Years ago, before planning for leasehold improvements in my new practice space, I remember sitting in what was to become the reception room, contemplating what I would want to see, hear and experience if I were a patient. My intuition revealed that the area should not have bright fluorescent lights, uncomfortable Naugahyde chairs, out-of-date magazines or worn carpet. It needed to be a zone of comfort for reflection, relaxation and rest. What came to mind was an environment of healing that was warm, inviting and even safe.

After the renovations were done, my first patient came in several minutes early and sat down in the reception area that we had designed to look and sound like my grandmother's living room. It featured antiques, ambient lighting and soft classical music. About two minutes later, the medical assistant called her back to the examining room. The patient exclaimed, "What, he's ready now?" She wanted to sit and relax a bit longer.

There are many components to building the right patient experience. The practice's physical space is one and its employees are another. The inflections of their voices and their "can-do" attitudes tell patients that they are valued, wanted and welcome. Employees should speak so that others can "hear" the smile on their faces. When a departing patient is ready to pay and the phone interrupts the encounter, does the receptionist say "May I place you on hold?" rather than "Hang on please."

Good phone etiquette is essential, and patients expect simple courtesies in a professional office. Comments like, "She's all booked up," "The doctor is too busy to see you today" or "I just can't work you in" essentially say "We have no time for you" or worse, "We don't really care about you."

Also, the focus doctors place on making the medical encounter efficient leaves an impression on patients. Can you draw blood so the patient doesn't have to go to wait at the lab? Can you do simple procedures saving another appointment elsewhere? How much of a one-stop shop can you be?

Visualizing the patient's experience from the moment the door is opened through to the time when the patient walks out is a worthy investment of time to create a healing environment and healthy patient visit.

Patients assume that physicians have the medical knowledge necessary to treat their health issues. But having an incredible experience with a caring physician who understands the "soft skills" is appreciated even more. A combination of outstanding knowledge, superb communication skills and professionalism is a heavenly experience.

On the issue of keeping appointment times, patients are amazed when physicians and staff members value their time and eliminate long waits. A delay in the proverbial "waiting room" is only a form of decreasing access to care!

These improvements in the patient experience are not about delivering concierge care, but "golden rule" care. The right patient experience does not happen by chance, but by purposefully thinking and creating, followed by a lot of training. Carefully select the staff who will adopt the practice philosophy you want. After all, the stage must be right, the actors well rehearsed and the director confident. The patrons are waiting. Let the show begin on time! Would you want it any other way if you sat in the audience?