The Practicon Viewpoint by Ann Page Griffin

TWO FEATURES THAT SHOUT TO PATIENTS: "THIS IS A TOP-NOTCH OFFICE"

Patients, especially new patients who do not yet know, respect, and trust you and your staff, judge your office and even the quality of care on appearance. That judgment begins outside the office front door.

Impressions begin as a patient approaches your office—whether surrounded by a well tended lawn with attractive landscaping or approached by an elevator and hallway, the entryway matters. Check it out: Proper signage? Well lit? Clean? Paint job free of smudges and chips? Unsoiled, attractive door mat? Greeter close inside the front door?

The second feature by which a patient may judge the overall quality of the practice is the patient bathroom. Check it out too: Fully lighted? Clean? Walls, woodwork, stall doors well painted or tiled? Fixtures in good repair? Fully stocked with toilet tissue, hand soap, hand towels, and baby diapers available upon request? In order to maintain this “We care” standard, the patient bathroom must be checked by staff or janitorial service several times daily.

In the fast pace of a workday, it is easy for the dentist and team members to overlook these two important office areas, the entryway and the patient bathroom. We often do not carefully and critically examine the mundane aspects of our workplace, the features we see constantly without really seeing at all. Encourage your team to be observant, making notes of problems in these two areas as well as other parts of the office for discussion and solution. Your patients will notice and appreciate the attention and care to these two areas that they observe closely during visits to your office.