Characterizing Your Business Tone
Medical offices tend to have a formal business tone. You want to be consistent with your business tone. This helps patients associate your office with professionalism and trustworthiness. Understanding your main patient demographics can help you set your business tone. If you want to establish that you are a professional, yet laid-back office, then you could incorporate a bit of millennial lingo. If your patients are mostly older, it is best to stick to a strictly professional tone.
Email templates are great for streamlining communication between you and your patients. A template ensures that no necessary information is left out. Various templates can include new patient inquiries, information submission, and complaints. To ensure there are no issues with the templates themselves, ensure that the guidelines are concise and easy to understand.
How to Interact
When someone submits a form, question, or leaves a review it is important to respond in a timely manner. A good tip is to set up an automated response. This lets the person know their information has been officially submitted and someone will contact them soon. Have your hours of operation and expected response time clearly visible on the page. Many offices utilize a live chat option on their website or app. This allows the office to speak to more than one patient at a time.
Everytime you respond to a patient, make sure you are clear and concise. It can be easy to assume the patient knows the same things that you do about your office, but they usually do not. They may need many questions answered. Be accurate with your information and be patient with any miscommunications.
How to End a Conversation
The end of a conversation, whether online or over the phone, should include a call-to-action. Call-to-actions encourage further communication, strengthening your relationships with the patient. Call-to-actions can include:
-”Do you have any other questions?”
-”Is there anything else I can assist you with?”
-A link to a list of your services, list of accepted insurances, FAQ’S, or any other information they can look into.
Dealing with Negativity
Unfortunately, there will be moments where your office will have to deal with complaints or bad reviews. Negativity should be handled with excellent communication skills. Even if the patient is wrong, your response should be humble, but confident. Provide solutions to complaints and always follow-up when possible. Following-up with a patient who shows you care and can build their trust.