We’ve all heard of the glass ceiling, but what about the glass wall? It is that barrier to service — sometimes real and sometimes just perceived — when you first walk into a Dr.’s office and no one welcomes you. No doubt you remember the old sliding window with the sign-in clipboard outside it that basically said “Whatever I’m doing is more important than saying Hello to you and making you feel welcome in our practice.” Never mind that you may be nervous, scared, confused or just not feeling well. We don’t care yet.
I recently went to a Dr.’s office and actually encountered that old window. It felt cold, impersonal and institutional. However, I also visit many practices where the window is not visible but is just as apparent. It only takes a moment to smile warmly, greet someone and make a connection. Your patients have more choices than ever before. How do you make them feel when they walk in your door?