September’14 Call of The Month Evaluation
Please listen to the call, and then read our Evaluation.
Call Analysis and Recommendations
Emergency, but only for the patient….
While the Team Member used good inflection, what is most needed in a call of this sort is to take immediate control of the call (to determine the degree of urgency) while demonstrating sincere empathy for the patient, which is one of the best ways to connect with someone, especially someone in need.
Sometimes, what the patient terms an emergency turns out to be something they subsequently choose to defer to have treated. This was definitely not one of those situations, however.
If it is, indeed, the practice’s policy to not invite a new patient emergency into the practice, they ought at least to know who will. In the case of this practice, the Team Member did not follow the practice’s policy, which is to get the Caller in as soon as possible. In fact, the caller learned about the practice because of a Google adwords campaign it was running specifically targeting emergency patients. That makes the call doubly painful, as it cost, not only the patient prompt treatment; it also failed to capitalize on a call the practice paid to generate.