“Life is a mirror; it reflects your face. Be friendly and all of life will reflect friendliness.” – Rajeesh
When people think about high-quality healthcare, they may often focus on the provider, the kind of treatment they are receiving, or the latest techniques that are used. The start of high-quality healthcare actually starts at the front desk. The front desk staff are the first point of contact that a patient will have with any given facility, and it sets the tone for the entire experience.
In the healthcare setting, it is easy for people to feel like they are just a number or a dollar sign, and the end outcome is to get them in and out and quickly as possible. This is why it is imperative for the front desk staff to be the bridge to help patients feel like they are more than just a number- but a human that deserves respect and kindness.
The first meeting matters more than what is realized. The patient may be feeling anxious, may be in a lot of pain, or dealing with personal matters. Eye contact, a warm, friendly tone, and being calm can help reduce any tension and help let the patient know that they are going to be taken care of. This is also a great time for the front desk staff to gauge how the patient is feeling and communicate any distress with the provider. The emotional experiences patients have may influence whether they return, follow treatment plans, or recommend the practice to others.
Front desk staff are also ones that build that solid foundation with patients. Remembering names, preferences, or small personal details helps build a sense of connection and belonging. These little details can turn a mundane experience into a genuinely positive one. This is also how the front desk staff incorporate the “Apex Way”- by showing Compassion, Excellence, Integrity, Service, and Teamwork- by showing up for the patients and letting them know they are more than just a number, they are a part of the Apex family.