The First Impression of Your Office

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The First Impression of Your Office

By Cliff Rapp, LHRM,
Vice President of Risk Management FPIC

It is well acknowledged that the first impression is a lasting one. It therefore follows that the first encounter with the physician’s office plays a major role in determining a patient’s opinion of the physician and staff’s credibility. The reception area can make a strong statement about how much physicians care about their patients through its general appearance and atmosphere.

It is important for physicians to determine what their office is saying to patients. There are several key factors to consider.

Color Scheme
The color scheme you choose for your office decor will set the mood and create the general feeling of your office atmosphere. To create a sense of comfort use soft, soothing colors throughout the office. Cool colors such as blues, peaches, pinks, soft teals, and sea foam greens tend to have a calming effect; whereas, bold colors such as bright reds, oranges, and yellows tend to project tension and aggravation.

Lighting and Atmosphere
Good lighting is a must. An office with poor lighting can appear dingy and depressing. Windows in an office allow natural sunlight inside, which produces an appealing atmosphere. Many practices have installed skylights and atriums to enlarge this effect and brighten a patient’s attitude.

Flooring
The office flooring must be maintained and kept clean for safety reasons as well as general appearance. Carpeting or wooden flooring creates a sense of luxury in comparison to vinyl flooring or tile. However, carpet should be steam-cleaned periodically to eliminate soiled traffic patterns and may not always be practical in surgical offices for sanitary reasons.

Focal Points
Strive to create an interesting decor. Embellish the office with objects that attract the patient’s attention. Common focal points include:

Colorful fish tanks that are soothing as well as entertaining for the patient.
Unique wall decorations.
create a friendly atmosphere.
TV and VCR featuring medical education material that highlights your patients’needs.

Reading Materials
Magazines and reading materials should be arranged neatly and updated frequently. Supply reading material that is geared toward your patients’ needs and interests. Consider ordering the publication with oversized print for easy reading. Depending on the demographics of your practice, bilingual publications may appropriate.

Temperature
The office should be well ventilated and comfortable. Many times reception areas and examination rooms are extremely cold. If the office tends to be chilly, supply warm blankets for the patients to use while waiting for the physicians in the examination room. Small gestures such as these communicate a caring feeling to your patients.

Smell
The odor of the office can create either a positive or a negative image in a patient’s mind. The office should smell crisp and clean, instead of antiseptic and sterile. Plants can help remove formaldehyde odors and freshen the air. Also, proper ventilation will eliminate moldy and musty odors. An office with an odor communicates an unkempt and uncaring feeling to the patient.

Noise Level
Invest five minutes of your busy day to sit in the reception area to monitor office sounds. Are you able to hear the receptionist’s telephone conversations? Patients can easily be offended if confidential conversations can be overheard by other patients in the office. If conversations can be overheard in the reception area, consider playing soft background music to cover up office noise. If this is not effective, install a clear glass window to separate the reception desk from the patient lobby to buffer the sound level. In light of the new HIPAA privacy provisions, it may even be necessary to have the phone located away from the reception area.

Staff Attitude
A patient should always be greeted with the receptionist’s full attention and be treated with warmth and care. A simple smile, a reassuring look, or a small gesture of kindness can make all the difference in the world to a patient, especially if he/she is feeling anxious or nervous. All of these factors play a major role in determining the patient’s first impression of your office – an important factor establishing physician credibility that is often overlooked.

Information in this article does not establish a standard of care, nor is it a substitute for legal advice. The information and suggestions contained here are generalized and may not apply to all practice situations. FPIC recommends you obtain legal advice from a qualified attorney for a more specific application to your practice. This information should be used as a reference guide only.