Resource Centers:(News, information, and tools to support your practice)
March 2010
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Team Tips: Communicate the correct message
Ever hear the phrase, “It’s not what you say, but how you say it”?
This is especially true in how you talk to and present things to patients, and it is extremely important for good communication.
Ensuring your patients hear you correctly helps you communicate the appropriate message because your word choice sends a message by itself. Choose your words carefully, and remember, you want every patient to have a good experience during the appointment.
Turn a phrase
Avoid words with negative implications, such as “never,” “no,” or “that’s impossible.” Instead, turn your words around to a positive message, “I’m sure we can find a way, let me see how I can help you.”
Instead of using such phrases as “squeeze in” or “fit in” — which may imply to patients they won’t get the best possible service — have your scheduling person say, “Let me find a time when the doctor can spend time with you.” Keep in mind that when patients ask your office to squeeze them in, it doesn’t necessarily mean it will be a quick appointment. You may also shortchange the patient and stress your staff when someone squeezes into a time slot.
Another negative implication is to say, “We’re too busy.” You would never want the patient to think you’re too busy to see them. This could also wreak havoc with patient referrals. If you’re too busy to see a patient, why would they want to refer someone else? Put a positive spin on it and say, “We have a lot of patients scheduled today, but we have an appointment available at 2:00 p.m.”
Lead the way
The person scheduling the appointments must be assertive and able to lead patients toward appointments where they will get the best possible experience. If a patient requests an appointment at 11:00 a.m. and that isn’t the best time for her to get the best results, lead her to a more optimum time. “Mary, I don’t have 11:00 available, but I do have 10:45 a.m. or 11:15 a.m. Which would you prefer?”
Also, never indicate you overbook your schedule by telling patients, “We already have too many patients at that time.” Have your CA flip it to show the patient how valuable you think they are by saying, “The best time for you to see the doctor today would be at 2:00 p.m. or 2:45 p.m.”
Another phrase for your CA to avoid would be, “I’ll schedule you at 11:30 a.m., but be prepared to wait a long time.” No patient wants to wait, so have your CA lead them where you want them with the promise of little waiting time, but try not to use the word “wait.” Have the CA say, “We will do our best to get you in to see the doctor as quickly as possible. We have time set aside for emergency appointments, so if you are in pain, please come at the end of the day and the doctor will take care of you.”
Loose lips
Your CA should avoid revealing too much information, such as “The doctor is off today.” You don’t want her to imply you are off playing golf or fishing, even if
When a patient notices you’re busy and asks how many patients you see in a day, don’t tell them, “We usually see 50 patients a day.” The patient may multiply that number by your office visit fee and decide you make too much money. Do say, “We are able to help a lot of people, isn’t that great?” Note: If you have a busy practice and use a sign-in sheet, change it often. It’s best to have only 12 to 15 patients per page so the patient can’t count the names.
Choosing your words wisely helps ensure your patients hear you correctly, saving you time and hassle later, and guarantees they have a good experience during their appointment.
Susan Hoy is an award-winning team trainer and consultant. She presents training seminars for teams throughout the country and is the author of two team training manuals. The newest is entitled Systemize, Organize, Simplify. She can be reached at 215-674-0130, suzzhoy@aol.com, or through www.beefitup.net.
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SCHEDULING TIPS
Handling vacations
The schedule always gets busy a few days before and after you take a vacation, so plan ahead. Have your CA lead regular and wellness patients away from busy days by saying, “Dr. Smith will be on vacation that week, so, since you’re on a regular schedule let’s schedule your appointment during the less busy days.” Or “Dr. Smith will just be returning that week, so let’s schedule your appointment for the week after that.” Try to keep those immediate appointments for acute patients who must see you.
Limit choices
When it comes to scheduling, too many choices lead to inefficiency. For best results, give only two choices to the patient: “Would you prefer morning? OK, the morning appointments available are 9:15 a.m. or 10:45 a.m. Which would you prefer?” Be sure to lead patients to an area that serves them and your staff.
For example: Your daily cluster-booking slot is 9:00 a.m. to 11:00 a.m. You want to book the three 9:00 a.m. appointments before booking any 9:15 a.m. appointments, and fill in appointments from early to afternoon and late to afternoon. Your goal is to have available spots in the middle of that cluster for catch-up purposes.
New patients
Set aside time in your schedule for new patients. Since most patients are not used to getting an appointment the same day, have your CA say, “We always put special time aside for new patients because we know that when you call you need to be seen as soon as possible. The times we have available today are 10:15 a.m. or 3:15 p.m. Which would you prefer?” Now you have impressed your new patient with your patient-services techniques, and lead them to nonbusy appointment times.
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