In the fast-paced world of healthcare, every interaction matters. The journey of a patient starts the moment they dial your practice’s number, setting the tone for what lies ahead. This journey can either be a seamless, reassuring experience or a frustrating one. The pivotal factor in ensuring the former? Mastery of phone etiquette.
Why Does Phone Etiquette Matter?
Think of your practice’s phone as a lifeline, connecting you to patients, new and existing. How you handle these calls shapes their perception of your practice. It’s not just about politeness; it’s about providing exceptional care from the very first “Hello.”
You Had Me at Hello!
1. Greet with a Smile: When answering the phone, remember to smile. It might sound simple, but it comes across in your tone. A warm greeting sets a positive tone for the conversation. Studies show that a smile can be heard over the phone, so make it a habit to smile when answering calls. This simple action can instantly make the caller feel welcomed and valued.
2. Active Listening: When a patient calls with a concern or question, listen attentively without interrupting. Asking clarifying questions shows that you care about their needs and are committed to helping them.
3. Effective Follow-Up: Follow-up is key to building trust with patients. If you promise to call back or take a specific action, make sure to do so promptly. Documenting call details accurately ensures that nothing falls through the cracks and that patients feel heard and cared for.
Ready to elevate your medical or dental practice’s phone etiquette? Book a consultation to discover tailored solutions that can transform your patient interactions. I specialize in optimizing the patient experience, and I’m here to help.
Let’s make every call count, creating a positive impression and fostering patient loyalty. Reach out today and take your practice’s phone etiquette to the next level.
(P.S. Don’t forget to smile when you pick up the phone!)
Did you know Sarah Clark Consulting offers a FREE practice self-assessment? CLICK HERE to take the one minute assessment and get some great information to keep the smile on your face while making your practice more efficient!
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