Delivering 5-Star Customer Service to your patients starts as soon as they walk through your front door. You need to be ready to greet and serve them as you will be their first point of contact. Checking-in a patient at your practice is your initial opportunity to demonstrate your care and commitment to looking after them.

One of the key ways to have an efficient check-in process is to vary your approach based on what is necessary at that time (this will depend on your circumstances). To keep it simple, we will look at two types of check-in processes: a brief check-in process and a thorough check-in process.

A brief check-in process is ideal during busier times or when patients attend your practice often. A thorough check-in process can be perfect during quieter times or when patients attend your practice less frequently and require all of their details to be confirmed and updated, as they are more likely to have changed.

Part of providing exceptional service when patients arrive involves managing patients who come significantly early or late for their appointments. Depending on the situation and your practice's policies, you may need to make alternative arrangements for these patients. Exceptional service also includes managing your infection control procedures and dealing with potentially contagious patients.

In this section, you will also explore what might go wrong with a patient's appointment, from telling a patient that their doctor is running behind or informing them that a mistake has been made with their appointment. 

If your practice accepts new patients, this section will also assist you in developing your personal approach to welcoming them. 

Focusing on these areas will help you deliver exceptional service to your patients when they arrive at your practice. If their experience starts positively, you have the opportunity to make their whole experience at your practice a positive one.

·     Give a great first impression. Greet everyone that enters your practice with professionalism and politeness. Make sure your uniform / clothes you are wearing are neat and professional. Keep your reception area clean and free from clutter. Make sure patients cannot see confidential information on your computer or desk. This is crucial to reinforce your professional image to your patients.

·     Acknowledge patients on arrival, even if you cannot serve them straight away. You may only be able to offer a smile, but know that even a smile can go a long way towards making patients feel welcome. A smile can set the tone of your interaction, so smile as often as you can.

·     Have a greeting ready that you can consistently use to welcome your patients and refine it to ensure you get a positive response from them.

·     Be aware of how busy it is and know when to perform a brief or thorough check-in. A brief check-in may be ideal when multiple patients are waiting to be served. If it is quiet, it can be a perfect opportunity to perform a thorough check-in.

·     Have a process for identifying when patients were last seen at the practice. You should do a thorough check-in if a patient has not been in for an extended period. If a patient was at the practice within the last few weeks, you might follow the process for a brief check-in.

·     Be accurate in your role by making sure that you identify patients correctly. Watch out for patients with the same name, and make sure you record patient details accurately (e.g. phone numbers). Ensure the patient has been checked-in properly on your system once you have confirmed their details. Remember that mistakes can be costly.

·     Manage your time efficiently when checking patients in by following a process you have practised many times. Have a process that flows well, and be efficient and accurate by following the same steps each time. This can include having a specific strategy for updating patient details and recording it has been completed.

·     Be proactive in the check-in process. When a patient takes some time to give you their information or check their details (for example, to locate and give you their Medicare Card), you could check some of their other information simultaneously.

·     Be polite and pleasant throughout the whole interaction. Always be courteous and cheerful with your patients, and don't bring a negative attitude to the reception counter. When you speak to your patients, talk clearly, use a positive tone and avoid using slang words. Manage your volume to ensure that you maintain patient privacy.

·     Adjust the service you give them depending on the signals you pick up from your patients. If a patient appears in a hurry, aim to help them as quickly as possible. If a patient seems upset or frustrated, slow down and calmly try to assist them.

·     Check how the doctor is running for time. Use your system to see if their doctor is running ahead of time, on time, or late. It is better to inform patients if their doctor is running behind when checking them in. Knowing what to expect when a patient arrives can save some frustration from finding out once they have already been waiting for a significant amount of time.