Cold, chilling light. Ancient furniture. Dust hiding in corners. “Hello? Is anyone there?”
Is this a haunted house or a patient’s first impression of your clinic?
Your welcome area is the very first experience your patients have with your practice. If it feels neglected, outdated, or impersonal, it can set the wrong tone before your team ever says a word. Practices that view welcome areas as an afterthought can end up spooking their patients, but you can use this space to set the tone for the whole visit. The good news? You can use this space to create confidence, comfort, and connection — and that can increase patient satisfaction, boost referrals, and grow your bottom line.
How do you make sure you’re doing it right?
First, banish the term waiting area. Think about it: shuffling your patients to a room to wait signals passivity. It sounds like they’re being corralled into a pen until the real experience begins.
Redefining this space as a welcome area gets your priorities straight. Your team’s role is to welcome patients. This approach plays a huge part in shaping your first touchpoints into an inviting experience.
Second, walk through your space with fresh eyes
Ask yourself: “If I were a first-time patient, what would I feel when I walked in?”
Better yet — have someone on your team (or a friend) walk through and share what they notice. This exercise alone can reveal easy opportunities for improvement.
Third, refresh the essentials.
Use our checklist to create an environment that says, “We’re ready for you and we’re so excited you came.”
What should your welcome area include?
- Welcome desk that invites approach
- Clear flow of movement: front doors lead to the welcome desk, with an obvious path to seating
- Clean space
- Comfortable, modern seating
- Engaging comforts: up-to-date magazines, snacks, or both
- Team members updating patients with estimated wait time
And lastly, make upkeep a habit.
Improving your welcome area isn’t a one-time project — it’s a habit.
- Daily: Assign a team member to reset the space.
- Monthly: Walk through as a “mystery patient” and note what could improve.
- Quarterly: Ask for patient feedback — what did they notice first?
For more on the importance of welcoming patients, read these posts:
- Don’t Delay: 8 Tactics to Improve Your Patient Waiting Experience
- Setting the Tone: the Power of a Great First Impression
Want individualized support to create a truly patient-centered flow? Our partners at Marjen can help you design an experience that delights patients and boosts efficiency.
