Does an Attractive Office Really Matter?

Author: Bert Polacek 

A warm and inviting office can reflect a tangible improvement from the traditional medical practice.  Because space needs in a Concierge environment are typically less, more resources can be diverted to space of a higher quality, location, more amenities, and upscale décor.  Even though waiting rooms are unnecessary in a well run concierge practice, the overall visual impact of a high-end space reassures the patient that this is indeed a practice worth talking about and remaining with.

In this new environment of Concierge medicine, superior customer service effects both continued growth and retention of patients.  Concierge physicians take great risks and make substantial investment in the pursuit of a better patient care model.  Investment in keeping existing patients is more important than gaining new ones.  Delivering on the promise and attention to detail will insure that these objectives are met.  The successful Concierge practitioner will learn and take cues from his everyday interactions with vendors, servers, customer service representatives, hotel and restaurant staff, and all service organizations he comes into contact with.  He will incorporate the best practices of these and avoid the worst.       

However, less is many times more. A few of the correct adjustments to the décor can truly make the office have the appropriate feel. Too many items will hinder the feeling of freedom and openness that is necessary to make the patient feel special and too expensive items will make the patient think that too high a percentage of their retainer fee is going to unnecessary luxury.