Opening Call PAT Responses 

Question: “Who do you work for?”

Pat Response: (if working SPH Project): “I work for SPH Analytics, an independent market research company located in Fort Worth, Texas. We conduct surveys nationwide.”

Question: “Do I get paid for this?”

 Pat Response: “We have found that people tend to answer questions more objectively when their opinions are volunteered. The benefit to you is that your answers are used to represent thousands of people like yourself and will help healthcare providers to provide better products and services.”

Question: “Why do you have to talk to ‘NAME’?”

Pat Response: “I have some specific questions for ‘NAME’ about their experiences with ‘CLIENT’S’’ services or products.”

Question: “Where does this info go?”

Pat Response: (If client identified): “This information is gathered collectively and sent to “CLIENT” to improve the health care services they provide to their clients.

Pat Response (If client not identified): “This information is gathered collectively to improve the quality of care to people in your area. Your answers will not be connected to you in any way.”

Respondent tells you they are on a DO NOT CALL list and that we cannot call them:

Pat Response: “We understand your concern and want to apologize for any inconvenience this call may have caused you. Our company is aware of the FCC rules. However, these rules only apply to telemarketing sales calls. Our company is a market research firm specializing in surveys concerning the health care industry and we are not selling anything.

Question: “What are you selling?”

Pat Response: “This is not a sales call; we are conducting a consumer (business) research study and are only interested in your opinions.”

Question: “I’m not interested.”

Pat Response: “Your opinions are very important and will help healthcare providers provide better services to people like yourself. This is not a sales call and all of your answers will be held strictly confidential”

Question: “How did you get my name and number?”

Pat Response (if client identified): “Your name and number was provided to us by “CLIENT” because they are interested in finding out how you feel about their products and services.”

Pat Response (if client not identified): “Your name and number was provided to us by an information clearinghouse as someone who is the type of person we are interested in speaking with.”