When the patient returns the form, say “Thank you” and explain what to expect next. “Patients should not have to wonder what your procedures are, especially when they are new to the office,” Ramsey says. “Keep patients apprised of approximate wait times. If you expect a long delay, ask the patient if he or she would prefer to reschedule. Some offices post wait times, which is very helpful.”
Dr. Wei also emphasizes the importance of making eye contact. “With the proliferation of electronic medical systems, all too often your eyes are glued to a computer monitor and you never look up—which is a huge mistake,” he says. “Patients crave eye contact and the intimacy that comes with personal interaction.”
Patients can read testimonials about their physicians from other patients in this handy notebook.
courtesy Nathan Wei
Attention to Detail
The little things that you and your staff do will make a lasting impression. Pain Therapy Associates offers fat pens for patients to use, because they are easier to grasp. Doors have handles, not knobs that are hard to turn. Patients wear comfy gowns, not paper ones.
Ramsey advises prepping staff on appropriate office attire. “Some may need to wear uniforms, but may have to be reminded to keep their uniforms clean, neat and pressed,” she says. “Provide guidelines to staff members who do not wear uniforms. Enforce dress codes.”
