The Power of Referring to a Higher Authority

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Over the years of helping my patients make appointments, I have found myself often referring to a Higher Authority.

The Doctor.

Using and presenting the Doctor as a Higher Authority is always very helpful when making appointments over the phone and increasing the patients concern and urgency.

No I don’t mean you drag the Doctor out of their office/surgery away from their patient to answer the phone, but you can make the Doctor a big part of your phone call without them actually being on the phone.

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When following up with a patient who has delayed their treatment due to a number of reasons, letting them know that the doctor has asked you to give them a call, does create MORE importance than a call only from the Front Office.

The patient has already discussed the importance and concern of their condition/treatment with the doctor.

When the doctor asks you to call the patient this is always going to be received with more concern from your patient.

“Dr Brown has asked me to call you regarding your appointment. It must be important.”

You can also include the doctor when a patient has called with a question or you are checking the patient’s chart. “Let me check with Dr Brown and I will call you straight back.” or “May I place you on hold for a moment while I check this with Dr Brown?”

This reinforces the urgency to make an appointment.

“I have checked with Dr Brown and he needs to see you.” Let’s make an appointment time for you right now.”

The patient calling also feels they are in good hands because you asked the doctor to confirm the importance of making an appointment for them.

So next time you take a call from a patient you don’t have to do it alone. You can ask your doctor for help and not even disturb him in the treatment room.

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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



About Jayne Bandy

I am a creative and thoughtful person, who is passionate about people and developing life skills.
This entry was posted in Customer Service, Front Office, Medical, Medical Consultant, Phone Excellence Mastery, Phone Skills, Practice Management, Uncategorized and tagged , , , , , , . Bookmark the permalink.

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