When a patient arrives for their first visit, the first impression may have already been made on their new patient phone call when they scheduled their appointment, but it is critical that the team greets them as if it is their first interaction with the patient. Receptionists should stand to greet them, use their names whenever possible, and start building rapport or engaging in small talk when appropriate.
Ensure that your lobby promotes a warm and inviting environment, keeping in mind available entertainment options, cleanliness, smells, other patients, and so on. Keep patients informed of any delays in their appointments while they are in the waiting room, but do not keep new patients waiting longer than 5 minutes. When they are called back for their appointment, the team member should greet them by name and introduce themselves.
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