First impressions are so important

For many patients and their relatives, that first hospital visit can be a very frightening experience. Therefore, it is extremely important that staff are on hand to offer a warm, reassuring welcome.

Bright, warm colours in the reception area can help soothe and anxious patient.

It is also important that staff keep an eye on the surroundings to ensure they send out the best possible message.

So, if a chair is broken or a coffee machine is out of order, try and ensure that they are not the first thing a patient sees. It can create a thought in the patient's mind that other things may be faulty.

If there is a problem, try and ensure that staff have thought of a way of overcoming it.

If you were on holiday and the gate fell off its hinges as you arrived at your holiday cottage, you would immediately worry about what else was faulty. The same goes for hospitals too.

Jill