The telephone is a patient's first
impression of your office.
The following script is designed
to use with new and old patients alike.
By Phil Mancuso
CA: Mancuso Chiropractic Center - this is Pat speaking,
how may I help you?
PATIENT: Is this doctor __________'s office? Or
is the doctor in? Or, may I speak with Doctor______? Or, I'd like to make
CA: Yes, this is Doctor_______'s office."
(Never say, "The doctor is busy and can't come to the phone."
This may convey the idea that the doctor is "too busy to talk to me..."
) "The doctor's with a patient right now and can't be disturbed,
may I ask who is calling?
*Note: once name is
given, use it frequently! At this stage use the patient's formal name, e.g.
Mrs. Jones, etc.
The most important line in telephone technique
is to be used every time . . . "When was the last time you saw the
PATIENT: I've never been to your office before.
CA: · Is this to make an appointment for
you or your child?
· Who referred you to our office?
PATIENT: Alice Smith asked me to call you.
CA: Compliment Alice Smith: we just love Alice,
she's referred so many patients to our office! Have you been to any other
doctor for this condition? Were x-rays taken? Were lab tests done? (if yes,
tell the patient that it's important to bring the x-rays and reports with
them if at all possible.) Now, let's see what we can do to get you a convenient
appointment. (remember, the appointment must be convenient to the doctor's
schedule) always give the patient choices:
CA: Would you prefer today or tomorrow?
CA: Morning or afternoon?
CA: Terriffic! We have an opening for a new patient
tomorrow at 4:00 or 6:30 pm. Which would be better for you?
CA: Now, Mrs, Jones, let me take some information
from you right now so we can have a file prepared in advance to save you
some time when you come in.
(CA now completes new patient pad)
CA: Thank you for your cooperation, Mrs. Jones.
We look forward to seeing you tomorrow, Tuesday, March 20, at 6:30pm.
*Note: Isn't it a
pain in the rear end to go to a doctor's office and have to fill out all
that basic name and address stuff "one more time?" Why not start
your patients off on the right foot? Have the basic info filled out for
them from information gathered over the phone from the information on the
new patient pad. Complete all necessary paper work prior to the patient's
arrival. This is a very strong concept which demonstrates to the patient
that you run an organized and efficient office and really care about your
patients! The patient's name, address, etc., should be typed on the front
of the patient introduction form.
Introduction to Office Procedure |
The Consultation |
New Patient Procedure- First Visit |
Sample Telephone Script