I’ve recently had conversations with a number of Doctors and Medical Business Owners and I’ve been fascinated by one comment that I’ve heard them all say….
“I heard my Front Office People answer the phone and I didn’t like what I heard.”
Each Doctor was concerned about how their Front Office Team was handling the calls coming in and going out of their Office. They each felt they had let their team members down because they were not able to help them.
I do believe that if you are the business owner then it is your job to be the leader and make sure everything runs smoothly.
The Doctor is an interesting Professional.
The Doctor’s day is totally devoted to their patients.
There really is not much time between patients other than for a quick Bathroom Break and Lunch…..maybe!
The Office Manager will often train the Front Office People on “how to” answer the phone, but what if they need help while “on” the Phone as well.
The Doctor has 2 choices:
1. Keep seeing their patients and hope the Front Office will be ok.
2. Get someone who specialises in answering the phone, to come in and help.
The first choice is usually the one that most Doctors will take.
It costs a lot less at first, until the flow on effects of having an untrained or a poorly trained team on the phone begins to show.
How many patients have you let go out of your practice because the person picking up the phone is not doing it RIGHT?
You may NEVER know the number.
Ever since I began my consulting business I have become more and more aware of more and more Doctors reaching out for help with their phones. They do this because they are not sure how to best help their team, but more importantly they are doing this because they just don’t have the time to spend with their team.
Look at the pros and cons of having a consultant work with your office team.
Yes there will be an investment to consider and the time management of organising a few things.
Like most investments you make in your business you do need to do the maths to make sure it all adds up.
Every successful business needs help to reach their goals and beyond.
It cannot be done alone.
The introduction of new and better telephone skills for your front office will increase your number of patients [both new and existing] who make appointments, increase the number of patients who keep those appointments and increase the amount of money those patients are needing to invest at those appointments.
It’s quite clear…
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