In my previous post, I mentioned a dying bamboo centerpiece we discovered in a restaurant to illustrate the importance of practice perception. My main point was that patients have no way to judge your clinical abilities and the indicators they will use to determine what your practice is about or gauge your expertise are the physical plant, the environment you create and the way you engage your patients in the process. Let’s take it one step further.
Does your physical plant represent your practice mission and is it in alignment with what you offer?
In this and future posts, I want to focus on the physical plant and environment and shed light on those areas you may want to evaluate in your practice.
For example, for new patients, the most important place in your practice is the reception area. This is where the look and feel of the practice is established and should be congruent with the image and messages you are sending into the marketplace. You want this space to set the stage for what the patient can come to expect from you and your team.
Let’s use a simple exercise and approach this process by using the five senses as a guide. If your practice specializes in working with anxious or fearful patients, how would you want your reception area to look, feel, sound, smell and even taste? Visualize in your mind how a person might enter into and experience the environment.You want to project the image of clean, soft, comforting, soothing, uncluttered space.
The colors would be blues, greens or violets to calm the mind, provide harmony and balance and encourage meditation. Artwork would be minimal and serene – no generic smiling people portraits. The space would be accented with side tables and you wouldn’t find ratty magazines or stand up displays promoting procedures or electric toothbrushes. Instead, visitors might discover hardcover picture books about photography, travel, animals, or inspirational short stories. Plants would bring in the natural environment and remove the clinical feel. A couple of carefully-placed live flowers might dot the room showing your care and attention.
The lighting would not come from harsh overhead or can lights but instead would be a mixture of floor and table lamps and sconces, providing soft, warm pools of light through the space.
There would be soft, inviting comfy chairs or loveseats, perhaps with pillows. Massage chairs might be another option. The floor would be carpeted or would have throw rugs, which also softens the sound of footsteps and voices.
Patients might hear instrumental spa music just loud enough that sounds from the clinical area would be masked. A water feature like a fountain, or a live or virtual aquarium would support the calming environment and add a distraction for anxious patients. No loud phones ringing, no speaker phone, and the volume of voices would be kept low.
Candles or wall plug-ins would dispense the aroma of lavender, mint or jasmine to aid in calming fearful visitors. No clinical or “staff lunch” smells would be detected.
A coffee, tea and water station would invite visitors to make themselves at home with an assortment of flavors, including calming camomile.
Can you begin to see and experience this reception area in your mind’s eye? This sets the stage for what they will experience throughout their visit. The physical space and everything you do should be congruent with this.
You may want to gather your staff together and perform this exercise in your own practice. Paint a picture for your team of the way you would like to treat your patients and how you want your practice to be perceived, based on your specialty and mission. Start with the physical plant. Come up with ways you can support the message. Walk through the space and evaluate what is in the space now. What doesn’t belong? What would you want to change or how would you improve the features? Then do this same exercise for each area of the practice:
Treatment consultation room
Other public areas: hallways, bathroom
I would love to see photos of your reception area to see how you welcome patients.
In my next blog posts, I will look at the following equally important areas of perception: Staff, external messages and marketing messages. Be sure to click on the “Follow” button so you will get notification of the next post.