First Impressions of Acupuncture Patients
First impressions are one of the most important ways to make or break a patient relationship. Acupuncturists need to realize that most patients come to them on a cash only basis and it is imperative that they feel the service is necessary for their health. Therefore they choose to use their services. In this scenario it is very important to make that patient feel comfortable and “at home” in the office setting.
For most patients their first contact with any practitioners’ office will be through a phone call. It is very important to remind staff members to keep the smile in their voice when dealing with patients on the phone. This is especially true of new patients. They want to feel that they are being invited to use the services offered and have a pleasant experience while using the services in the office.
One way to make sure that this is being carried out is to call the office at random times from an undisclosed phone number. Listen to the tone and cadence of the person who answers the phone. Evaluate how they answered the phone. Another is to ask a friend to call and pretend to be a patient looking for an appointment time or inquiring about services. Give them a few criteria to evaluate the office person’s phone etiquette. If there are problems work with staff members to improve these issues.
Next take a good look at your front office or waiting area. Is it open and inviting? Is there comfortable seating and material for patients to read while waiting to be seen? A relaxed environment will help a patient feel more comfortable and at home with the acupuncture office in general. The more comfortable a patient feels, the better the chances are they will return for further treatment in the future.
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