Practice Builder – The Intake Process

Kevin MensinkWho hasn’t heard that “a first impression is everything”?  Kevin Mensink, VP of Marketing, recently spoke about how to roll out the red carpet so-to-speak with your practice’s patient intake process.

Here is how a thoughtful, polished intake process can benefit your practice:

  • Distinguishes you from the competition.
  • Allows an opportunity to exceed your patient’s expectations right from the start.
  • Provides a kick-start to the patient relationship.
  • Creates another point of positive interaction in the patient experience.

So how does your patient intake process work? Take some time to think it through. What does a patient experience when entering through your practice’s doors?  Here is a checklist to help you evaluate what you are currently doing and guide you in developing  a more polished intake process:

Front Office Appearance

  • Cleanliness
  • Décor

Comfort

  • Comfortable seating
  • Bright lighting
  • Room temperature
  • Coat rack
  • Food & beverages
  • Soft music

Build Rapport

  • Greet every patient by name
  • Interact on a personal level
  • Engage in friendly conversation

Paperwork

  • Well explained – “Why am I doing this?”
  • Easy to follow
  • Assistance offered

Education

  • Help start the process
  • Appropriate reading materials
  • Video education
  • ALD display case

Speed of Care

  • Keep hearing healthcare professionals on schedule
  • Notify hearing healthcare professional of patient arrival
  • Keep patient informed. Provide alternatives.

Overall, focus on the emotions you want the patient to have. The bottom line is still about the patient – not your process.

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