TeleHealth Script
"Hi, just calling to cancel my appointment... i have a runny nose."
"Hi NAME, that is not good to hear I hope you're feeling better soon... And what were you seeing our EP for?"
"I have a sore elbow"
"Now I know that your EP has a management plan for you to help you recover from that as soon as possible. Did you know that they can deliver your appointment via telehealth? We have many people who see our EPs for treatment using their phone, tablet or computer and they perform their session from the comfort of their home. It's really easy to setup and I can even talk you through the process now if you like.
"Yes, how does it work?"
"We use ZOOM to run our online calls. It is free to download and you do not need an account to join in a call. Our EP will send you an email at the time of your appointment to access the call and all you have to do is click on the link. From there it is just like a regular consult. You will chat to your EP, they might take you through some assessments or check your movement and you will probably go through some exercise"
"Ok that sounds good"
"Great, lets keep your appointment time and EP NAME will see you then"
OR
"Great, let's find a time that works for you now."
MAIN THEMES AROUND REBOOKING
Talk about the WHY. Why are they coming in to see us and why is that important to them (don't just talk to them about them being sick)
Make it personal. If you know the client, talk to them on the phone about their life before diving into rescheduling
Make sure to let clients know that Telehealth is not new and everyone is using it (create social normality)
Talk in a slow, calm voice. Putting a smile on your face makes you articulate your words better over the phone
VIDEO OF SCRIPT IN PRACTICE HERE
Other questions
Client - " am i still charged the same amount?
"Yes as it is the same service you would receive in the clinic"
Client- "I'm not very good with technology"
"That is ok, let's go through a practice call now if you like. It's that easy"
Client - " I don't have the equipment the EP has"
"Your EP caters your session to be able to perform exercise without that equipment. Just like your home exercises"