Recently, a client told me that many new patients calling the clinic via telephone to make an appointment were not being booked by the Chiropractic Assistants.
On checking the script the CAs were using, we found that it had many areas that allowed the prospective patients an opportunity to move on and not make an appointment.
Once the client changed to our recommended script below, the conversion rate from prospective new patients went up markedly.
Smile with Present Time Consciousness when answering the telephone
A “clear short script” is the best way to answer the phone, for example, (Smile) “Healthy Chiropractic, Jennifer” (Smile).
“Your Chiropractic Centre, this is Anne.”
After answering the telephone it is important for the CA to establish who the caller is by saying “My name is Suzanne and yours?”. This needs to be established before any other conversation so the CA can use the clients name throughout the call. Always complete the call by using the clients name in the farewell.
“Who am I speaking with (write their name down)?”
“Have you been to our clinic before?”
“Who referred you to our clinic (patient name)?”
“We have special extended visit times allocated for new patients. The next available time I have is at (time) and (day). Does that suit you? (If not, give option of the next available space). For your first consultation you will need to set aside approximately one (1) hour.”
Book the time in the appointment book
“Dr _____ will discuss your history and complaints on your first consultation, and he will determine if your problem can be assisted with Chiropractic Care. If your problem needs to be referred to another practitioner, Dr _____ will do that, and there will be no charge for the consultation.
If your case is one that can be helped by Chiropractic, Dr _____ will conduct a thorough examination, and the charge for that is 65 (do not say dollars).
Following that examination, Dr _____ may decide it is necessary to conduct a scan and take x-ray films of your spine. (If objection, this is a decision made by Dr _____ and is not made here on the phone). The cost of the scan is 35 and the x-rays are 135.
Now, (patient name), I need to get some further details from you so that your file can be prepared for when you come in.”
Full name (confirm spelling)
Date of birth
Contact phone number you may reach them on
Thank you (patient name)
Ask the caller:
“Do you have the clinic address?
Do you know how to find us? (Explain if needed)
Do you need any further information?
Your appointment time for your first consultation with Dr _____ is at (time) on (day).
(If YOU are not on the shift that the person is coming in, tell them the name of the CA who will be here to greet them).
We look forward to seeing you, and have a great day!”
Did you like this article? For more support in this area, read this article on Speaking Clearly.