"Hi its x-name from Effect Exercise Physiology how can i help?"
-Write down name as soon as its brought up
-Be polite and bubbly
- NOTE: If they are booking straight in e.g. "i'd like to make a booking" say, Yes of course, was this for our Fairy Meadow clinic or Wollongong?
- NOTE: If they are enquiring, go through normal raptor building script but remember to ask WHERE the booking is for Fairy Meadow or Wollongong.
- Find out area on concern or issue they are dealing with (also write this down) "Can you give me a brief summary of your injury/why you’re coming in to see us?"
If they don't give enough information ask these questions:
“How long ago did this happen?” or “and is this a recent or ongoing issue/injury?”
“Do you have any other issues that our EPs might want to know about?”
"Our eps have helped many people with x-condition similar to yourself and would be able to help you manage/treat X."
-If they would like to book discuss with them a good time and date to come in
"We have an appointment on x-day at x-time if that would suit you?"
- If yes, then book their appointment
- Explain the details of an initial appointment (goes for an hour, will discuss treatment plan, proscribe movement/exercise plan will asses the client)
- Also explain the follow up appointments are general 30 mins
"Our initial consult is an hour so please leave enough time for that, future appointments are generally 30 minutes, unless the EP needs more"
"Before you go i'll just grab a few details off you to get your appointment finalised etc."
- To book in you will need to ask for the following information:
DOB
Full name
Phone number or best contact number
Email address if they have one
If they are Workcover, DVA, NDIS, (they will normally tell you) ask for extra details (This details are located on the front desk in a Table with Green Squares with ticks in them)
* THIS IS WRITEN DOWN ON THIRD PARTY FUNDING"
Once appt is booked in Cliniko:
Confirm time and date again
Confirm Text reminder & Cancellation Policy: "You will get a text reminder 2 days beforehand, so if you do need to make any changes, please allow at least 24hr notice as we do have a late cancellation policy"
Make sure they know where we are located: "Do you know where the clinic is located?"
Moss Vale:
Yes > "Great, just on the corner of Argyle and Valetta"
No > "We are located on the main street of Moss Vale, corner of Argyle and Valetta, big white glass building with car parks out the front, across from the Mobil petrol station and KFC.
Fairy Meadow:
Yes > "Great, Inside Base and Health and Fitness"
No > "We are located inside Base Health and Fitness on Cambridge Avenue (put 1 Cambridge Avenue into maps). You are looking for a big grey building with two large black roller doors. There is a sign with Base Health and Fitness on the building. We have a banner with our logo on the fence."
More details if required: Located near "Guest Park", If coming from South, Turn left AFTER traffic lights onto Cambridge Ave, if coming from North, turn right BEFORE traffic lights onto Cambridge Ave
If all else fails use Google map street view to have a look around yourself and try direct them. Offer for them to call you on the day if having trouble
Ask them to bring any doctors referrals or reports if they think they are necessary
Ask if there are any question they have before the appointment.
Confirm time and date once again "We look forward to seeing you at x-time on x-date"