The language we use can promote either a positive or negative response in the clinic. The following table of “Don’t Say and Do Say” is an example of how we can change the way we use common words to promote positivity in everything we do.
Don’t Say
You missed your appointment (= bad person)
Old Patient (=ancient, worn out)
Calling to remind (= no memory)
…. Is busy (= So am I)
New / modern (=strange, untested)
Cost (= lots of money)
At no charge (= not worth much)
Educate patient (= discipline)
Running late (= a disorganised person)
My girl/boy (= serving you)
Waiting Room (= Waiting forever)
Pay for (= punishment)
Price (= high)
Discount (= cheap)
Exam (= small)
Cancellation (= you can too)
Dead files
I’ll just give you a quick check up
Do you want a ………?
When do you want to come back? (lacks direction)
75 Dollars
No Worries (= slang)
Say
We missed you today, Sam!
Former patient
Calling to confirm
…. Is with a patient
Improved
Investment
At our expense
Inform patient
Little behind schedule (organised person)
My assistant
Welcome/reception room (you welcome/receive people)
Take care of
Fee (= amount for service)
Fee reduction
Examination
Schedule change
Archives / inactive files
I am going to do an extensive physical examination to locate your problem areas
Would you like / or, can I offer you a…?
I recommend you will need to see the EP again in six weeks (trust and direction
75 (otherwise all people hear are $$$$)
You’re Welcome