Embedded Files
Handling routine calls
Handling routine calls
Answering the Telephone:
Answering the Telephone:
- Greet the caller
- Identify the Practice
- Introduce yourself
- Enquire as to the caller’s name (confirm spelling of surname).
- Assist the caller.
Your Voice Must Be:
Your Voice Must Be:
- Clear, positive and enthusiastic.
- You should speak with energy and clarity
- You should attempt to vary or change the tone of your voice during the call.
- You should attempt to express what you are saying in a grammatically sound manner.
- You should smile as you speak. It comes through the phone.
As the telephone is usually the first point of contact, aim to answer it within two or three rings. We consider you to be the “Director of First Impressions”
You are the voice of our Practice, what you say reflects upon us and our business. Always be friendly and smile, it comes through your voice and reassures the listener you are there for them.
Always be polite. The more upset or louder a patient is, the quieter your voice should get!
Aggressive / abusive patients may be:
- Very sick or in pain themselves
- Worried about a relative or have one in hospital
- Cannot afford an account
- Can afford an account but hope to intimidate you and avoid paying it.
Key Points
Key Points
Listen carefully and respond to the caller throughout the entire conversation.
Ask relevant questions to get the information you need.
Do not rely on your memory to remember the information given. Take selective notes.
Do not attempt to do many things at once. The caller must have your full attention.
Make sure your responses to the caller move the conversation forward so you get to the point quickly.
Be assertive and speak with enthusiasm.
Do not jump to conclusions. At the end of the conversation clarify the information so the caller understands fully what action is to be taken.
Handling difficult calls
Handling difficult calls
When handling a difficult caller:
- Don’t take it personally
- Don’t try to win an argument
- Don’t interrupt
- If they are shouting, lower your voice
- Be courteous and tactful
- Show empathy
- Listen and take notes
- Take immediate action
- Thank them for bringing the problem to your attention
- Honour your commitments
- Let them hang up first
Never give any treatment advice or patient reports over the phone. We will not support you if you do this.
Never give any results (X-rays) over the phone unless you have cleared this with the Physiotherapist involved.
Never release any details of any patient who has visited, do not confirm or deny it, give out days or dates, etc. Direct such enquiries to the Manager or treating physiotherapist.
Message policy
Message policy
Phone messages are to be taken and distributed via email immediately on conclusion of the conversation.
The message must note:
- To Whom
- Time of call
- Summary of message
- If a response is required
Urgent messages should be brought to the attention of the party immediately.
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