Good manners lead to highly satisfied patients. Here are our top 15 etiquette tips for physicians and staff.
- Introduce yourself — even if you are wearing a name tag, even if you are the third or fourth person to see patients during their visits, and even if they might never see you again or remember your name.
- Ask patients how they would like to be addressed, and address them in that same manner at each visit, beginning when they enter the practice.
- Keep perfumes and fragrances to a minimum.
- Don't chew gum! You might think this is a small thing, but it's often considered very offensive, especially to older patients.
- Never let patients hear you complain, especially about coworkers or other patients.
- Keep patients apprised of waiting time, and offer to reschedule if the wait is going to be lengthy.
- Apologize for delays and thank patients for waiting.
- Be genuine and smile often. Remember: You wouldn't have a practice without your patients.
- Avoid the phrase "No problem." Instead, reply with "My pleasure" or "You're welcome" when patients (and others) thank you. People don't want to hear you considered your interaction with them a problem, but then decided it wasn't.
- After escorting a patient to an exam room, ask, "Is there anything I can do to make you comfortable while you wait for the physician?"
- Make a physical connection with patients, such as shaking hands, before beginning exams or going to the computer.
- Really listen to patients and take action based on what you learn.
- Use words patients can understand. They are nervous enough without thinking they are also supposed to know the latest medical terminology and jargon.
- Send a handwritten "thank you" note to new patients and referring physicians.
- Acknowledge the death of a patient by sending a sympathy note to his or her family.
