Have you ever listened to how your Front Office people are answering your Office phone?
Which Doctor has time to be listening to calls coming into their Office?
In reality, don’t the patients come in to see the Doctor not the person taking the calls?
Ultimately they do need to see the Doctor but just imagine if someone is stopping them from coming in?
Have you ever thought that the person answering your phone in your Office could actually be STOPPING patients from seeing the Doctor?
I don’t mean they would ever be doing it on purpose but even worse they may not even realise their words on the phone are stopping callers from making or keeping their appointments.
What we say to our patients on the phone makes the difference between them making an appointment and not making an appointment.
So that means, answering the phone must start with an outcome in mind.
Then, in the process, you find out everything you can to help meet the needs of the person calling so that you can make them an appointment.
The person calling has not really been helped if they make no appointment and never get to see your Doctor. When this happens the person answering the phone has actually stopped the caller from seeing your Doctor.
Before the patient sees the Doctor they speak to the person you have entrusted to answer the phone.
Who is the person you have chosen to do this?
Do they know what to say and ask?
Has anyone educated them to know what to say?
Is anyone checking that they are saying the right things on the phone?
Next time you have a chance, listen to what’s being said on your Office phone and see what you think.
If you don’t like what you hear or you believe the phone should be answered better, then do something about it today!
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