The Best Ways to Show Gratitude to Patients and Staff

A simple shift in vernacular, like saying, "I'll always remember …" instead of, "I'll never forget …" can mark a pivotal point in adopting a more optimistic outlook. And, since optimism is at the heart of gratitude, it's a great place to begin. Whenever possible, replace a negative word with a positive one, and watch your approach to appreciation evolve.

Authenticity matters when it comes to saying thank you. Your body language can say something entirely different than your words. That's why it's wise to mono-task when sharing gratitude. If you're in the presence of someone you'd like to thank, make an effort to stop whatever else you're doing so you can make eye contact when you speak. The same is true when you're talking on the phone, because even though they can't see your face, people can sense the level of sincerity in your voice.

It may sound primitive to some people, but a written note of appreciation can't be beat, even in these days of instant communication. Though it takes a little more effort to write rather than type, text, or leave your message in a voice mail, an "old fashioned" note of thanks provides tangible, lasting evidence of your gratitude. People who would normally delete an electronic comment of gratitude will likely save a handwritten card, and they'll remember you for sending it.

It's subtle, but saying, "You are doing a great job" is preferable to saying, "I like the work you're doing." Why? By beginning with the word you, you're shining a light on the other person's attributes rather than focusing on your personal opinion about them. It's a less subjective and more generous way to articulate an accolade. Generally speaking, it's advisable to begin a compliment with the word you and an apology with the word I.

Start taking note of the number of complaints vs. the number of kudos you give in a day. If there's an imbalance favoring complaints, begin making changes. It may mean biting your tongue rather than grumbling about a grievance or coming up with a constructive solution to a longstanding concern. Either way, you'll likely find that the people you work with are more pleasant and easygoing when you stop constantly complaining about your worries and woes.

Your patients expect that a restroom will be available for their use. Whether yours is in the waiting area or down the hall, be absolutely certain that it is well maintained. Provide ample paper supplies, soap, and room freshener. It may be embarrassing for people to approach the reception desk in a crowded waiting room to ask about the location of the washroom, so you may want to post a discreet sign indicating where it is.