How to Get the Most Out of a First Patient Visit Susan Keane Baker
A first patient visit is the best opportunity you ever have to develop a mutually rewarding relationship. Most patients arrive with high hopes for a positive experience. It’s up to you to manage the first visit in a way that leaves your patient convinced that he or she made the right decision in choosing you.
Create some positive anticipation through advance contact. Send a letter that answers the questions patients want to know. “How do I get there? Is it difficult to find parking? Is there a charge for parking? Which entrance should I use? Is there a long wait? What happens while I am there?” Or you might call to confirm an appointment and make that call patient-focused by asking “Are there any questions I can answer for you now?”
Be glad to see your new patient. You, and everyone on your team, should know when someone is a first-time patient. Make the time to introduce the first time patient to others. Find out what his or her past experiences have been in health care settings.
Assess expectations. Ask “Can you tell me three things that are most important to you in your relationship with us?” Your patient will think about what she liked and disliked most in her previous relationship. It’s the same phenomenon you experience when you hire a new employee. If the person who held the position before was a yakker – loved to gossip all day and took lots of personal phone calls, a desire to focus on work will be an important characteristic for you in evaluating job applicants. If the person who held the position before was chronically late, punctuality will rise right to the top of your “most desired characteristics” checklist. When you ask your patient about her top three expectations, it’s likely that you will be able to satisfy two, if not three, of them. If you can’t meet all three, it’s an opportunity for you to manage her expectations. “I hope two out of three will work for you. I wish that we could provide prescription refills on the weekends, but our policy is that because physicians don’t have access to your medical record when they take weekend call, they don’t order refills then. However, we do routinely ask patients if they need any prescription refills when they are here.”
Explain your rules and systems early. If you explain a rule before a patient violates it, that’s education. If you explain a rule after a patient violates it, that’s perceived as scolding.
Find something to like about your patient. Compliments must be sincere. Don’t bother with admiring the patient’s shoes unless you are truly interested. Notice pins. They are often added to attire because they hold special meaning. “Can you tell me about the pin you are wearing?” will convey that you are interested in your patient as a person. If you are a specialist, compliment the patient’s choice of primary care practitioner. Compliment good health habits or lifestyle choices. “I wish more of my patients understood the importance of flossing.”
Help patients remember what to do after the visit. Written or audiotaped instructions are essential, no matter how simple the information might be. Consider providing a checklist of items that the patient is to follow through. You help your patient be successful by providing the information he or she needs to take the next step. “Schedule mammogram 504-555-3300 Extension 2453” Leave space for appointment dates, and patient notes.
The impressions that patients form during their first encounter are long lasting. How do you want them to feel about you and your organization? With a little bit of planning, you can create the experience that will accomplish your goal.
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