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Professional News Articles : FRONT DESK by Mary M. Byers, CAE : What would a ‘mystery patient' see in your office?

What would a ‘mystery patient' see in your office?

June 04, 2007

For years, retail establishments have hired “mystery shoppers” to shop in their stores and report back regarding the quality of the service they receive as a customer. Now, “mystery patients” are becoming more popular as medical and dental offices seek information regarding the quality of their patient care. You don't have to hire a mystery patient for your office, however. Instead, use the following list of questions at your next staff meeting to get a picture of how patients are treated in your office—and to brainstorm ideas on how you can enrich their experience even further.

What is the first thing patients see when they enter the office? Do they see a warm, updated reception area? Or one that's out of date, worn and unkempt? First impressions matter and influence how patients view staff. Make sure what they see is a positive reflection of the office.

How are patients greeted? Do staff members stop what they are doing and stand to greet patients? Or do they finish what they are currently working on first? Do staff members smile and make eye contact with new arrivals? A warm experience at the reception desk helps patients relax and feel comfortable, which sets up likely success in the operatory.

What's the operatory experience like for patients? Take a look around and ask if the operatories are as physically warm and welcoming as possible. Do staff members have what they need in each operatory, or do they frequently have to leave the patient alone to retrieve supplies? Are patients able to talk to hygiene staff without having to turn around or crane their neck? Note when patients don't seem comfortable and discuss what's causing the discomfort. You might be surprised what you notice when you begin actively looking for possible improvements.

Is scheduling the next appointment a smooth process? If you have computers in every operatory and schedule electronically, this process likely works well for both you and your patients. But you should still take the time to ask if the process is working as well as it can. Do patients routinely resechedule, or do they “have to check their calendar” and get back to you? If it's the latter, do you have a system in place for follow up to insure that reappointments are completed?

What's the checkout process like in your office? Are patients greeted promptly upon leaving the operatory, or do they have to wait for a staff member to get to the desk? If insurance is involved, is it clear to patients what the office will do and what they must do?

Though a mystery patient answers all these questions and more, you, too, can take a look at your practice through a patient's eyes. Granted, your vision is likely to be a little biased, but taking the time to ask the above questions is a valuable exercise, especially when you take it a step further and ask, “How can we improve what we're currently doing?” Innovations that matter come from asking, and answering, this question.

CDS presents Front Desk, a column addressing problems dentists and staff members experience in the office. Front Desk is prepared by Mary M. Byers, CAE, a professional speaker and freelance writer. Ms. Byers may be reached at mbyers@marybyers.com or www.marybyers.com. Send suggestions for topics to be covered to review@cds.org.

Copyright 2007, Chicago Dental Society