Why do we ask questions?
We ask questions to find out things that we don’t know.
I believe that most people answering the phone in a Medical Office are asking a number of questions, but are they are asking the same boring questions every Medical Office is asking?
I have discovered over the years of answering a phone in an Office, that there are questions, and then there are excellent questions.
In a Medical Office, the questions you ask need to lead you to the outcome you desire from the call.
You need to find out important information from the caller to determine:
1. What their problem is.
2. How to best help them
3. When to make them a suitable appointment.
The questions you ask should increase the callers’ concern and urgency so they do not delay seeing the doctor.
You also need to start finding out about your caller. Who they are and what they are thinking?
It’s not hard if you have the right questions.
1. How did you find out about our medical practice?
This question lets you know how qualified the caller is.
Have they done some homework about your medical office and the treatments you offer?
2. What made you choose our medical practice?
This one question can help you determine what is important to the caller so you can really help them.
3. How long have you had these symptoms?
4. Is there anything else you are concerned about?
Ask these Four Questions and see what a big difference it makes when you answer the phone in your medical practice.
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