From the Patient’s Point of View

I spent some time as a patient over the past few weeks and used that perspective to take a critical look at my surroundings. It didn't matter whether I was picking up a prescription or waiting up to 45 minutes for an appointment with a specialist; I evaluated those experiences from a patient's point of view. For example, my eye doctor recently purchased a kiosk that allows patients to check in, eliminating the need to check in with the receptionist. For this new process, the patient goes to the self-service kiosk, enters his or her information, and waits to be called. As a frequent flyer, I compared it to the airlines' boarding pass process and had no trouble using the system. As I was using the kiosk, I noticed the receptionist was sitting behind the desk watching me. When I was done, I took a seat and waited to be called, as instructed. While I was waiting, the next patient arrived. He was an elderly man who didn't see the signs for the kiosk and went straight to the reception area to check in, something he has undoubtedly been accustomed to doing for decades. The receptionist, who was doing nothing, told him, "You need to check in at the kiosk; I can't help you." The man was instantly frustrated trying to figure out what to do and how to do it. After a few more people went through similar incidents, the waiting room was full of unhappy patients who hadn't even seen the doctor yet. I couldn't help but think to myself that, first, this kiosk idea must have come from the practice owner's close relative who sells this product and, second, certainly none of the office staff had observed this kiosk procedure from the patient's perspective. Have you ever sat in your waiting room and simply observed? Have you listened to the conversations between your staff members, actually looked at the reading material available, assessed how well your janitors clean, and timed how long the average wait is to see the practitioner? There are things I am sure you and your staff have become accustomed to, like the dead or dying ficus tree in the corner of your waiting room, but a patient who is in your office for the first time will notice those details with fresh eyes. Patients will form an opinion about your practice within the first few minutes of walking in. Your patients have a choice when they need orthotic or prosthetic care. You want to be sure you're providing them with a positive experience from the moment they walk into your facility. Here are some tips to create a positive first impression: Be sure each patient is greeted by a professional, friendly employee in a timely manner. Your front office administrator has the important job of providing a patient's first and last impression of your practice, and you want to be sure it is a good one. According to several surveys, one of the most common complaints patients have is being ignored. Instruct your administrative staff to give patients updates if the wait time is longer than expected. Furnish your office comfortably, and have a coffee or water station available. Welcome complaints-they are a gift. For every complaint made directly to you, a patient will make ten other complaints to friends, family, and elsewhere. Make sure your reading material is up-to-date. Educational material is a great choice. Play background music. You don't want your patients being entertained by what is being discussed in the billing or administration area. If you keep a television in the waiting area, have your website or your company's YouTube page looping on the television; playing the news nonstop is often negative and depressing. Take off your lab coat and do some waiting room reconnaissance. Don't just assume you know what your patient's experience is. It never hurts to get some fresh patient perspective. Erin Cammarata is president and owner of CBS Medical Billing and Consulting, Hampton Falls, New Hampshire. While every attempt has been made to ensure accuracy, The O&P EDGE is not responsible for errors. For more information, contact erin@oandp-solutions.com .

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