First visit fail
New patients are like gold. Why make a simple, easily-avoided blunder at the first visit?
Last week I had a visit to a new medical practice. Nothing serious, just a routine check-up.
As is my habit, I arrived 5 minutes early, checked in and took a seat.
Then I waited…
5 minutes late, 10 minutes late, 15 minutes late, 20 minutes late and finally 25 minutes late.
During the time I waited the practitioner had not been busy with other patients — no one had gone in or out. He had, however, been out to the front desk to chat and joke with the staff there.
When he finally collected me from reception there was no apology. It seemed to me like he was oblivious.
New patients are like gold
The practice is a new one in a beautifully renovated building. Clearly a lot of money has gone into the set-up. You can be seen same day so obviously their schedule is nowhere near full.
That begs the questions: “Why would you keep new patients waiting? What are the benefits of doing that?”
Absolutely none that I can see. You risk cheesing off a new patient just so you can fool around and drink coffee.
Maybe the social hierarchy that existed 30 years ago where doctors were on a pedestal would allow you to get away with that. Not today.
My recommendations
If you have trouble with time keeping then I suggest the following:
Book your new patients first thing in the morning or first thing after lunch. That way you will see them on time.
Keep patients informed. Don’t just leave them sitting in the waiting room wondering how much longer you will be.
If you do keep patients waiting recognise that you inconvenienced them and apologise: “So sorry to keep you waiting. I had to take care of an emergency.”
Or, even better, learn to discipline yourself so that you run on time.
If you enjoyed this article you might also like these topics: how to set the right impression from the very start, the full case acceptance system that first impressions feed into.
A practice that communicates well and runs efficiently is almost unstoppable. If either of those resonates, explore case acceptance or efficiency — or both.
