Lazarus is an adjunct professor of psychiatry.
My son, who lives in Honolulu, was enjoying his morning latte at his favorite coffee shop. He texted me and said, “The guy at the register remembered you from last year. He says you are ‘super memorable!'”
“Funny,” I replied, “I don’t remember him!”
However, the man’s remark that I am “super memorable” resonates with me. I’ve found that the cliché “first impressions count” holds true in most instances, especially in healthcare. These initial interactions can significantly influence how patients perceive their care and how healthcare providers remember their patients. First impressions in healthcare can set the tone for future interactions and relationships. They can affect a patient’s comfort level, trust, and overall experience. It’s a reminder of the lasting impact that even brief encounters can have on both patients and providers, as first impressions can be made within 50 milliseconds to 7 seconds.
It doesn’t take a lot of effort to make a positive first impression: introduce yourself; smile and make eye contact; acknowledge concerns and provide reassurance (when possible); ask the patient whether they are comfortable; respect their time and apologize for long waits. Of course, there is more you can do to put patients at ease, but the point is that a positive first impression can foster trust, reduce anxiety, and enhance patient satisfaction.
When patients are greeted, respected, and understood from the outset, they are more likely to engage openly with their healthcare providers, adhere to medical advice, and follow through with treatment plans. This can lead to better health outcomes and a more efficient healthcare process.
In contrast, a negative first impression can create barriers to effective communication and trust. Patients who feel dismissed or undervalued may withhold important information, question the competence of their caregivers, or even avoid seeking necessary medical attention in the future. This underscores the importance of healthcare providers being empathetic, attentive, and professional from the very first encounter. Simple gestures like a warm greeting, attentive look, and clear communication can make a significant difference in how patients perceive their care.
First impressions also affect professional dynamics and relationships among healthcare workers. A positive initial interaction with colleagues can pave the way for effective teamwork, collaboration, and a supportive work environment. In healthcare settings, where multidisciplinary teams are common, the ability to quickly establish rapport and mutual respect is essential. When coworkers view each other as competent, approachable, and reliable from the start, it enhances communication, reduces misunderstandings, and promotes a cohesive team dynamic.
Conversely, a poor first impression among colleagues can lead to tension, miscommunication, and a lack of cooperation, which can ultimately affect patient care. Healthcare professionals must often make quick decisions and rely on each other’s expertise, so trust and respect are paramount. By making a good first impression, healthcare workers can build strong professional relationships that contribute to a more positive, efficient, and effective workplace.
Of all the medical specialists, psychiatrists probably face the most unique challenge of making a good first impression because they must balance hospitality with professional neutrality. Maintaining neutrality is crucial for fostering an open and non-judgmental therapeutic environment, yet psychiatrists can still make a positive first impression by focusing on several key aspects of their initial interactions with patients. For example, we can demonstrate empathy and warmth, practice active listening, present ourselves as competent and professional, and create a safe and non-judgmental space for patients to “open up.”
Although I have always been mindful of the need to create a good first impression with patients, the interaction I most vividly recall was anything but positive. After the initial psychotherapy session, a patient told me she would not reschedule an appointment because my plants were dying due to lack of water.
“How do you expect to take care of me?” she wanted to know.
I had no reply that could mollify her, but thereafter I vowed to pay attention to the physical environment as well as the quality of my interactions to affirm the positive first impressions I strove to create. Patients often look for signs, even subtle ones, that indicate a caregiver’s reliability and attention to detail. A tidy, well-maintained office and exam room convey professionalism and care.
Doctors, nurses, and office personnel may feel that using verbal and non-verbal cues to ensure good first impressions will add time to an already busy workplace environment, or that their own personality doesn’t lend itself to facilitating initial positive encounters. It is surprising how little time these communication efforts take since they focus on better, quality experiences and do not necessarily add more time. In fact, they may save time by dodging grievances that would have otherwise manifested in patient complaints.
In summary, making a good first impression in healthcare is vital not only for patient satisfaction and outcomes but also for fostering a collaborative and harmonious work environment. Whether interacting with patients or colleagues, healthcare providers should strive to demonstrate empathy, respect, and professionalism from the outset.
It’s no coincidence that my 1980 medical school yearbook was dedicated to a doctor (a psychiatrist) who made the best first impression at our freshman orientation in 1976 — an encounter described as “especially propitious” by our yearbook editor. Countless students sought this physician’s advice and guidance. I was one of them.
Arthur Lazarus, MD, MBA, is a former Doximity Fellow, a member of the editorial board of the American Association for Physician Leadership, and an adjunct professor of psychiatry at the Lewis Katz School of Medicine at Temple University in Philadelphia. He is the author of several books on narrative medicine, including Medicine on Fire: A Narrative Travelogue and Narrative Medicine: Harnessing the Power of Storytelling Through Essays.
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