Do's and don'ts for writing scripts for a better patient experience

Every routine interaction between staff and patients contributes to the quality of the patient experience, for better or worse. Well-written and properly used, scripts can guide team members as they operate practice systems and also add depth and value to patient-practice relationships.

Be prepared with scripts for frequently asked questions (FAQs). Team members hear certain questions regularly in practices. Here, for example, are FAQs related to insurance:

• Is this treatment covered by my insurance?
• What is my deductible?
• Is there an annual maximum limit to coverage?
• Why is this service not covered by my insurance?

At the monthly business review, the dentist and staff should work together to create a list of recurring questions they often encounter and then write effective scripts to respond to them appropriately.

Don't forget to use scripts to improve telephone skills. The telephone is your practice's main connection for bringing in new patients. Scripting will make it easier for your front desk coordinator to welcome new callers enthusiastically, build value for the practice, gather information, and schedule an appointment -- all in a few minutes.

Roger P. Levin, DDS, is the CEO of Levin Group, a leading dental management consulting firm, and one of the most sought-after speakers in dentistry. Dr. Levin has authored 65 books and more than 4,000 articles on dental practice management and marketing. You can sign up for the Levin Group Tip of the Day.

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