Building and maintaining rapport with patients over the phone is really important. Often, a patients first experience with your practice is over the phone. Having consistency when taking enquiries is also important.

In this mini-series, we provide examples of different telephone scenarios that front office staff are faced with on a regular basis:

• Information- seeking Patients

• 'Shoppers'

• Patient Cancellations

• Patients with Financial Enquiries

• Emergency Patients

From these examples, you will be able to teach your front office staff to handle enquiries in a professional and friendly manner which will, in turn, build the relationship that the practice team has with the patient.