Jove
Visualize
Contact Us
JoVE
x logofacebook logolinkedin logoyoutube logo
ABOUT JoVE
OverviewLeadershipBlogJoVE Help Center
AUTHORS
Publishing ProcessEditorial BoardScope & PoliciesPeer ReviewFAQSubmit
LIBRARIANS
TestimonialsSubscriptionsAccessResourcesLibrary Advisory BoardFAQ
RESEARCH
JoVE JournalMethods CollectionsJoVE Encyclopedia of ExperimentsArchive
EDUCATION
JoVE CoreJoVE BusinessJoVE Science EducationJoVE Lab ManualFaculty Resource CenterFaculty Site
Terms & Conditions of Use
Privacy Policy
Policies

Related Experiment Videos

Front office: asset or liability?

Kenneth T Hertz1

  • 1Heath Care Consulting Group Alexandria, LA, USA. kthertz@cox-internet.com

MGMA Connexion
|September 24, 2004
PubMed
Summary
This summary is machine-generated.

Patient-facing staff and reception areas significantly influence patient perceptions of a medical practice. Positive first and last impressions are crucial for overall practice success and patient satisfaction.

Related Concept Videos

You might also read

Related Articles

Articles linked to this work by shared authors, journal, and citation graph.

Sort by
Same author

Registration: Are you in sync?.

MGMA connexion·2018
Same author

Volatility and uncertainty are reasons for making strategic plans, not ignoring them.

MGMA connexion·2018
Same author

Do you speak the language of numbers?.

MGMA connexion·2018
Same author

10 golden rules for successful medical practice recruiting.

MGMA connexion·2018
Same author

Physician retreat reveals the value of strong administrative leadership.

MGMA connexion·2016
Same author

May I? How to establish a culture of confidence.

MGMA connexion·2015

Area of Science:

  • Healthcare Management
  • Patient Experience

Background:

  • The front-office and reception area are the primary points of patient contact.
  • These interactions significantly shape a patient's overall perception of the medical practice and the physician.

Purpose of the Study:

  • To emphasize the critical role of front-office staff and reception areas in practice success.
  • To highlight the lasting impact of initial and final patient impressions.

Main Methods:

  • Qualitative analysis of patient interaction touchpoints.
  • Review of best practices in healthcare customer service.

Main Results:

  • Front-office interactions are consistently linked to patient retention and satisfaction.
  • A positive reception experience enhances the perceived quality of medical care.

Related Experiment Videos

Conclusions:

  • Investing in front-office training and environment optimization is essential for practice growth.
  • Managing patient perceptions through positive front-end experiences is key to long-term success.