How does a greeting impact success?
May 1, 2006
Author: Bert Polacek
Many, if not most, patients join a concierge medicine practice with the expectation for more of the physician’s time and attention – at the moment it’s needed. And since the phone is usually the first and most often used point of contact, the way you use this important tool can differentiate you from the traditional practice. Phones should be answered personally by the physician or staff within a few rings. The use of automated systems should be avoided unless absolutely necessary. A professional yet friendly script should be implemented and adhered to.
Over time, staff must be able to recognize the caller and acknowledge their place as a welcomed member. Obviously, this protocol needs to be extended to visits. All staff should know which patients are in the office at any given time and greet them in a friendly and relaxed manner. GSC has found it helpful when its client practices keep a log of non-medical facts about each patient (e.g. they are planning to go to Europe in July) so the interactions can be on a more personal level.This applies to physicians in particular. The doctors must make himself available 24/7 and usually will not have a staff member to act as a buffer after hours. Calls should be returned at the earliest time possible. E-mail, for those patients who prefer it, should be used on a regular basis. Scheduling should be configured to allow for ample patient time and for the unexpected patient need.When it comes to superior service, a pleasant surprise for the patient is the goal. Stories abound about how patients are shocked when the doctor answers his phone, especially after hours or weekends. These experiences, when added to other surprise opportunities in service delivery, assure continued good word of mouth and retention of existing patients
