The front desk and your receptionist can make or break your practice. Here are some tips to keep the face of your practice professional, yet refreshing and friendly.
- Decide the atmosphere that you want in the front office. Do you want it calm and friendly, clinical and professional, or somewhere in between.
- Consider your décor and include the colors, sounds, and smells.
- How do you want your clients greeted when they present to the front desk or call on the phone? You may want to script out exactly how you want your staff to address and greet your clients. Don’t leave this to chance.
- Teach your staff (and yourself) to learn to answer with “Yes” rather than “No”. I recently was rather surprised when I asked for something and was told “Yes”. It made me realize how all of us hear “No” too often. For example, if someone wants an appointment for right now, instead of just saying no, how about “We have an opening at 2:15 or 3:45 today, which would you prefer?” It’s a more positive response (you don’t use the word “no”) and gives them an immediate choice.
- Is your waiting room and front desk tidy? I cannot emphasize how important this is. I was recently visiting another office and was dismayed by the clutter and dirt. Not only were there stacks of mail, charts and pieces of paper all over, but there was even an open appointment calendar I could read. My first impression was one of disorganization, uncaring and definitely unprofessional.
- What reading material do you have in your waiting room (and for that matter in your exam room)? Is it up to date? Is it appropriate for your practice, ethics, and values? Once your office is open for a while, you’ll likely find all sorts of complementary magazines being delivered to your office. While up to date, they may not be appropriate for your population. (Think auto mechanics in a GYN practice). Also beware of helpful clients who bring in their discarded reading material (we once found a Playboy magazine in our waiting room).
- What do your phones say about you? This goes back to #3, and adds a few more points. How long do your phones ring before they are answered? Are people automatically put on hold? Does anyone offer to perhaps call people back rather than leave them on “terminal hold”? Do you have inappropriate music, a radio station or something equally as irritating playing while on hold? What does your outgoing message sound like? Is it succinct and to the point, or will people get lots in the options you give them?
These are just a few things to assess and perhaps adjust in your practice. Remember, people will judge your practice based on your front desk and waiting room. You will do well to have these areas convey your practice ideals.