Speak up, Slow down, and Smile

Jackie Delk

Creative Director

 

My husband missed an unexpected call this morning from his internist's office, a medium-size practice with several staff members who interact with patients on-site and on the phone. The caller left a message, which he attempted to return immediately. The challenge: he couldn't make out the name of the person who called or why she had called. He brought the phone to me to listen to the VM, and all I could make out was that it was a message on behalf of his doctor with the ending words "and ask for me." The gal had talked too softly and far too fast. The words ended up in a blur. We are new to this practice, so the staff names are still unfamiliar to us. This put my husband in the awkward position of having to call back and say, "Someone just called me, but I don't know who it was or why they called." Well, of course, neither did the person who answered the phone.

 

Phone etiquette is so critical to good patient and public relations that the obvious bears repeating: A receptionist, or anyone else who helps answer the phones or makes calls to patients, should adhere to quality standards that reflect well on the practice. If you are the practice manager or the doctor, call your own main number once in a while and see if the way the phone is answered meets your expectations. If a patient says, "I can never understand Nurse Jean when she calls," take note and follow up.

 

I interact with many medical practices on a weekly basis, and I am always duly impressed by a pleasant, clear, and professional voice, one I can understand and immediately feel comfortable with. Too often, though, I find myself saying, "I'm sorry, who is this, please?" Either no name was offered (not a very friendly approach) or the name was offered too quickly and came across garbled. Worse, I have had many calls where I wasn't even sure I had reached the correct number because the practice name was not audible. Having to ask, "Is this Dr. Name-goes-here's office?" is not a good start, especially for a potential patient.

 

Every interaction on the phone is a chance to make a practice sound welcoming, smart, and patient-focused. When the practice representative sounds rushed, unfriendly, or unhelpful, it gives the appearance that the overall practice culture is like that. And that may not be the case at all.

 

Remind everyone on staff that every call matters. Speak up, slow down, and smile.

 

End of story: Caller located. Prescription changed. The nurse knows she prompted my blog today, and she took it good-naturedly.