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We've all heard the adage "bad first impressions are hard to overcome." That is definitely true when it comes to your medical practice. How you answer the phone and how you handle patient inquiries says a lot about your practice. Does your front-desk phone etiquette send the message "We'd be honored to have you as a patient" or "We couldn't be bothered"? You might be surprised. Please find below 6 tips for evaluating and improving how your practice handles patient phone calls.

1. Come in through the "Back" Door - Your main, published phone number should be reserved for patients and patients only! Consider a backline phone number for vendors, insurance companies, or personal calls for employees.
2. It's WHAT you say and HOW you say it - according to Protocol and Etiquette Coach Cynthia Grosso, the training of the front desk staff has played an underestimated role in the success of a medical practice. The correct medical office behavior includes the proper handling of the telephone and can set the tone for the patient's entire practice encounter. A pleasant front desk experience does not make the patient feel that he is an interruption, but instead a welcomed guest. Ms. Grosso strongly recommends that you think about the first 10 words that a potential patient hears when calling your practice. Do you want those words to be "Doctor's Office, please hold" or perhaps "Good Morning. Dr. Brown's Office. This is Mary. How may I assist you?" It makes a difference. At InHealth Systems and Services, our phones have always been answered "It's a great day at InHealth. How may I direct your call?" We've gotten more positive comments from customers about that one sentence over the years than almost anything else we've done.
3. Patient Perception and the Malpractice Risk - a recent survey of attorneys who defend physicians in malpractice litigation concluded that almost 70 percent of all malpractice lawsuits could be traced back to a lack of patient satisfaction - the patient's real or in most cases perceived lack of communication on the part of the physician or the staff.  In today's medical environment, a large portion of a patient's interaction with the practice is by phone. Therefore, a large part of the patient's perception of the practice will be based on how that phone contact is handled. According to the Medical Economics article "Where Malpractice Risk Lurks in Your Office," "Office staffers' phone manners can sometimes trigger malpractice suits. Of course, you'll never see a lawsuit where the plaintiff charges 'someone was rude to me".  But, if something goes wrong, it's often the non-medical problems that make a patient angry enough to sue. It's often the deciding factor when the outcome of care isn't ideal or when there's a complication."
4. Get Personal - Make sure that patients (especially potential new ones who might be calling for the first time) speak to a "live" person. While an automatic attendant system may not bother some patients, others may be very frustrated by it. Why risk alienating 50 percent of potential patients when a live person answering the phone will satisfy all of them? Many practices choose automatic attendant systems due to their perceived efficiency. While we are certainly big fans of efficiency - efficiency must serve the greater goal of customer (patient) service and satisfaction. An efficient use of an automatic attendant system that also serves the best interests of your patients might be a prescription refill line or a lab-results dial-in system.
5. The "Direct" Approach is always best - Key personnel who make frequent outgoing phone calls to patients (nurses, insurance clerks, billing clerks, etc.) should have a direct phone number that they give out for return phone calls. Not only will this reduce the number of phone calls coming into the front desk (leaving those lines and your receptionist free to answer potential new patient calls), patients returning calls will stand a much better chance of getting through to whom they are trying to reach - a win-win for everyone!
6. Are you sending the right message? - Oftentimes, when calling your practice, the patient must leave a message for the physician or nurse. When a patient is ill or concerned about a medical condition, they are usually not at their best. At those times, there is nothing worse than talking to multiple people in the practice and having to "repeat your story" over and over again. You should use or take messages at the front desk of your medical practice to minimize that scenario as much as possible. Have front desk personnel ask for and record the following information when the patient calls: patient name, patient's relationship to caller, the best number to return the call, the patient's pharmacy number (they were probably prepared with this information when they called the practice but may not have it handy when someone returns the call); and a brief description of the problem. Now when the nurse or physician returns the call, they can say something like "This is Mary with Dr. Brown's office. I received a message that you called regarding your son who has been up all night long running a fever and throwing up. How can I help you?"  The mother will walk away from a phone conversation like that feeling as if your practice truly cares - you cared enough to make note of what she told you when she called in earlier; you cared enough to pass that message on to the nurse; and the nurse cared enough to reference that information prior to returning the call.

