Medical Practice Management Books, Journals and Articles for Physicians, Practice Administrators and Doctors' Office Managers

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Managing Your Practice's First Impression: The Process of Front-desk Reengineering

Managing Your Practice's First Impression: The Process of Front-desk Reengineering


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by Alison L. Walsh
Patients and consumers want practices that deliver clinical and business services that meet the criteria of reliability, efficiency, service offerings, patient focus, enthusiasm, customization, and trust. Physician practices must also take care to avoid destructive and disruptive behaviors and conditions such as noise, interference, excessive repetition, long waits, appointment delays, and staff rudeness. A successful patient-focused practice emerges when physicians and office staff begin to look at the clinical and service experience through the patient?s eyes.