Managing Patients: The Patient Experience Guidelines for Pratctice Success. American Dental Association

and offer subtle cues about how much you value your patients.

      Your office décor communicates your attitude towards patients, your philosophy of dental practice, and maybe even a little about your interests outside of the practice.

      • You may want to consider whether the reception area is cheerful and comfortable without being obviously showy or extravagant.

      • Remember that women make 85% of all health care appointments for their families. Make the reception area comfortable for them.

      • Remember that patients may use what they see around them to form an opinion about the quality of care you provide. Make sure the reception area reflects the quality, cleanliness, and state of the art of your practice.

      Resources:

      • Reception Area and Office Décor Checklist, p.14

The Patient’s First Visit

      The patient’s first visit to your practice sets the tone for the future of the relationship. A positive initial experience translates to a positive, long-term relationship. Remember that the new patient’s first visit should always end with them being given a special welcome packet that includes the basics (toothbrush, toothpaste, floss, etc.) as well as any pamphlets, brochures, and other appropriate informational materials that relate to the patient’s needs. Avoid materials that depict the less attractive side of dental work, e.g., blood.

      A warm welcome puts patients at ease and makes them feel like they’re part of your practice family. When you make the best first impression you can, patients will feel comfortable and confident that they’re in the right place for their oral health care.

      • Train your receptionist to use the new patient’s name to greet them as soon as they arrive.

      • Your front desk staff should welcome each patient with a smile, state his or her name, and ask the patient’s name. Whenever possible, approach new patients before they get to the reception area and shake their hand.

      Your front desk staff should welcome each patient with a smile, state his or her name, and ask the patient’s name.

RECEPTION AREA AND OFFICE DÉCOR CHECKLIST

      The reception area and office décor communicate your philosophy of dental practice and your attitude towards patients. It’s the first physical contact your patients have with your practice and it leaves an all-important first impression. Everything from clutter to furniture in need of repair — or replacement — will impact the patient’s perception of you, your staff and the quality of care that you provide.

      The first and best way to evaluate your reception area and office décor is to enter the front door just as your patients would. Step out of the practice and enter it, viewing everything from the patient’s perspective. The checklist below will help you determine which areas, if any, of your practice could use a little updating.

       Is the reception area cheerful, comfortable and welcoming?

       Is it tasteful without being showy, fancy or too trendy?

       Does it make a positive impressive without making patients think that you’re charging too much or that they won’t be able to afford services?

       It is neat and clean, without any visible clutter?

       Are the furnishings modern, tasteful and comfortable?