Differentiating Your Practice
Over the years I have known many practitioners who have created a “front deskless” model in their practices. This summer I had a chance to experience it as a patient, and I am awed.
As my children and I entered, we were greeted at the front door within seconds, and there wasn’t a counter in site. We were escorted back to a consultation room just off the main reception room, which was secluded but not closed off by a door. Together with the team member who had greeted us, we completed our personal information and health questionnaires directly on the computer. After we were all checked in, she explained how the flow of our appointments would go and escorted us back to the reception area, where we were encouraged to help ourselves to refreshments, the computer stations or wireless access.
I gathered a better sense of this process as I waited during my family’s hygiene visits. A tiny bell that I had not heard at all upon my own arrival sounded each time the front door opened, and shortly thereafter a member of the team came up to greet the new arrival. Each greeting was warm and personal; the team members even greeted the new patients by name. The hospitality extended was reflective of having an honored guest in your home. The consultation rooms were utilized for any personal conversations.
As our appointments were completed, a different team member invited me into a consultation room, sat beside me as we scheduled our recall visits and handled the necessary financial transactions. The entire process added a level of intimacy and warmth that I had never experienced before. The lack of a desk or door between the reception area and the rest of the office made me feel welcome, at home and as if the entire office was “my” space.
If you are looking for a way to build relationships, increase trust and change the “feeling” of your practice, this is a powerful concept!