Dos and don'ts for better scripting: Improving patient communication, one interaction at a time

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Developing strong relationships between the practice and patients requires excellent verbal skills. Every interaction is an opportunity to deepen patients' connection to the practice. Scripting ensures that the entire team says the right thing at the right time in the right way.


Review current scripts. Are you and your team currently using scripts? If you are, take some time to evaluate each script from a patient's point of view. Use role-playing followed by team discussions to see how the scripts could be improved.


Don't recite scripts verbatim. The goal is for the team to take the scripts and adapt them to their own speaking style. You want to have your team engaging patients with superior verbal skills -- not mechanically repeating a script, word for word.

Roger P. Levin, DDS, is the founder and CEO of Levin Group, the leading dental practice consulting firm in North America. For the complete list of dates and locations where you can attend his latest seminar, visit

The comments and observations expressed herein do not necessarily reflect the opinions of, nor should they be construed as an endorsement or admonishment of any particular idea, vendor, or organization.

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