Do you have a front-desk phone tip or success story? We'd love to hear it. Please email us at editor@efficiencyinpractice.com. We may (with your permission) feature you in a future newsletter article.

© 2009 Efficiency in Practice

Sue Kay, Senior Consultant at InHealth, is the editor of Efficiency in Practice, the free eNewsletter for medical practice managers who want to save time, money and reduce risk. For more information and to access your FREE report, The 8 Things You MUST Know About CMS' RAC Program, visit http://www.efficiencyinpractice.com or check out our blog at http://www.efficiencyinpractice.blogspot.com.

This article can be reprinted freely online, as long as the entire article and this resource box are included.

Resale Rights is Profitable for Internet Marketing!

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Many successful internet marketers give away resale rights to their reports, to the untrained eye this may look like they are limiting the amount of profit they can make from their report. What they are really doing is giving people an incentive to distribute it. The profits are yours unlike affiliate program sales, the profit on the sale of resale rights products are 100% yours.

But if the product with resale rights is sold to an unlimited number of people, the market would just be saturated and there will be little room to make a profit. There are e-Books with resale rights on just about every possible subject, all you have to do is find them for your target group and you will earn profit from them. When you have your e-books you can sell them to others for 100% profit, for more detail visit www.resale-rights-explained.com that is the beauty of resale rights and digital products you can reproduce your stock as many times as you like for free.

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Though you are justified to sell a resale rights package for a price higher than the value of the products, if you ask an outrageous amount you'll have difficulty making sales.

Mostly internet marketing users wholesale or have sell resale rights products, but not numerous have been involved among additional types of money making programs, it becomes apparent where the smart money is. Both goods are profitable resale products, both may include or may not include full resale rights or partial resale rights, but the key to success in making money is choosing the right product for the right audience, and promoting it.

You just have to list a few e-books with resale rights and wait for the money to roll in, right. In conclusion, buying and selling resale rights products is definitely a simple small slash to make money online. This makes resale rights the smartest option and top way to make money online for nearly all people.

Many successful internet marketers give away resale rights to their reports, to the untrained eye this may look like they are limiting the amount of profit they can make from their report. What they are really doing is giving people an incentive to distribute it. The profits are yours unlike affiliate program sales, the profit on the sale of resale rights products are 100% yours.

But if the product with resale rights is sold to an unlimited number of people, the market would just be saturated and there will be little room to make a profit. There are e-Books with resale rights on just about every possible subject, all you have to do is find them for your target group and you will earn profit from them. When you have your e-books you can sell them to others for 100% profit, for more detail visit www.resale-rights-explained.com that is the beauty of resale rights and digital products you can reproduce your stock as many times as you like for free.

The most common types of resale rights are - Basic Resale Right – the customer of the product can resell the product without alterations, Master Resale Right – the purchaser can sell the resale right of the product, for more detail visit www.guide-to-plr.com Private Label Rights – the purchaser has the right to alter the product and even claim authorship after making substantial changes.

Instead of creating your own product you could buy a private label rights/resale rights book/software program completed with sales letter and you could start making money immediately.

If you are good at producing great sales, copy the letters that come with many resale rights and private label rights products are still good to have because they give you a base to work from when writing your own letters. Select master resale rights products or private label products that relate to your website's niche and that can be packaged with other products and given away for free.

Though you are justified to sell a resale rights package for a price higher than the value of the products, if you ask an outrageous amount you'll have difficulty making sales.

About the Author

www.private-label-contents-riches.com

www.resale-right-profits.com

Why would my 2000 Chevy Blazer front right side Squeek when I make a right turn?

Only when I turn right, my 2000 Chevy Blazer makes a swish, swish, squeeking noise up by the right front tire. What could this be??

A puppy, or your brake needs alignment.

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