There are many ways to make a patient feel at home. Techniques range from simple to complex, from low to high tech. Begin by walking in the front door of the office as a patient would. Does the reception room look inviting? Some waiting rooms have receptionist portals, small openings into the business office. Often, a sliding window blocks the portal. This is great for office staff who believe that interaction with patients may interfere with their work. Unfortunately, this front desk alienates patients.

Doctors, tear down the wall. Our reception staff are our window to the world of our patients. Receptionists must be there for our dental patients giving them attention, answering questions, catching up about family news and promoting dental health.

Patients see the reception room (let's not refer to it as a waiting room) as a reflection of the quality of care they will receive. Does the room look clean and orderly? Is there pleasant music? Are up to date magazines available? Some offices have coffee service and other refreshments available in the reception.

Try very hard not to make patients wait. When patients do have to wait, warn them of the wait as soon as possible, apologize and thank them for waiting. Remember that waiting in the treatment room is preferable to waiting in reception. Patients in the treatment room may not feel as if they are waiting, especially if a dental assistant is readying the room around them, reviewing hygiene, taking radiographs or just talking.

Everyone in the office should greet patients when they pass, preferably by name. First name for young patients, surname for older patients. Staff and doctors will remember patients' names from the morning huddle. Thank patients for being there.

Of course, dentists should regularly review patients' health history. Include questions about family, work and interests. This information is important when making treatment decisions. Patients appreciate doctors' caring attitude.

Author: Dr. David Leader

© 2008 Associated Content