Dos and don'ts of communicating effectively with patients

By Roger P. Levin, DDS

July 6, 2009 -- Script your way to customer service success

Every patient interaction is an opportunity for you and your team to "wow" patients. But excellent customer service requires strong communications skills. Levin Group recommends doctors use scripting to improve communication throughout their practices.

Scripting helps team members stay on the same page when communicating with patients -- a necessity for providing top-notch customer service. These two Practice Success Dos & Don'ts can help you upgrade communication in your practice.

Script every patient interaction. Nearly every aspect of the patient experience can be documented and scripted. The more scripts your practice uses, the better trained your staff will be. It may seem difficult and time-consuming to script every type of patient interaction, but when your team knows what to say and how to say it, they provide patients the highest level of customer service possible.

Don't memorize scripts. Staff members should use their own words, paraphrasing the scripts, so that the essential information is communicated to the patient in a natural and positive way.

Copyright © 2009

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