Scripting gives CAs the right answers
By Susan Hoy

From the moment your CA answers the phone, he or she creates a perception of you and your office. That perception influences your patients to stay with you.

Patients choose to stay because:

• They feel important and welcomed at your office;
• They receive quality care from you and your staff; and
• They are treated respectfully, courteously, and efficiently.

Great patient care does not happen by accident. In order for your patient to have a memorable experience in your office, your staff must be well trained in the procedures, systems and protocols in handling every situation that may arise in the day-to-day operation of your office.

An essential component of CA training is knowing how to answer questions as they arise and handle situations comfortably and confidently. Scripting helps provide this training, with the result that your CAs can answer questions confidently, using appropriate verbiage.

For example: Instead of saying, “We have found that it’s much easier if you schedule your appointments in advance,” a better script is, “As a service to our patients, we offer advanced appointment scheduling. By scheduling your appointments in advance you will get the appointments that are most convenient for you.”

Here are a several difficult situations, along with suggested scripts for your staff:

• A potential new patient asks about prices.“Our prices are quite reasonable. We have several very affordable payment options. We’ll check your insurance coverage and go over the plans. There is no obligation to you, until you have agreed to receive care.”

• A regular patient requests an inconvenient appointment. “Mr. Hanson, I know that you like to get in and out as quickly as possible, so let me help you find a time when the doctor can see you more quickly.”

• The doctor needs extra time with a patient. “Mrs. Johnson, I know Dr. Smith likes to spend a little extra time with you, so let’s find an appointment when time allows her to do that.”

• A caller demands to speak with the doctor: “Mr. Lawrence, Dr. Smith is with patients right now and has asked not to be disturbed except for an emergency. I’ll be happy to get a message to him as soon as possible.”

• A patient misses an appointment. “Hi, Janet, we had you scheduled for 10 a.m. Since we didn’t see your smiling face, I’m concerned that we either made a mistake or you forgot. Please contact me to reschedule.”

• A patient cancels because of a busy schedule. “Sally, I know you’re busy, but your treatment plan was created for the best possible results. Adjustments are less effective if too much time passes and result in slower recovery. Tell me when you can come in, and I will make sure you get out quickly.”

• A patient feels better and wants to cancel. “The best part of chiropractic care is that most patients feel better quickly. However, it is extremely important to continue with your treatment schedule so you don’t lose the progress. Symptoms are the last thing to come and the first thing to go. Let’s make a more convenient appointment for you.”

• A patient is reluctant to make an appointment. “Lisa, Dr. Smith has indicated that you need to come back on Friday. Let’s just go ahead and schedule that appointment so you get the time most convenient for you.”

Scripting must be practiced so that the answers become second-nature. Your goal is to have your staff speak the words with sincerity and genuineness. Staff performance, reliability, professionalism and knowledge always reflect on the chiropractor. How your staff handles situations can make a huge difference in patient retention and satisfaction.

Susan Hoy is an award-winning team trainer and consultant. She can be reached at 215-674-0130; suzzhoy@aol.com; or through her Web site at www.beefitup.net.