MAIN scripts

New client phone script 

"Effect Exercise Physiology, X speaking, how may I help you?"

• Note down relevant information: Client name/reason for calling

• Be polite and bubbly
  
  

NDIS (Plan managed/Self Managed)

Workcover

DVA 

1. Identifying Client Needs & Concerns

• Ask: "Can you give me a brief summary of why you’re coming in to see us?"

• If insufficient details are provided, ask follow-up questions:

  • "How long ago did this happen?"

  • "Is this a recent or ongoing issue/injury?"

  • "Do you have any other issues that our practitioners might want to know about?"

• Reassure the client:

  • "Our Exercise Physiologists have helped many people with [condition] similar to yourself and would be able to help you manage/treat it."

• Note down any relevant info to add to their appointment notes

2. Appointment Scheduling

• Check availability and offer a suitable time:

  • "We have an appointment on [day] at [time], would that suit you?"

• If they agree, proceed with booking.

3. Explain Appointment Details

• Initial Appointment:

  • Lasts 1 hour.

  • Covers a detailed assessment, treatment planning, and prescribed movement/exercise plan.

• Follow-up Appointments:

  • Generally 30 minutes unless additional time is needed.

  • "Our initial consult is an hour, so please leave enough time for that. Future appointments are generally 30 minutes unless the EP needs more."

4. Collect Client Details

Before finalising the booking, gather the following information:

• Full Name

• Date of Birth (DOB)

• Best Contact Number

• Email Address (if available)

• Third-party funding details (if applicable, e.g., WorkCover, DVA, NDIS). Refer to the table at the front desk with Green Squares and Ticks. *****

5. Confirm Booking in Cliniko

• Enter appointment details and save.

• Confirm the time and date:

  • "You’re booked in for [day] at [time]."

• Explain the text reminder and cancellation policy:

  • "You will receive a text reminder 2 days beforehand. If you need to make changes, please allow at least 24 hours’ notice, as we do have a late cancellation policy."

• Verify the clinic’s location:

  • "Do you know where we are located?"

    • Yes → "Great, 242 Argyle Street, Moss Vale, on the corner of Argyle and Valetta, we have onsite parking."

    • No → "We are on the main street of Moss Vale, at 242 Argyle Street, corner of Argyle and Valetta. It’s a white building with parking out front, across from the Mobil petrol station and KFC."

6. Final Pre-Appointment Details

• Ask the client to bring any necessary doctor’s referrals or medical reports.

• Wear something comfortable, that you can easily move around in.

• "Is there anything else you’d like to ask before your appointment?"

• Reconfirm the appointment:

  • "We look forward to seeing you at [time] on [day]."

Voicemail Scripts

1. General Callback Voicemail "Hi [Client Name], it's [Your Name] from Effect Exercise Physiology. I'm just giving you a call regarding [specific reason – a referral, appointment change, a message, or rescheduling]. I'll try calling you again later today or on [specific day]."

2. Referral Follow-Up "Hi [Client Name], it's [Your Name] from Effect Exercise Physiology in Bowral. We've received a referral from your doctor and I was calling to arrange your initial appointment. Could you please return our call on 0491 001 559?"

3. TCA Email Contact Follow-Up "Hi [Client Name], it's [Your Name] from Effect Exercise Physiology in Bowral. We received your Team Care Arrangement from your GP and I was calling to book your initial consult. Please give us a call on 0491 001 559."

Telehealth Offering Script

"Hi, just calling to cancel my appointment... I have a runny nose."

"Sorry to hear that. Are you seeing us for a joint issue?"

"Yes, my elbow."

"So you don’t lose progress this week, we offer a Telehealth appointment, which is an online video session. Would you be interested?"

I'll send you a link to join with your EP

No Show Policy Script

"Hi [Client Name], just finalising things from today and last week's appointment."

"Sorry, I forgot. I had a lot going on."

"I completely understand, however your session was planned, and notice is really important. The EP was fully booked and we could have offered that slot to another client."

If it's their first no-show and they rebook in the same week, you may waive the fee once, but be sure to let them know:

"I’ll waive the fee this time as a one-off, but we really appreciate notice in future."

Price Enquiry Script

"Hi, I wanted to know the price of an appointment."

"Hi, who am I speaking with? [Client Name]? What were you hoping to see our exercise physiologist for?"

[Client explains issue.]

"Thanks for sharing. Our EPs see that type of injury regularly. How long ago did it happen?"

[Client responds.]

"We can book you in for an initial consultation, which includes a full assessment and personalised treatment plan. Pricing depends slightly on the referral type (e.g. private, TCA, NDIS), but our standard rate is [insert rate here]. Would you like me to check the next available appointments?"

Client Wants to See a Specific EP Who Is Booked Out

"Hi, I wanted to book in with [EP Name]."

"Hi, who am I speaking with? [Client Name]? What were you hoping to see our EP for?"

"[Client explains issue.]"

"Our other EP, [New EP], is highly experienced in [client's issue] and has availability on [date]. I know you were hoping to see [EP Name], but they’re fully booked until [next availability]. Would you like to get started sooner with [New EP]? They’re across your issue and can ensure you start progressing straight away."

If client is hesitant:

"We want to make sure you get the best possible care without delay. [EP Name] has reviewed your situation and agrees [New EP] is a great fit. If you'd like, they can also give you a quick call to discuss."

Cancellation Policies & Scripts

If cancelling with 24+ hours notice:

• Offer to reschedule later that week.

• If not possible, offer for following week.

If cancelling same day:

• Offer same-day or later-week alternatives.

• If they decline, explain late cancellation policy.

If client is a no-show:

• Call 5 minutes after the session starts.

• Call again after 15 minutes if no contact.

• Explain the no-show policy when they return your call.

Common reasons and responses:

1. Due to soreness or flare-up "Our EPs still want to see you. They can adjust your session to manage the flare-up and prevent further setbacks."

2. Not motivated "It’s important to stay on track with your goals. We understand motivation dips, but even small progress helps."

3. Busy week "Let’s try to fit you in around your schedule. What times work best for you this week?"

4. Cancellation due to COVID concerns "We offer Telehealth or outdoor sessions, and are taking all necessary safety precautions in clinic. We want you to stay on track with your health."

5. Cancellation due to injections "Your session can be adjusted for light movement. Staying active is still important. You can also check with your GP if unsure."

Late Cancellation Payment Script

"Just finalising today's session. I also need to process the cancellation fee for last week. Unfortunately, we needed more notice to offer that time slot to someone on our waitlist."

If they object due to illness:

"We understand, but this policy protects the EP's time. They were fully booked and we missed the opportunity to help another client."

Walk-In Without Booking

1. Ask how they believe they booked (phone/online/in person).

2. If they mention confirmation:

• "That may have been a system error or a rare mix-up. I’m very sorry. Let’s get you booked in ASAP. Our next availability is [time]."

3. If no record:

• "That’s okay, these things happen. I can book you in for our next available appointment."

4. Always thank them for their flexibility.

Location Script: Moss Vale

"We’re located in the main street of Moss Vale on the corner of Argyle and Valetta Street, in the big white glass building with car parks out the front. We're across from the Vale Cafe and Mobil petrol station. If you're coming from Bowral, go through the big roundabout near McDonald's and past the car dealerships on the left. We're just after that on the left."