Ensure your callers can always get through

Ensure your callers can always get through

Jane Braithwaite’s contribution to the Independent Practitioner Today this month is all about the importance of answering calls to your private practice.

NOW THIS is a thorny subject for patients, medical secretaries and consultants alike. Here’s two common scenarios: ‘The patient says she couldn’t get through’. ‘She was a new patient. That’s like gold dust. We need to answer every call’. ‘I just received a complaint from a GP who couldn’t get through to refer a patient’.

How do we answer every call? Is that even possible? How many calls are being answered at your practice today? 50%? 90%? Can you measure this?

Call Answering

TOP TIPS TO AVOID MISSING A CALL

  • Own your phone number. Ensure you have a number for life
  • Measure it to manage it – Monthly reviews of our performance will ensure we continue to focus on this key element of practice management
  • Call audit – Address the reasons why patients are calling and look at ways to reduce the calls that are less productive
  • Technology solutions – Investigate the ways in which your phone system can support the process
  • Voicemail – Ensure messages are returned promptly
  • Appointment reminders – Ensure we include the address and details of how to find us. Ask patients to email to confirm not call
  • Online booking should be embraced by all
  • Call-answering bureaux/call centres – Can be used as a back-up option
  • Patient calls are vital and high priority. It is important to have a culture that treats them as such
  • I will leave you with the famous words of Blondie: ‘Don’t leave me hanging on the telephone.’

Read full article from the Independent Practitioner Today ‘Ensure callers can always get through’

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