The reception is the place where the patient has the first contact with the clinic, either by email, phone, or in person. For this reason, the patient should be received in the best possible way, after all, as the old saying goes: "The first impression is what remains".
A patient's loyalty is linked to several factors, and good care is one of them. There is no point in the clinic practicing the best prices in the city or performing exclusive procedures if the patient does not feel welcome in that environment.
In the same way that good care in the health professional's room is important, this practice should start at the reception. Other factors also influence the patient's journey in your clinic, so we have separated some tips below so that you can offer the patient a good experience at your reception.
Use management software
Did you know that when using software, care becomes more agile, and with that, the patient is happier with the service provided? Let's agree, no one likes to wait to be served, either in a supermarket line or in a clinic. It is no wonder that supermarket chains are already investing in ATMs, and with the right software, you can also do this at the reception of your clinic.
The Ninsaúde Apolo medical software has some features that can facilitate the patient's journey, and we will give some examples. At first, he doesn't have to waste time on the phone trying to make an appointment, as the clinic can benefit from online scheduling. Ninsaúde Apolo also allows the patient to fill out the registration form at the reception, or even at home, a few days before the appointment.
The software also has a call panel, where the professional can call the patient to his room without even leaving it, and if the secretary is busy, the patient can locate the room with the help of tablets attached to the doors, which it is only possible thanks to Ninsaúde Apolo's display functionality.
In addition to all these tools, the fact of using software already brings several other benefits by itself, not only for the agility but also for allowing to store all your patients' data with much more security, among other advantages.
Keep the environment always clean and organized
Cleanliness and organization are essential in any environment, and this brings a good feeling not only for patients but also for the employees of the place, who will be carrying out their activities more willingly. After all, nobody likes dirt and mess, right?
As it is a place that is linked to health and well-being, keeping the reception clean and organized becomes an obligation, but what we must make clear is: receptionist is not a daily cleaner, so she should not be required to spend the day cleaning everything, especially because, due to the number of chores, this would not be possible.
Another point to clarify is: cleanliness and organization go together, but they are not the same. In this sense, nothing prevents the receptionist from keeping the place organized, without scattered papers, for example. The use of software also helps in the organization, which is why the first tip that was given here is so important.
Finally, be sure to check the availability of water, alcohol gel, and other essential items to accommodate your patients, such as paper towels, toilet paper, and soap in the bathrooms.
Maintain a humanized service
Here on the blog, we have already mentioned in several articles how important it is to maintain a humanized service, and this practice should not only come from the health professional in your consultation room because at the reception it is also necessary to practice it.
Humanized care consists of not only offering care in an adequate physical structure but also addressing the patient with an individualized approach, transmitting confidence and empathy, and passing on transparent information. Find out more about the subject in our article "Humanized service: 4 tips for doing it successfully".
Invest in the environment
The reception environment must have a pleasant atmosphere, which must be obtained by mixing the colors used, good lighting, and the arrangement of the furniture. When the office is small, it is necessary to use a few tricks so that the environment feels spacious. This implies the use of lighter colors and the absence of partitions. Mirrors can also give the feeling of a wider environment.
Regarding the disposition of the furniture, there must be a free space for the circulation of patients and their companions. The armchairs must be comfortable and one must pay attention to the number of patients attended per hour so that no one is left without a seat. Colors do not need to be repeated between objects to match, but there needs to be harmony between tones.
Concerning decorative items, you can use paintings and even plants, such as flowers, whether they are natural or artificial. It is worth mentioning that artificial plants usually accumulate a lot of dust, so they must be always very clean. If you choose natural flowers, it is important to be aware of the allergy factor.
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