1. Rooming Patients
When you grab a patient from the lobby, it’s the first opportunity to make a friendly impression. Please don’t stand at the door and say “Smith.” At a minimum, say “Ms./Mr. Smith” and look around the lobby to make eye contact with the patient as they come to the door. If there is only one patient in the lobby, walk up to them and ask if they are Ms./Mr. Smith. If they are a returning patient, say “Welcome back” when they make it to the door. Ask how they are.
2. Tell Patients What to Expect
Let them know what you are about to do. For example, say “We are going to get your height and weight. Then, I’ll take you to the exam room to get your vitals and learn about what we can do to help you today.”
3. The Scale
Be sensitive to the fact that most patients aren’t ecstatic about hopping on the scale. Use discretion when saying the weight. If they are there for weight loss and have lost weight, praise them for it.
When you weigh patients, have somewhere they can place their belongings or offer to hold them. It’s gross to set your purse on the floor of a doctor’s office.
4. The Interview
Explain that you are going to ask a bunch of questions to help get the most accurate picture of their health. Go ahead and address that the provider may repeat some of the questions to get further clarity. Listen to the patient. Make eye contact. Don’t just look at the screen. Face your screen towards the patient so your face is towards them the whole time.
If they are a new patient, this is a great time to talk up the provider. Let them know that the doctor/physician assistant/nurse practitioner is very knowledgable and will take great care of them.
5. The Exit
Recap any instructions from the doctor with patients and walk them to the spot to check out. Let them know what to do if they have questions once they get home (portal, call, email, etc.). Wish them a happy day or hope for feeling better.
About the Author
Amanda Brummitt has extensive healthcare customer service experience from hospitals, medical practices, and as a consultant. She’s a customer service snob that thinks asking people to be nice isn’t asking too much. She believes the support staff is just as important as the doctor in making sure patients have a positive experience.