Reception/New-Patient Processes

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Reception/New-Patient Processes

For this section, you may want to assume the role of a “mystery shopper” and record observations as if you were a new patient at this office.

FIRST VISIT/RECEPTION

	When you walk into the office, how promptly are you greeted?
	If you are a return patient, are you greeted by name?
	If you are a new patient, how are you greeted? What instructions are you given? Are you told what paperwork to fill out?
	If you have questions, are they answered promptly?
	Is the front desk person friendly and smiling?
	Does he or she provide you with information on the first visit procedures?
	During the first visit, are all of your questions answered promptly and in a friendly manner?
	What process is used for the first visit — x-rays taken, consultation, adjustment? How much of this first visit is done by the doctor and how much by the staff?
	Are you adjusted on the first visit?
	How much time did you spend waiting before you were taken back to start your visit?
	At the end of the visit, was the payment policy stated and were you asked to pay today?

PHONE

	When you call the office, how many rings before the phone is picked up?
	If you receive an answering message, what does it say? Are you given clear instructions on how to leave a message?
	Is your issue (want to schedule/cancel appointment, have a question, etc.) handled quickly and in a friendly, helpful manner?
	How was the call ended?

VISIT PROTOCOL

	How much time does an average visit take, including waiting time?
	How much time did the doctor spend with you? How much of that time was spent talking and how much adjusting?
	How much time do you spend waiting before your visit begins?
	At the end of each visit, are you given information about your services?
	Overall, what did you most like about the reception, new patient, and patient visit processes that you would want to emulate in your office?
	Printer-friendly version (requires Adobe Acrobat Reader).

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