To deal with patients' anxiety before medical tests, there is one strategic player whose role influences first impressions: Unilabs' receptionists. Click To Tweet
It’s common in childhood to be taught not to judge a book by its cover, but in truth, first impressions happen instantaneously and have an important effect on people. All factors, including the environment or non-verbal communication, influences our judgement of a person or a situation.
When it comes to any medical test, the interaction with the patient starts with the first contact, whether digitally or in person. It’s in these initial moments that, as diagnostic providers, we have the capacity to generate a relationship of trust or anxiety.
Anxiety about medical tests can lead to cancelled appointments, longer procedures or the need for repeat tests. This harms the healthcare system and puts patients’ health at risk by making early diagnosis impossible.
Often being the initial point of contact, receptionists play an essential role. Whether through a phone call or in person, they are the first impression that patients will have of the medical department or centre. Through their tone of voice, the words used, and the situation that is created, receptionists can build a safe space, setting the tone of the experience for the patient.
Receptionists, the first step to avoid patients’ fears
There are different aspects of medical procedures that may cause anxiety, including having had a bad experience in the past with a specific medical test, pain, not feeling in control of the situation, concern about test results, etc.
Therefore, providing a welcoming and calm environment for people when they enter the room is important, as well as asking, monitoring and anticipating patients’ possible needs and fears.
There are different approaches and recommendations for dealing with anxiety before a medical test:
- Relaxation techniques: deep breathing, imagery (picture something that makes the patient happy), muscle relaxation.
- Distraction techniques: listening to music, reading a book or magazine, playing a game on the phone, texting a friend.
- Bring a family member or friend to the appointment for support.
- If possible, patients with anxiety can be located at the first appointment of the day to avoid sitting in the waiting room for a long time.
But above all, receptionists have the power to provide information. By resolving doubts, it is possible to deal with most of the insecurities and anticipatory worries.
It is not always possible to resolve this in the consultation room, as many people feel nervous around doctors and technicians (the so-called iatrophobia), receptionists have the potential to provide a more relaxed space for communication.
For people with a history of vasovagal response, many of these techniques can reduce the risk of fainting during medical procedures, such as blood tests, or present physical symptoms, such as tachycardia, nausea, shortness of breath and trembling that may disrupt other tests, such as diagnostic imaging exams.
In short, receptionists are strategic players in the workflow. At Unilabs, we know that interpersonal and communication skills are necessary for patients to feel comfortable and for medical tests to run smoothly.
That’s why we provide the best in ourselves, thinking from the perspective of our patients. We’re proud to count on experienced staff who make a difference every day.
