First Impressions #Patients Experience at Registering at a New Surgery #Guest Post


 images

I would like to thank my guest post for sharing her experience when registering with a new Surgery. Whist I am sure that not all surgeries are like this, it just highlights the importance of first impressions. Did you know that people make a decision about the people they meet within seconds of meeting them?

 You never get a second change to make a good first impression.

Guest Post:

First Impressions:

We have just moved to a new area and one of the things on my to-do list was register the family with a local doctor.

I went round one afternoon and told the receptionist I was new to the area and asked if I could register my family with the practice. The Receptionist behind the desk asked me for my address (I’m assuming to see if I was in the vicinity of the practice) and once I explained where we were living she handed me a bunch of forms to be filled out, so and off I went.

A few days later, armed with my filled out forms I went back to the surgery. I had a few queries for some of the questions because we have just moved back to the Country after being away for nearly 8 years so I left them blank so I could ask the receptionist.

When I arrived the surgery it was really busy – not only in the waiting room but there was a large queue forming behind me waiting for the front desk.

There appeared to be only one receptionist on and it seemed she was busy and  appeared ‘flustered’ at dealing with everything and everyone.

When it was my turn I approached the desk and explained I had my registration forms and I had a few queries if she didn’t mind helping me with.

 I can’t say the receptionist was very warm towards helping me, she asked me what the problem was and was very abrupt with her answers – I got the feeling she didn’t quite understand what I was asking so all of a sudden she just picked up the phone, dialed a number and handed me the phone saying “Speak to them and explain, they might come down.

Firstly speak to who? I was not given a name of the person I was about to speak to or the department they were in. Secondly, could I not have been taken to a quieter area around to the side of the reception desk which was away from the main queue of people (it’s quite a large semi-circle desk) I could have then spoken to the person on the other end in privacy. 

When I was speaking to the Receptionist I had my back to the queue of people behind me and therefore had a certain amount of privacy, but now while I was on the phone I found myself going through my private affairs in front of a queue of people and a waiting room full of others.

Whilst I was waiting on someone answering the phone the receptionist started dealing with a lady who was stood right next to me discussing her blood test & what she needed it for? Did that lady realise I could hear her business?

A lady answered the phone with a simple “Yes”. I was taken aback a bit at first as The Receptionist on the front desk didn’t tell me who she was putting me through to and the person answering the telephone didn’t give their name when she answered the phone.

The lady on the end of the phone was every it as abrupt as the receptionist to be honest – answered in short sharp answers and I was made to feel like I was bothering her.

I finally found out the answers I needed so I could go ahead and fill in the gaps on my forms.

A few days later I telephoned the surgery to make a routine appointment for an injection I have every few months and this time I was relieved to have a polite, friendly receptionist on the other end of the phone – she explained she would need a doctor to call with regards to my appointment and booked me in for a telephone consultation five days later between 10 & 10.30am.

I’m afraid it came to no surprise when five days later the call didn’t happen when it should have. I had almost given up hope of getting one at all, when the doctor called at around 12.30.

So I have to admit my first impressions so far haven’t been very good. I have since been speaking to a few local people and they all say what a good surgery it is, so I hope from here on in I find the same.

First impressions to me are important – they are the moments that are most likely to stick in your mind … whether they’re good or bad.

***********************************************************************************************

Thank you for sharing your story, and I hope that this perhaps might have been a one-off and you go on to have a better experience. 

I have written a post that you might find helpful on the importance of informing New Patients of your Surgery protocols:

Registering A New Patient http://wp.me/p1zPRQ-9K

Advertisements

Passing A Verbal Message or Telephone Call


When putting a telephone call through to another person you must remember to do the following:

  • Always ask the caller’s name
  • Ask the callers company / nature of their call.
  • Take their telephone number if you feel that there might be a delay in putting the call through – that way if you get cut off you have a contact name and number.

When you put the call through to the person the call is for it is important to prepare them for the call by letting them know who it is on the phone and the nature of the call.

There is nothing worse that a person receiving a call from reception and just being told “there is a call for you” and the call is put straight through. The person receiving the call doesn’t know if the call is a member of staff, a customer, or a rep or a company just touting for business.  This always gets the call off to a bad start. .

The caller starts a conversation believing that the person taking the call is aware of whom they are because they have already given their details to the receptionist, they presume the receptionist has done her job and passed on this information to the person taking the call. There is nothing more embarrassing than half way through a call the person taking the call has to ask whom they are speaking to – and it is very unprofessional. Not a good impression to give!!

If you are phoning through to let someone know there is a visitor in reception remember to say that they are in reception. Often the receptionist will phone and say I have a Mr Jones to speak to you – they put the phone down and you get a dead line but you presume you have been cut off – and wait on them phoning back – but what really has happened is the receptionist means that Mr Jones is waiting in reception.

                                             REMEMBER: FIRST IMPRESSION

A caller will always judge your organisation by the service that they receive. A telephone call is quite often the first point of contact they will have with your organisation.

 GET IT RIGHT