Sample Phone Call Script
“Hello, is this Mrs. Jones? Mrs. Jones, this is Becky from Dr. Smith’s office. How are you? Are you free to talk for a few moments?”
At this point, having reviewed their file, you should know enough to engage them in some sort of conversation. This is an indication to them that you are addressing them as an individual and not just as a name.
“Dr. Smith has been reviewing your file and discovered that we haven’t seen you for 7 months. He asked me to give you a call about this.”
Ask how the patient is doing regarding either their general condition or the condition for which they had been seeing the doctor. Remember, let the patient/client talk. This is how you are going to find an entry point for what the barrier has been to come in. Ensure that you answer any questions or handle any confusions which may arise during the conversation.
“I understand what you are talking about. Have I answered your questions to your satisfaction?”
(If the patient/client’s questions have been answered, continue…) “May I arrange for an appointment with Dr. Smith? I have an available appointment at the beginning of the week and in the latter part of the week. Which would be most convenient for you?”
Be considerate of the client/patient’s time and commitments, but be definite in your actions and statements concerning getting the person scheduled. Don’t be in a hurry. Take the time to really talk with this person if that is what’s needed.
During the phone conversation, the important things to focus on are:
- Establish good communication and rapport at the onset of the call.
- Convey a caring attitude for the patient/client.
- Convey the importance of the patient coming in.
- Be very willing to work with the patient/client to overcome any barriers which might be present.
If this person is still unwilling to come in, and you don’t really understand why, the chart should be passed to the doctor (with notes on this phone call). The doctor will then determine what course of action, if any, should be taken. He/she may decide to call the client/patient or send off a nice letter. The important thing to remember is that without knowing about this type of problem, the doctor’s hands are tied in resolving the situation.
Questions or Comments?