The Power of "First Impressions" in Healthcare

Did you know that 84% of patients consider a friendly greeting from front-desk staff extremely important? This simple act can set the tone for a person’s entire healthcare journey!  - MB Andrade, Bailey Andrade Consulting, LLC        

From both a healthcare administration perspective and as a patient, I’ve witnessed firsthand the important role of customer service in medical settings. I have seen medical (public-facing) professionals verbally mishandle healthcare consumers publicly, and I have seen professionally-polished medical professionals deliver top-notch, empathetic care. More than likely, you have too.

The first point of contact in a healthcare facility can create a sense of physical and emotional security, either alleviating or intensifying stress. Front-line workers—from security personnel to receptionists—have significant influence over a patient’s experience. Recently, I encountered exemplary customer service that left a lasting impression on me. Now, when I even drive past the facility, I get a warm feeling:

1. Privacy-conscious reception: The woman at the front desk discreetly handled my personal information, turning the screen and speaking softly to confirm my identity.

2. Respectful patient calling: the following staff avoided announcing my full name in the waiting area, demonstrating sensitivity to privacy concerns.

3. Efficient, compassionate care: The exam room experience was timely, respectful, and thorough.

These small, yet significant gestures created a sense security and value for me?. . .?and the data speaks: a University of Arkansas for Medical Sciences (UAMS) study revealed:

- 88% of patients believe voice tone is an important factor in demonstrating courtesy

- 82% emphasize the importance of eye contact

- 64% value facial expressions, even with mask-wearing

Moreover, 76% of patients find it very important that front desk staff ask if they have any questions.

Front-line healthcare workers face their own set of unique challenges, including high-stress environments and diverse (and sometimes demanding) patient needs. By focusing on patient-centric communication when greeting patients, handling registration, scheduling appointments, and directing visitors, all can initially significantly make or break the overall healthcare experience--be it verbal or nonverbal.

Here are some tips for improving quality service:

1. Implement privacy-focused, check-in processes

2. Train staff in non-verbal communication techniques

3. Develop scripts for everyday patient interactions that emphasize empathy

4. Create a feedback system for continuous improvement

5. Recognize and reward exemplary customer service

The power of front-line healthcare workers has a ripple effect and extends far beyond enhancing the facility's reputation. Front-line, public-facing employees can set the tone for a patient’s entire healthcare journey.

My plea to healthcare administrators: please invest in front-line staff, providing the support and training needed to deliver exceptional customer service. After all, in healthcare, every interaction has the potential to make or break not just a day but a life-changing experience. What steps will you take to elevate customer service in your healthcare organization??        

#HealthcareCustomerService?#PatientExperience?#HealthcareInnovation?#FrontLineHeroes?#QualityCare

Boston Medical Center (BMC) UMass Memorial Medical Center Beth Israel Deaconess Medical Center Lahey Health Beth Israel Lahey Health Beth Israel Deaconess Hospital-Plymouth TUFTS NEW ENGLAND MEDICAL CENTER Baystate Health Baystate Medical Center Mass General Brigham Massachusetts Department of Public Health Joint Commission International The Joint Commission