As a medical student, it’s highly likely that you learnt to note a patient’s appearance and clothing, interpret the patient’s gestures and eye contact (or lack of it), and assess the accuracy of the information being shared with you.
Whilst the impressions you are capturing of your patient’s demeanour are often documented in their medical record, and often pop up as a reference to a patient’s psyche or overall state of well-being, have you taken into account the impression you are making on the patient? Especially the first impression, for which there are no second chances!
The first impression is an important factor in establishing a relationship between doctors and patients. It will influence suitability, strength and continuity of the relationship.
When it comes to setting the tone with your patients and making a fitting first impression, we think these five things really matter.
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Patients may not actually meet you first
Recently sitting in a waiting room, we observed a clearly distressed patient arrive at a medical practice. The opening words of the practice manager were “You’re late”!
Briefing your front office team on what you’d like the client experience to be, and the way they treat patients, referring doctors and members of the public is a crucial – but often overlooked – responsibility of the principal of any medical practice. Be clear and direct in terms of what you expect – it’s part of creating the culture you desire and sets the scene for what your patients can and should expect.
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Dress and appearance
“Professional” is a tricky word in a clothing context for the medical profession. In days of yore, the doctor was clearly identifiable by the white lab coat over shirt and tie, but in the 21stcentury, much has changed and the traditional clinical clothing boundaries have blurred.
In a US based study a few years ago, the question of what patients want their doctors to wear was addressed, finding that patients prefer that doctors appear “formal” rather than “casual”. Yet like the term “professional”, these descriptions are open to interpretation.
While there is no right way for doctors to dress, the study showed that clothing should blend seamlessly with a doctor’s ability to emanate trustworthiness, competence, and caring. In turn, patients feel confident they are in the right place with the right doctor and they will be taken care of appropriately.
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Bedside manner
Bedside manner encompasses your medical knowledge, personality and ability to understand the patient and communicate your concern for them.
The way in which you introduce yourself the first time you meet a patient can go a long way in setting expectations around the doctor-patient relationship. In fact, we’ve sat in many waiting rooms over the years and it comes as no surprise that the doctors who warmly call out a patient’s full name at the entrance to the waiting area, waits for the patient to get up and walk across the room to them, introduces themselves straight away with a smile and walks together with the patient to the consulting room, generally has a busy waiting room!
Don’t underestimate the importance of introducing yourself and explaining your role in the patient’s care, which can reduce the patient’s stress and uncertainty associated with their healthcare. While the value of what you have to say cannot be underestimated, facial expressions, eye contact and body language communicate as much as words. A doctor that is able to truly listen to his/her patients, empathise, and provide information about diagnosis and treatment in a way their patients will understand speaks volumes. Give a patient a warm-hearted doctor with an open, interested expression, and they might not even notice what you are wearing!
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Pleasant breath
This is quite personal, yet very significant. Check your breath! The garlic-infused stir-fry you had at lunch may have tasted great, but you don’t want all your patients to immediately know what you ate! Popping a mint can be a simple fix.
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It’s not just physical
Contrary to what many people think, the first impression does not only concern physical traits that are obvious to others, such as your appearance. Further, they may not even be your characteristics that leave the impression.
Phone manner – whether you, your practice manager, nurse or receptionist is answering the phone, the way in which patients are spoken to can often set the tone of the service you are offering. The ambience of your practice waiting room will have a significant impact on how patients perceive the quality of their experience in your care (so be sure to update those magazines!). And of course, the infamous punctuality of doctors, we’ll say no more.
You only get one chance to make a good impression, and sincerity in making your first impression is important. Portraying a genuine impression to create a pleasant atmosphere will go a long way in gaining the trust and confidence of your patients.
At Credabl, we’re focused on making a long-lasting impression. It’s our goal to ensure medical professionals receive the financial attention you deserve in both your personal and professional lives. So put our first impression to the test and contact Credabl for your finance needs.