Dos and don'ts for the new patient experience

Get it right ... right from the start

When compared with existing patients, new patients typically represent much higher average production and contribute more each year to overall practice production. Consequently, they are the lifeblood for growth of every practice.

Make patients feel welcome. Start with a scripted welcoming comment such as, "I'm glad that you called. We love meeting new patients, and we look forward to working with you." This is not something most patients are accustomed to hearing. In today's fast-paced world, more and more people are pleasantly surprised when they receive outstanding customer service. The right scripting will assure patients that they will have a positive experience.

Don't forget to fully document the conversation. Important topics are discussed in the initial conversation with a new patient that should be recorded for future reference. Yet many front desk people never document why patients scheduled an appointment, even if that reason was discussed on the initial call. This leaves the doctor and team at a disadvantage when patients enter the practice, and they may feel they have to explain everything all over again. The patient record should reflect exactly why the patient has come to the practice.