So, you want more new patients. Your marketing promises that you and your team are “the best.” Can you measure up?
Delivering the excellent experience that patients expect begins long before new patients are seated in your treatment chair; it begins when they call your practice to schedule the appointment. If staff are not trained to expertly communicate with prospective as well as current patients, you are losing money. You are losing patients. And you are losing control of your reputation. I guarantee it.
Too many telephone exchanges with prospective new patients end this way: Office staff member: “Yes, we are accepting new patients. The first available appointment is about six months away. How does late November look for your schedule?” New patient: “Six months to get an appointment? Okay. Thank you. I’ll give that some thought and call you back.” Click. And they are gone.
Did the business employee do something wrong? No. S/he is a competent and personable individual. It’s the scheduling systems that cripple many practices that are actively seeking new patients. They advertise and promise and guarantee, but haven’t made sure that new patient appointments are given priority in the schedule.
Make sure the schedule can accommodate new patient appointments. Train your team to effectively handle new patient phone calls. And develop scripts to effectively guide team members in gathering necessary and useful information from new patients when they call your practice.