Download - Full Day Training Presentation for Dr. Patel
![Page 1: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/1.jpg)
South Shore Dentistry Dr, Mehul Patel
Presented By Kamala Rudolph RN, MCOS VIPS Program
![Page 2: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/2.jpg)
“Building A Strong Foundation Through Internal
Marketing And Systems”
![Page 3: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/3.jpg)
How Do The Elite Dental Offices Do It?
![Page 4: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/4.jpg)
Give patients a warm introduction and cordial addressing
Reinforcing patient satisfaction and building loyal relationship
When the current patient can feel valued and appreciated, the team has set the stage for a strong referral program which is key to a thriving oral surgery practice.
The Elite Dental Offices-
![Page 5: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/5.jpg)
Internal marketing is an ongoing activity shared by the entire team The oral surgery team who has internal marketing knowledge can be the most powerful tool in successfully promoting our practice. Internal marketing requires a friendly professional motivated team of doctors and supportive staff.
Internal Marketing
All team members must have the
desire to learn and excel
Dr. Patel furnishes the
highest quality care available
We utilize the newest technology and techniques
![Page 6: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/6.jpg)
Referred patients made to feel special will express their positive experience to the general dentist whom referred them A strong referral network of satisfied general dentist is more likely to recommend our office to other general dentists. General dental office managers and team members are more likely to refer patients to a team that is friendly, engaging and well known by the office. A powerful internal marketing program will function like a well-oiled machine
What Can Internal Marketing Can Do For Us
![Page 7: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/7.jpg)
How To Address New Or Returning Patient?
Taking the call and cordially addressing
Identifying new or Returning patient.
Referring to doctors.
![Page 8: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/8.jpg)
Welcome the patients Completing paperwork And consents Make the patients comfortable
When The Patient Arrives…
![Page 9: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/9.jpg)
The Silent Indicators •A good office appearance is always very important. •A cluttered operatory, an unorganized sterilization area, or a dirty tray that’s visible can reverse the patient's perception created by a well-trained staff.
![Page 10: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/10.jpg)
Discussion And Role Play Time
![Page 11: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/11.jpg)
Following the handoff of the patient from the front office to the assistant, the assistant will greet the patient and introduce themselves, shake the patients hand and then they will walk the patient to the operatory.
Small talk is important and critical Release the patient’s mind . Make him comfortable
From The Front Office To The Assistant….
![Page 12: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/12.jpg)
Once the patient is comfortably seated in the treatment chair
there are a few things to keep in mind…
Clinical Involvements
![Page 13: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/13.jpg)
Then briefly interviews the patient and acknowledge their reason to be here
Also find out who is the referring doctor and determination of their motivation
The assistant should always introduce the doctor when he enters the treatment room.
Clinical Involvements
![Page 14: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/14.jpg)
Always explain to the patient about any necessary x-rays that may be required and ask their permission to obtain them.
Clinical Involvements
![Page 15: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/15.jpg)
When doctor is not available immediately- Asking general leading questions- marketing the doctor and his skill set.
Clinical Involvements
All Employees Should Be Aware Of The Doctor's Credentials And Ability.
![Page 16: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/16.jpg)
Complement the existing dental work if possible and co-diagnosing any possible concerns.
The treatment rooms are often chilly. Always ask the patient if they are cold and offer them a warm blanket.
Clinical Involvements
![Page 17: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/17.jpg)
Try not to leave the patient alone for a long period of time.
Many patients experience increased anxiety when left alone for an extended amount of time.
Clinical Involvements
![Page 18: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/18.jpg)
Interviewing Patients To Meet Their Expectations
![Page 19: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/19.jpg)
Interviewing Patients
Try to determine patient’s expectation Begin your interview with a social question
It will help relax the patient and build rapport
![Page 20: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/20.jpg)
Patient should never feels cut off or spoken over at any time
Ask open ended questions
Do not ask questions that require only a yes or no answer
Begin your interview with a social question After that lead into dentally related questions Always pause after you’ve asked the question to allow the patient time to answer the question thoroughly.
Interviewing Patients
"I understand that your back tooth has
been giving you a lot of problems, is
that correct?"
![Page 21: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/21.jpg)
Addressing patient’s objection The art of obtaining this information is perfected through great listening skills and rapport building.
Always make patients feel comfortable
They also need assurance that there is no judgment and we can help them.
Interviewing Patients
![Page 22: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/22.jpg)
Interviewing Patients
After the interview, briefly summarize the conversation.
This allows correction of any misunderstandings and demonstrates the willingness to truly understand the patient's individual needs.
![Page 23: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/23.jpg)
Non-verbal Communication
![Page 24: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/24.jpg)
Nonverbal communication is proven to be more powerful than verbal communication. Communication researchers estimate that 50% to 90% of information received by the patient is exchanged during a face-to-face contact and is through nonverbal channels.
