The WHY
When it comes to providing a great patient experience, acknowledging patients with a warm welcome can make a big difference. Research shows that first impressions significantly influence overall patient satisfaction and sets the tone for a positive experience. By making sure our patients feel welcome in our clinics, we can help decrease anxiety and encourage them to continue to choose NOAH for their care.
The HOW
Acknowledge means recognizing the presence and importance of others, whether they are patients, families, or colleagues. A warm smile, eye contact, and a genuine greeting set the stage for a meaningful interaction. This is where the “5 & 10 Rule” comes into play.
What Is the “5 & 10 Rule”?
The “5 & 10 Rule” is a simple yet effective guideline for engagement as you move through your clinic:
- At 10 feet: Make eye contact and offer a friendly smile to anyone you encounter.
- At 5 feet: Verbally greet the person with a warm hello or similar acknowledgment.
- On the phone: Use a warm and friendly tone at all times and emphasize that you are here to help.
These small actions demonstrate attentiveness and care, signaling to patients that their well-being is our top priority. Practice using Acknowledge and the “5 & 10 Rule” in your everyday workflow and watch as your patients become more at ease!
Not working in a clinic setting? No problem! We can also use AIDET tools in office with our colleagues and on the phone with patients to set the tone for a positive and collaborative environment.
- On the phone: A simple greeting or recognition makes patients feel welcomed. Use a kind and professional tone when on the phone and call patients by their preferred name whenever possible.
- In the office: The “5 & 10 Rule” can be used in the office setting as well. Try it out; you’ll be amazed at how good it feels to brighten someone’s day!
