Most Medical Offices are busy in one way or another (excuse the cliché).
Having the phone ringing is a huge part of any successful Medical Office.
I have recently become concerned about what happens in the Medical Office when the phone is not ringing.
The Front Office Team will often respond in these ways.
- Concern that no one is calling?
- Relief that they now have time to do all the other things they need to do
- Pick up the phone and contact patients, rather than waiting for the phone to ring
You really need to know which response is coming from your Front Office Team.
I am sure you have decided that you want your Front Office Team to respond with the first and third responses.
If the phone is not ringing always question why and look at ways to change this. When the phone is not ringing, make sure the phone is being picked up and calls are being made by your Front Office Team.
What type of calls can your Office be making?
I am sure there are a few patients who need to be followed up, or called because you haven’t seen them for a while, or courtesy calls for upcoming appointments, or TLC calls to see how they are feeling after any Treatment or surgery. The list goes on….
Communicating with your existing patients is a big part of helping them to maintain their loyalty.
Many or msot Medical offices do not do this!!
We keep in touch with family and friends over the phone so it should be exactly the same in your business.
Your patients want you to keep in touch. It shows you care and increases the trust your patients have in you.
If the phone is not ringing in your Medical Office for a short period of time, use this time to keep in touch with your patients.
Don’t get sidetracked in your office so you then have no time to call your patients.
If you believe that the phone is only there to receive calls you are seriously missing out on growing your Medical Business and connecting more with your patients.
This blog will feature simple practical ideas that are easy to implement tomorrow in your Practice, impacting immediately on the Patients Phone Experience, and ultimately, improving your practice profitability.
Phone Excellence Mastery is a simple to implement complete Phone Answering system I developed that helped me to build an extraordinary practice in the heart of working class western Sydney.
For more information on how I can improve your practice profitability contact me, Jayne Bandy at jayne@theDPE.com