Posted By Fuller Harvey On March 22, 2018

Setting the Stage: Patient Satisfaction Begins at Check-In

patient satisfaction check in

Have you ever tried to put yourself in the shoes of a patient who is experiencing the environment of your agency or clinic for the first time, and tried to absorb the degree of patient satisfaction which might be generated by that “first impression”?
For any public health agency or behavioral health clinic, this first impression begins the minute an individual opens the door, approaches the counter, and begins the check-in process. The protocols in place for greeting a patient, checking for identification, gathering insurance information, consents, etc. are frustrating.
What’s the average check-in time at your facility? Do you know? How does it impact patient satisfaction?
All across the nation, agencies which have done the hard investment of research, time, software, and training to align a cloud-based Electronic Health Record (EHR) system with their infrastructure are reaping the benefits from the very first minute of patient interaction. Instead of tedious and trudging, check-ins are becoming a breeze . . . which has benefits wafting throughout the client’s entire clinic experience in real time.
Lisa Smith, Public Health Representative for Mid-Michigan Health Department, could not be happier that MMHD converted to Patagonia Health’s EHR, particularly.
“We went from 15-minute check-in times to roughly under five minutes. Our clients love that it is fast, in and out, unlike our old system, when they would be here for 45 minutes. Now it is fast: in and out. They love it. And we love it,” Smith says.
Malcom Gladwell, the author of Blink: The Power of Thinking Without Thinking, says: “There can be as much value in the blink of an eye as in months of rational analysis.” If we grasp that concept, and work to enhance that “blink” first experience, we can set the stage for a meaningful connection being established between your agency and your clients – who extend beyond the reasons your services are provided – they are also the reasons the lights are on and the salaries are paid.

About Fuller Harvey

Fuller is a creative consultant who is bringing her passion for connective, encouraging, and practical communication to Patagonia Health. She considers her greatest strength to be creating an adhesive environment where individuals are valued, supported and celebrated for the contributions they bring to the “team table” and where all communication -both within and without the company – has positive purpose and impact.