How many times does a patient enter your practice and ask, "where’s the restroom?" More importantly, how many times are potty needs requested at the most inopportune time - when the operatory is ready and patient is called back for treatment. Nerves, anxiety - whatever the case - when nature calls, are we asking her to leave a message? We’re talking about a dental office here people. Why do dentists make it so hard for patients to find the restroom?
I recently worked with a practice and had an interesting conversation with the office manager. Apparently, the practice was having trouble staying on time, so I started asking questions. Eventually, she told me how the clinical staff complained that patients, no matter what time they showed up (early or late), needed to use the restroom when they were called back for treatment. Why were the patients asking to use the restroom when the doctor was ready to deliver treatment? Why weren’t they going when they arrived? When she addressed these concerns with the front desk employees, they said the patients never ask them to use it.
Why? There's two answers: they couldn’t find it and were too embarrassed to ask. Meanwhile, clinical teams are spewing hate messages through dirty looks and the front desk staff is showing their disdain by returning the favor. Your patient is caught in the middle of all this tension. And all they wanted to do was use the restroom.
Does this happen at your practice?
We invest time and energy improving the clinical systems in your practice - why would you allow a simple design flaw like restroom location to set you back?
A new patient enters your practice. In a split second, they scan the space. Keeping in mind, you have one chance at a first impression, let’s say they look for a few things:
- Overall cleanliness - yeah…
- A smiling face to greet them - of course…
- Identifying the restroom - really? Really.
The first two seem obvious but, the restroom? Remember, this is a new space for your patient, and they really might not want to be there. Debilitating dental phobia can cause an individual to have certain...reactions. Fear and anxiety can send a patient into Fight or Flight. The comfort of a restroom nearby but removed from the reception area is key. This is a dental office guys! I’ll let Harvard Medical School go ahead and explain the physiology of it, but when fear or anxiety come into play, some body functions are not in your control. Why the heck would you put the solution in the center of your reception area? You should probably invest in some Poo-Pourri! Just sayin’.
There are several elements that go into an ideal floor plan of a dental office. In fact, Design Ergonomics has spent years refining these into a list you can actually sink your teeth into: The 17 Elements of an Ideal Dental Office Floor Plan. I won’t get into them all today, but I promise I’ll touch on each as this blog goes along. Today it’s about something simple, yet often times missed; well, maybe not missed, but it's commonly an afterthought - an afterthought that can cost you not long after you open your doors! It is one small, detail with a very large impact - the patient bathroom!
Ideal Design Element #5 - The Patient bathroom should be visible to - but removed from - the waiting room seating.
Here's the right way to do it. The Patient Restroom circled in this floor plan is clearly visible on entry - but it isn't in the middle of the waiting area. Moreover, your reception staff has a clear line of sight on the thing, which means they can keep an eye on it. Good for safety - and knowing that little Billy may have trashed the place!
As we get to know each other, I hope you can hear me cry that flow is as important as your product and your people. The Patient Experience is absolutely central to creating a successful practice - you need to keep that in mind with every decision you make throughout the design process. Before your schedule (and your patient, for that matter) get bound up, think about the location of the restroom. It’s important to everyone’s flow.
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