Non-verbal Communication
![Page 25: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/25.jpg)
Non-verbal Communication
![Page 26: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/26.jpg)
Facial Expressions
Non-verbal Communication
Body Positioning
![Page 27: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/27.jpg)
Use Of Space
Non-verbal Communication
Personal Appearance
![Page 28: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/28.jpg)
![Page 29: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/29.jpg)
Tone of Voices
Non-verbal Communication
![Page 30: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/30.jpg)
Patients find nonverbal messages to be more believable than the spoken word.
Nonverbal communication is very powerful
because it can express emotions and attitudes. The way you speak, present yourself
professionally, move and dress speaks volumes about your attitude towards the oral surgery office and yourself.
Non-verbal Communication
![Page 31: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/31.jpg)
Listening Skills
![Page 32: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/32.jpg)
Effective listening promotes understanding and patient commitment to the practice.
Effective listening effectively demonstrates the patient's concerns
Your good listening skills can actually be used to encourage the patient to play a more active role in co-diagnosis and obtaining their treatment.
Also, be aware that good listening skills are not over when you are done listening.
Listening Skills
![Page 33: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/33.jpg)
Carefully read the following steps of good listening and commit
them to memory. These steps are used as guidelines to allow the patient to recognize that you
have listened effectively
Listening Skills
![Page 34: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/34.jpg)
Paraphrasing is communicating in your own words what the patient has said to you. Usually began with something
similar to this "so what you are concerned about is…" or "so what you're saying is…" and "i understand that” or "your question is…".
Listening Skills
Paraphrase
![Page 35: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/35.jpg)
Listening Skills
Paraphrase
Paraphrasing increases the patient's confidence that you truly understand their situation and helps to build trust between the office and the patient.
![Page 36: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/36.jpg)
Following the patient interview and diagnosis the team member will briefly summarize the conversation. This also confirms understanding and agreement between both parties.
Listening Skills
Summarizing
![Page 37: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/37.jpg)
The patient that feels talked down to or criticized will immediately shut down.
Listening Skills
Be Careful With Criticism
![Page 38: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/38.jpg)
Through effective communication, a team member can ask clarifying questions in an empathetic voice that will encourage the patient to disclose their actual perception or concern.
This disclosure not only confirms that the team member is successfully building trust with the patient, but identifies possible objections or concerns that need to be addressed to put the patient at ease.
Listening Skills
Be Sure To Ask Questions
![Page 39: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/39.jpg)
Some Of These Statements Below Are Examples Of Voicing
Concerns Or Objections:
Listening Skills
![Page 40: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/40.jpg)
"I need a lot of gas" "I am a
terrible patient"
"Is Dr. Max a good Dr.?"
"I'm not sure that I should do this treatment
at my age, what for?"
"My old dentist says I need this treatment but I
really don't think so so"
"Why won't my dentist do this procedure in his office?"
"I'm not going to spend
thousands of dollars in my
mouth"
"I only want what my
insurance will pay for"
"I have a low pain
tolerance"
"Is this going to hurt?"
![Page 41: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/41.jpg)
These questions are easily determined to be undisclosed objections. Many of these patients are actually expressing anxiety or fear. Other patients need to understand the value added with completion of their treatment. Some patients just want to hear from a second party that does not have a vested interest if treatment is necessary.
Listening Skills
![Page 42: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/42.jpg)
Eye Contact
![Page 43: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/43.jpg)
Eye contact is critical to projecting a concerned and confident image. Use strong eye contact to communicate confidence and credibility. Make eye contact at the beginning and at the end of your statements
Eye contact
![Page 44: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/44.jpg)
During the lasts 30 seconds of the
conversation make strong eye contact Don't overdo it. Holding the persons glance for too long can be very uncomfortable. Pause and look away when necessary.
Eye contact
![Page 45: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/45.jpg)
Strive for a relaxed but erect posture: a relaxed posture urges the patient to be relaxed and more open and honest with you. Always stand with your shoulders even and your chin level.
Keep your upper body open.
Closed arms (like you were chilly) and other closed body positions can imply to some patients defensiveness.
Good Body Language
![Page 46: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/46.jpg)
Equality in body position promotes equality in communication.
However, if you feel you
need to "hold your own" with the patient do not stay seated if they are standing
Always Stay On An Equal Level:
![Page 47: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/47.jpg)
Shoveling papers aimlessly, looking at your nails, drumming your fingers, smoothing or twisting your hair, ringing your hands or tapping your pencil gives the patient the perception that you are impatient or bored.
Don't fidget
![Page 48: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/48.jpg)
Always approach the patient slowly.
Try to sit down first and then ask
the patient to have a seat. These two techniques provide the patient with the impression that you are not in a rush
Communicate Concern Through Time
![Page 49: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/49.jpg)
Touch the patient in a positive social manner prior to treatment.
