Bad Sample Call

• Team member was struggling to find the patients name in the computer system.
• Should have asked for the spelling of the name - to make the process simple.
• Good rule of thumb: Try not to ask the patient what office they attend.
• After mom explains what needs to be done, Team member should have offered an apology, “I am so sorry to hear that, we can defiantly help you...”
• Team member was having a hard time finding time in the schedule to get the patient in the office, that tone comes across in the call when she hesitates and says, “Uh, let’s see’, and ‘tomorrow - possibly”
• Team member should have addressed the parent by name at the end of the call.