Healthcare Office Design Can Make a Positive Difference for Rheumatology Patients

“Listen attentively to the caller,” Dr. Leebov continues. “Concentrate on what he or she is saying. Take the time to determine the caller’s needs.”

Poster presentations convey a sense of authority.
courtesy Nathan Wei

If you have trouble understanding the caller, tactfully interrupt and say, “I’m having difficulty hearing you. Would you mind repeating that?” Dr. Leebov says. Or, “I’m having difficulty understanding you. Would you mind repeating that slowly, since I want to make sure I’m clear on how I can help you?”

Be careful to speak clearly and distinctly yourself. Avoid being too casual (“Who’s this?”) or too formal (“May I ask to whom I am speaking?”). “Strive to sound professional, without sounding cold and uncaring,” says Dr. Leebov, who suggests using, “May I ask who’s calling?”

Dr. Wei agrees that language is important. “When a patient says, ‘Thank you,’ our employees are trained to say ‘My pleasure’ rather than ‘No problem.’ This conveys a much more positive response,” he says.

“A practitioner should articulate his or her commitment to excellence and personalized service, and communicate that you expect your staff to demonstrate this as well,” Dr. Leebov says.

Making Patients Feel Welcome

Ms. Ramsey

The person who greets patients should always make eye contact and smile immediately. “Even if the receptionist is in the midst of another task, he or she should acknowledge the patient’s presence with a smile and a nod,” Ms. Ramsey says.

Use the right words when asking the patient to complete any forms. “Say, ‘Would you please fill out these forms and then return them to me?’ Don’t order them to complete them. ‘Please’ is a key word and should be offered with a smile,” she says.