A handshake or light touch on the
shoulder can counteract a potential negative experience with touching the patient during treatment
Communicate Concern Through Appropriate Touch
![Page 50: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/50.jpg)
The dental health-care providers have to work in this intimate space which can create great anxiety for the patient.
When you are in the patient's view, move slowly. Moving slowly indicates that you are not rushed and eases patient anxiety
Occasionally drop your eye contact
Temporarily move away from the patient. This gives the patient "breathing room" and then you will move back in.
Always ask before touching the patient's personal belongings.
Personal Space
![Page 51: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/51.jpg)
Vocal Effectiveness
Voice inflections when you speak have a huge impact in building the patient's trust, interest, and motivation.
Recording patient interactions such as the new patient interview, case presentations or diagnosis explanations should be used for training and team member practice models when practicing voice effectiveness.
Team members should practice and listen to the future recordings for improvement.
![Page 52: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/52.jpg)
So far, the tools that have been presented to you have been developed to support the vision and prepare you to initiate honest and ethical internal marketing strategies.
Many dentists do not realize that investing in
developing a professional well-trained team can be the best investment they have made in their practice.
![Page 53: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/53.jpg)
The truth is, when the patient does not have the perception of a friendly and unrushed professional interaction on the initial call they do not schedule and appear to be one of the type casted bad potential patients.
![Page 54: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/54.jpg)
Patients tend to assess the quality of their dental treatment by the quality of their experience and personal contact with the dentist and the team
members.
![Page 55: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/55.jpg)
Every team member should view every patient conversation as an opportunity to convince them that they have picked or been referred to the dentist.
![Page 56: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/56.jpg)
Each team member plays an important role in developing great public relations and reputation. The public image of any business is dependent not only on the business owner but on the team members as well.
![Page 57: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/57.jpg)
Attitude, communication, and your ability to represent the office in a good light should be taken into consideration in any performance review.
![Page 58: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/58.jpg)
An employee that is nice but inapt in professional presentation and behaviors is not an employee that can genuinely promote or support a successful oral surgery office. Each doctor should determine which employees he would prefer to represent him in the public eye and stay committed to this process when staff changes occur.
![Page 59: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/59.jpg)
Why Should Team Members Be Held Responsible For Internal Marketing?
![Page 60: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/60.jpg)
The dentist is not able to tell the patient that they are the best healthcare provider that they will ever know. Team members and patients tend to build rapport and trust more quickly than the doctor and patient. Patients often value the opinion of the dental assistant or another team member at a very high level. They can easily identify objections that were not obvious to the dentist and overcome these objections.
![Page 61: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/61.jpg)
The power of the entire team being dedicated and committed to internal marketing can supersede almost any costly marketing campaign. When the team creates a more successful, profitable, and enjoyable practice, the office may have more resources available to create a great working environment and programs that are beneficial to the team.
![Page 62: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/62.jpg)
Review Morning Report Discuss any knowledge of special events, awards, or accomplishments the patient may have achieved.
Quote of the day
Providing Messages Of Quality Care
![Page 63: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/63.jpg)
A positive, motivated staff relays positive and motivating messages to
patients.
Providing Messages Of Quality Care
![Page 64: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/64.jpg)
Employees that believe in the product the doctor provides should easily and enthusiastically be able to promote the doctor and endorse his credentials and skill set to the patient with genuine honesty.
Through every interaction with patients, team
members can build positive relationships by listening well, supporting the doctor, and giving concise explanations of dental treatments and chatting about a variety of appropriate topics.
Providing Messages Of Quality Care
![Page 65: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/65.jpg)
Handling "Telephone Shoppers"
When patients call and inquire about fees, many dentists prefer that the receptionist explains to them that before quoting the fee the doctor needs to do an examination and determine what treatment is required. The receptionist will quote the patient a range of fees. Quoting the patient a range of fees gives them the perception that every procedure has a fee range and is negotiable.
![Page 66: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/66.jpg)
"Why don't I set you up with an appointment to come right in so the doctor can tell you exactly what you need and I can explain any charges to you. If you decide not to proceed with treatment in our office, there will be no charge to you." “I can provide you with a quick consultation with us at no charge and you can get all the information you need.” “How soon can you come in?” “Dr. Max always wants his patients to get the best information we can provide so he prefer that you come in for a quick, no obligation, consultation and he can provide you with the accurate information you deserve.”
It is suggested that the savvy receptionist very cheerfully suggest something like this:
![Page 67: Full Day Training Presentation for Dr. Patel](https://reader031.vdocument.in/reader031/viewer/2022020306/5565d827d8b42ae8258b4cae/html5/thumbnails/67.jpg)
Patients will tolerate being put on hold better if the team member identifies who the patient is and asks the patient their permission to place them on hold in a friendly non-assuming manner.
If it is unavoidable to put a new patient on hold, a well trained team member will ask the patient if they would prefer to be called back as quickly as possible or would they prefer to be placed on a brief hold along with a sincere apology for the delay.
Putting Patients On Hold