What small things can you do to improve the patient’s *next* visit? A glass of water? Mouthwash in the restroom? Name brand tissues in the exam room? What little details from start to finish can you identify that will inflame the patient, distract them, frustrate them, or satisfy them?

By Editor, Concierge Medicine Today

Your front office staff should smile when a patient enters your practice.

You might find the Patient to be more agreeable in the moments ahead!

What if they smile back?

What if your front office staff notice from behind their desk [three floors up] that someone who is your next patient has crutches, a boot, or a walker? And now they’re slowly navigating the maze of cars in the parking lot. What if your staff was informed [by practice leadership] that they are permitted to stand up and hold open “all” the doors as the patient slowly approaches your practice/suite?

What if, right?!

What a fantastic [healthcare culture] practice that would be!

The small stuff communicates volumes to patients. It informs them before the visit starts, “Hey ____, around here, we care FOR you!” Plus, it communicates, “We have been expecting you, and we are here to serve you.”

Sadly, that type of “caring” and “service” focus from medical offices today is rare in healthcare.

Except we see it in some concierge medicine offices.

Kudos, concierge medicine. Well done!

For example, saying a patient’s first name without looking at the medical chart doesn’t sound that hard. Easy right? This random act of kindness may sound simple, but simultaneously making eye contact with the patient is rare.

That makes me sad.

The small stuff matters to patients.

The small stuff gets noticed by patients in concierge medicine. Small stuff is appreciated by patients in any practice, even if you’re not in concierge medicine. I’m of the persuasion that every medical office should do this stuff.

The small stuff adds up.

The small stuff sets the tone for the visit and moments ahead.

It provides grace during conflict and softens any miscommunication between staff and patients. The small stuff you (and your Staff) do for patients (before and after the visit) is the story the patients will tell their friends.

The small stuff has incredible meaning to patients.

Patients don’t expect perfection. They do expect progress. They want the next visit to your practice to be better than the last.

Patients are forgiving, to a point. Eventually, they give up on you (and your Staff).

Patients shouldn’t have to lower their expectations about how your practice “cares for” and “serves” them throughout the entire visit just because your Staff has a busy day.

Patients are your paying customers.

Patients are not an inconvenience to your staff’s workday.

The stakes are too high for the reputation of your practice. Your influence in our lives is too significant.

Your practice will always be flawed, but it is still relevant and significant to us. Ironically, how you and your Staff recover from your “flaws” will redefine for patients what “caring” and “serving” genuinely mean in healthcare.