Tip of the Month
Make First Impressions Count
First impressions are an important part of business success and should be a focus for your practice. The first impression begins once a potential patient calls your office and continues until she leaves after her first appointment. Here are some tips for creating a positive first impression.
Initial Phone Call
Your front desk staff should be trained to provide warm, friendly service over the phone. Try to avoid scripted statements and do not rush the caller. Every effort should be made to schedule the patient’s appointment as soon as possible. Also, check to make sure the patient knows your office’s location and obtain insurance information to avoid any surprises at the appointment.
Create intake forms that are straightforward and easy for patients to complete. These forms should be available on paper and electronically and offer to send them to the patient prior to her appointment.
Quickly and warmly greet the patient upon arrival. Have water, coffee, and tea available and offer a variety of leisure reading materials. All staff should be friendly, relaxed, and professional. During the appointment, the audiologist should take time to listen to the patient and allow her to participate in the entire process. Finally, thank the patient for trusting you to participate in her hearing healthcare and offer to schedule any follow ups or hearing aid fittings as necessary.