and that all the necessary information is collected. Tip: Use our checklist for patient admission.
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 discretionary line and appropriate signage keeps others at a distance.
- no patient files are within sight of the patients.
- PC screens are positioned in such a way that patients cannot see them.
- reception and waiting room are physically separated.
In addition to interior design decisions about the function of the practice rooms, the practice furnishings can also promote a positive first impression.
Tips for setting up the practice
The interior design of your rooms also has an influence on how patients perceive your practice. Patients who have the feeling of traveling back in time at the registration desk may also assume that you are not up to date when it comes to treatment. Therefore, pay attention - especially at the reception desk in your medical practice:
- Modern, functional furniture
- Light colors
- Good lighting
- Discreet decoration
Of course, appearance 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's why you and your staff should make sure you come across as empathetic, professional and trustworthy. You can achieve this by paying attention to these behaviors:
- Respectful, friendly approach
- Responding to needs, questions and wishes
- Easy to understand wording
- Leave excuses
- Proactive communication of waiting times or problems
- Active listening
If you pay attention to these aspects, you are sure to make a positive first impression. But you can do even more to impress your patients on their first visit. With digital tools like Nelly, which make your patients' arrival at your practice even more pleasant.
Digitize the application with Nelly
Communication also includes online communication. More and more patients want digital options for filling out medical history forms, signing treatment contracts and receiving information. With Nelly, you can easily fulfill these wishes and make an even better (first) impression! We will advise you on your individual case free of charge and without obligation.
The personal designations used in this article always refer equally to all persons. For the sake of better readability, we have refrained from using double or opposite names.
A lack of welcome, unfriendly practice staff and other patients who can overhear all conversations at reception: If you don't want patients to feel comfortable in your own practice, you choose this procedure at reception. In addition to criteria such as good accessibility, accessibility and consultation hours, arrival is also a decisive factor when choosing a practice. But that's not the only reason why reception plays a key role in the practice.
Why is the reception in the doctor's office so important?
Have you ever wondered why some doctors' offices have candy or other sweets on the counter? Because first impressions count! Small treats make a pleasant impression. And that's how you normally want to be perceived by your patients. Reception determines all further patient contact, which is why the interaction at registration is an important tool for maintaining the patient relationship.
Your advantage: satisfied patients. Satisfaction increases at the same time:
- The recommendation rate of your practice
- Loyalty to your practice
- Trust in you
You and your employees can use the entire registration process to present your company in a professional light.
The use of digital tools such as Nelly also leaves a positive impression. Test Nelly now!
This is what matters when registering
In the first few moments of the practice visit, there is a lot for your MFA to do, both functionally and psychologically.
In addition to the professional impression, the personal impression also counts. You should convey an open impression:
- Gestures
- Facial expression
- Posture
- Voice
- Clothing or appearance
For example, a friendly welcome or a smile when saying goodbye is effective.
When admitting patients, it is also important that they are admitted quickly and that all the necessary information is collected. Tip: Use our checklist for patient admission.
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 discretionary line and appropriate signage keeps others at a distance.
- no patient files are within sight of the patients.
- PC screens are positioned in such a way that patients cannot see them.
- reception and waiting room are physically separated.
In addition to interior design decisions about the function of the practice rooms, the practice furnishings can also promote a positive first impression.
Tips for setting up the practice
The interior design of your rooms also has an influence on how patients perceive your practice. Patients who have the feeling of traveling back in time at the registration desk may also assume that you are not up to date when it comes to treatment. Therefore, pay attention - especially at the reception desk in your medical practice:
- Modern, functional furniture
- Light colors
- Good lighting
- Discreet decoration
Of course, appearance 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's why you and your staff should make sure you come across as empathetic, professional and trustworthy. You can achieve this by paying attention to these behaviors:
- Respectful, friendly approach
- Responding to needs, questions and wishes
- Easy to understand wording
- Leave excuses
- Proactive communication of waiting times or problems
- Active listening
If you pay attention to these aspects, you are sure to make a positive first impression. But you can do even more to impress your patients on their first visit. With digital tools like Nelly, which make your patients' arrival at your practice even more pleasant.
Digitize the application with Nelly
Communication also includes online communication. More and more patients want digital options for filling out medical history forms, signing treatment contracts and receiving information. With Nelly, you can easily fulfill these wishes and make an even better (first) impression! We will advise you on your individual case free of charge and without obligation.
The personal designations used in this article always refer equally to all persons. For the sake of better readability, we have refrained from using double or opposite names.
Laura Sophia Hauck
Author
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