The front desk of your medical facility plays a pivotal role in maintaining patient satisfaction, as well as keeping your practice operating at peak efficiency. The staff at your desk have a lot of tasks to juggle, and this can sometimes result in mistakes popping up that can impact business operations. Here are mistakes that your medical practice’s front desk might make.
Not Greeting Patients Once They Show Up
You want your patients to feel welcome whenever they visit your medical practice. The staff at your front desk are the first people who see your patients. This means that the staff at the front are the ones who are responsible for welcoming new patients. When patients don’t get a warm welcome, it can negatively affect the patient experience, which makes it less likely that they will come back in the future.
Not Responding to Phone Calls Professionally
It’s the responsibility of the front desk to respond to patient inquiries over the phone. This isn’t always easy, however, since you also have to address patients who are already at your desk in-person. When answering phone calls, your front desk receptionists should present themselves as professionally as they do in-person. If juggling phone calls and in-person patients becomes overwhelming, see if you can improve the process. This might include a more efficient automated answering system, or streamlining your workflow in a manner that lets staff members give phone calls more attention.
Leaving the Desk and Waiting Room Messy
Whether you’re a medical provider or a patient, you should always want to have a clean medical office. The same is true for the front desk and waiting room. When these areas are not kept clean, it suggests a lack of professionalism from your medical practice. That’s why you should always make sure that these spaces are kept clean so that your practice can present itself as professionally as possible.
Not Keeping Patient Privacy Protected
Patient information needs to be kept confidential. That’s why you should avoid making patient information available to others. This includes simple mistakes, such as addressing patients by their full names, or talking about a patient’s home address within earshot of other patients. Make sure that patient information is always secure. Don’t speak about private information in a public setting, and don’t leave any written/typed information in places where the public can see it.
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