Communication is Key: Improving Interactions and Engagement at the Front Desk

The way that patients feel about their interactions throughout the whole patient experience matter greatly.  The front desk team often has the first and last interactions which tend to have the most lasting impact.  Handling phone conversations can be particularly challenging because the absence of non-verbal cues makes the choice of words and tone even more crucial.  Here are a few additional points to consider for exemplary communication:

Use a template to ask questions

Consider using a structured template for asking questions to gather all necessary information efficiently and avoid repeated follow-ups.  This can be particularly helpful when handling new patient phone calls during which much information is collected.

Ask open ended questions

Open ended questions encourage the patient to tell more about how they are feeling, what they need or what their expectations are.  When the team is able to meet or even exceed the expectations of the patient, that makes for a great experience.

Take notes

Taking notes demonstrates attentiveness and helps retain important details, reducing the need for redundant questions.

Inform the patient what to expect

Clearly inform patients about appointment duration and procedures to manage their expectations and alleviate anxiety.

Ask what questions the patient has

Asking, “Do you have any questions?” elicits a yes or no answer.  “What questions do you have?” causes the patient to pause and think about what to ask as you are assuming they may have something.  It is more of an open invitation to get all thoughts out.

Invite the patient to call or email with questions they may think of later

For anxious dental patients, it can be challenging to think of all their questions on the spot. By offering an open invitation to contact your team later if they think of any additional questions, you demonstrate that you genuinely care about their comfort and are committed to providing them with all the information they need.

By implementing these strategies, your front desk team can significantly enhance patient interactions, ensuring a more positive and lasting impression!