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Engaging the Patient: First Impressions

November 12, 2014

By John Cook, Chief Client Officer

It all begins with the greeting. The connection and first impression are critical and will begin a level of trust for the entire patient experience. You have the opportunity to make it a ten. Although you may not be in a clinical role, a patient will need your attention and care at this first moment. You are a part of the caring team.

The patient is most likely in a stressful situation. A warm greeting and a comfortable setting will be a stress reducer. The area should be pleasant, organized, and free from clutter and other papers. Your smile and welcome will be the icing on the cake.

Ask the right questions: Meet people where they are. Judging is not permitted. Everyone is different.

Listen: It may be necessary to clarify. To stay focused, build boundaries as needed to prevent making this process to lengthy.

Communicate: The patient must understand their responsibility. Questions will need to be answered in a clear and concise way. In some cases, it may be necessary to offer the patient some other options. These must be readily available. Take time to clear up any confusion.

Strive to establish a level of trust. All of us in some way have been there either personally or with family members. How can you make it a ten? Give the patient some hope.

Affiliations Audits & Achievements

  • HFMA: Healthcare, financial, management, association
  • AAHAM: American Association of Healthcare Administrative Management
  • ACA International

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Revco Solutions has locations:

Jacksonville, Florida

7011 AC Skinner Parkway,
Suite 170
Jacksonville, FL 32256

Ada, Michigan

4764 East Fulton,
Suite 101
Ada, MI 49301

Pittsburgh, Pennsylvania

875 Greentree Road,
8 Parkway Center,
Suite 100
Pittsburgh, PA 15220

Dayton, Ohio

6450 Poe Ave,
Suite 301
Dayton, OH 45414

Dewitt, Michigan

1161 E Clark Road,
Suite 240
Dewitt, MI 48820

Columbus, Ohio

250 E Broad Street,
4th Floor
Columbus, OH 43215