Hospitality Mentality! Walk-in Clinics!

By: Barbi Snyder

“Walk in Clinics” are becoming an accepted and proliferating area of the choices available to people needing medical attention. Recently we had occasion (one instance due to personal need and another for investigative purposes for this article) to visit two of these facilities. We wholeheartedly support the need and usefulness of these type of medical institutions. In many instances, the prevailing malady is not serious enough to warrant a trip to the emergency room and yet is of the nature where the “minor” pain or discomfort could manifest into something more serious if not corrected.

Other examples of issues that direct people in need to “Walk in Clinics” are those traveling and simply passing through an area or individuals new to an area and have not yet established a relationship with a primary physician.

We will approach the issue of hospitality from the standpoint of the front line personnel employed at the clinic and the patients needing attention at the clinic. First we will address the hospitality mentality of the front line personnel.

Be forthright about the approximate wait time before medical personnel will be available

Be capable of suggesting options for an individual needing immediate attention

After obtaining insurance information, advise of coverage (if any) or if patient has no insurance, the cash needed and payment options (i.e. Credit card, check etc.)

Provide updates on changes in the time to slower than estimated service or expedited times due to faster than normal service

Exercise extreme patience and empathy keeping in mind that the prospective patient is in pain, or the very least discomfort

In the case of expected long waits, advise the party of nearby choices for meals, shopping etc.

From the standpoint of the subject needing service or those waiting:

Remember the “receptionist” has no control over the estimated wait time and cannot do anything to change it

Make sure you have your insurance information readily available along with any prescriptions currently being used to address the situation that caused you to make this visit

Advise the receptionist if for some reason you opt to not wait for medical attention or leave the facility whether intending to return or not

Be respectful of other parties waiting remembering that they may be suffering from more discomfort or pain that you may be experiencing
- No cell phones should be a rule
- Most people would rather not converse and that should be kept in mind
- If a party waiting is accompanied by family and friends, conversations around the group should be kept as quiet as possible

Parties should remember, when preparing to visit a walk in clinic that strong colognes and perfumes are not needed and may be offensive to others in the clinic environment and you should try to avoid using them.

If you are bringing food into the clinic, remember that food odors can bring on nausea to others and if this is the case, distance yourself from others. Also note that most walk-in-clinics do not allow you to bring in food or drinks. Always check the signs in the waiting room or ask the receptionist if signs are not posted.

Barbi Snyder contributes her “real life” articles on Hospitality situations. She has over 30 years experience in hositality businesses from a myriad of related businesses. You can find some of her past articles on Hospitalityjobsite blog.

Hospitality Mentality! Walk-in Clinics!

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