5 Tips for Telephone Conversations

The way staff present themselves during the first phone call can have a big impact on the way a patient perceives the practice, and may influence whether or not a caller decides to schedule a consultation. While there are a number of good ways to converse with a potential patient, the following 5 tips will ensure the caller has a good experience with your staff.

1. Always get the potential patient's name. Staff should then use the caller's name during the conversation at least three times. No music is sweeter to the ear than the sound of a person's own name.

2. Always use the surgeon's full name in conversation. Ask staff not to refer to you only as "Doctor," rather, "Doctor Jones."

3. Make sure staff position consultations as complimentary, not "free." "Free" has a negative connotation. Complimentary is a better choice.

4. When asked about the surgeon's skills and experience, be sure that staff do not imply a guarantee of perfect results. Staff should avoid statements such as, "he does these all the time and there's never a problem." Providing such assurance can be a potential malpractice issue later. Saying, "Dr. Smith is board certified and very experienced in that procedure. Here's what else you should know about his credentials" is preferred over providing what could be perceived as unrealized promises.

5. Don't describe appointment times available as being for the practice's convenience, for example, "We can see you at 2:00pm on Tuesday." Instead, describe the time like this: "I have two times to offer you, one at ______ and another at _____. Which one is best for you?

Ask staff to follow these tips and monitor the impact of the change. Attention to verbal nuance and word choice can make a big difference in a potential patient's perception of the practice.

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