How to Improve Customer Service at the Doctor's Office

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When you arrive at a doctor's office you may not receive the best customer service that is available. There are some things that can be done to improve your visit and the customer service. The waiting period can be long in a number of situations. The personnel in a doctor's office should help people feel more welcome and try not to completely ignore them while they sit in the waiting room.

Office Design

  • Design the receptionist office in a different format. A number of receptionists have to stand up from their desk and lean over to slide a small glass door back before them can speak to a customer. It may help to remove this glass door if at all possible. Place the receptionist desk closer to the waiting room area which gives patients access to the receptionist. This gives them the ability to chat with the secretary in a less formal manner.

  • Hire the most capable person you can. A doctor's office should have a receptionist who is knowledgeable, friendly, courteous, and professional. The receptionist should also have an exceptional personality and attitude and be a people person that likes to interact with customers. There are many people that will change doctors because they did not feel the receptionist was personable or friendly and they don't want to deal with this person every time they visit the doctor's office.

  • Greet the customers with a smile when they first arrive and ask them how you may be of service. After the customer responds, give him or her the clipboard with the paperwork and ask them to please fill it out. Tell the customer, "Do not hesitate to ask questions" if there is anything on the form they do not understand.

  • Engage in small talk while the customer is filling out the form. The receptionist can speak about the weather and ask about their family while the customer is completing the form. This makes patients feel at ease and more relaxed about visiting a doctor's office. It makes them feel that someone is cares about them.

  • When the patients return the completed form thank them and then let them know that the doctor will be with them shortly. Let the customer know that it will not be long. When customers know that they have one or two patients waiting in front of them the waiting becomes more tolerable. If the wait is going to be unusually long, let them know the reason for the delay. Assure them the doctor will be with them soon.

  • Thank the customer for waiting. When the doctor becomes available, go to the waiting area and thank the customer for being so patient and let him or her know the doctor is ready. When speaking with the customers, use their namea. Escort them to the doctor's office.

  • Greet the customer upon arriving. When the doctor enters the room where the patient is, he should greet them by name and apologize for the wait. The doctor should ask what brings the patient in today and proceed to help the patient in a professional courteous manner. After the diagnosis, the patient should be told what to do for their particular problem. Patients should be told to call the office if they have any concerns before the next visit. Let the patients know they can leave a word with the receptionist and the call will be returned promptly. Thank the customers for the visit.

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