Secret Patient Call Analysis
You work hard to promote your practice and generate new-patient calls. To then fail to schedule these patients, because your staff are not handling incoming calls in a professional and effective manner, is an unnecessary waste.
The way your staff handles callers forms the first impression of your practice. This first impression is often permanent and affects your image, reputation and profit. So it must be the best impression you can provide.
By submitting the form below, one of our staff members will call your office pretending to be a potential new patient. He or she will describe problems specific to your practice while rating your staff member on ten qualities
Ten of the Worst Things We Heard while Making Secret Patient Calls
We have conducted hundreds of these calls and selected these ten statements from staff members as the worst.
- “Sorry, I can’t schedule your appointment until I verify your insurance.”
- “Hang on, I have to finish something up here . . . Oh no! My computer just crashed. I HATE THIS COMPUTER!”
- “Please hold.” We waited five minutes before giving up. When we called back we heard, “Please hold.”
- She replied, “Nothing is available on Friday.” We said, “Okay thanks,” and she said, “You’re welcome.”
- “If you don’t tell me which doctor you want to see, I have to schedule you with the new associate. So why don’t you go look at the doctors on our website and call me back.”
- “I’m not at my computer so I can’t schedule you.”
- “We’re pretty expensive here. Are you sure you can afford us?”
- “Well, I’d say you should take a couple aspirin and see how you feel next week.”
- “The doctor is all booked up. You should probably call someone else.”
- “I’m sorry, but the doctor is not accepting new patients right now.” The doctor was shocked by our report.
ExecTech’s Ten-point Call Analysis
- How many rings before the call was answered? If put on hold, how many seconds?
- What is the first impression?
- How much interest does the staff member show in the patient?
- What kinds of questions does the staff member ask?
- When can the potential patient come in?
- How does the staff member handle the patient’s special requests?
- How does the staff member handle tough questions?
- What is the staff member’s communication skill level?
- Does the staff member really want to schedule the appointment or does he or she not really care?
- Overall, does the staff member make the caller want to schedule an appointment
Once the call is completed, we will give you a report on each of your staff member’s ten qualities. We will also give you suggestions for improving your staff member’s performance, at no charge.
As a result, you will know where you stand. You will know what kind of impression your staff is making about you and your practice. You will also know what you must do to increase your percentage of callers who schedule their first appointments.
Note: Until December 31, 2015, this analysis and telephone consultation will be free. Starting January 1, 2016, the fee for this service will be $149.