Orthotown November 2024 - 42

* Return the call: If no second
call is received, call your practice
back. Record the call using Vidyard,
Zoom or a similar tool.
* Book a consultation: Schedule
a free consultation if available.
Choose a date at least two weeks
out.
* Cancel the appointment: Don't
forget to cancel your fake consultation.
Assess the cancellation
process.
4
*
Evaluate for professionalism
and for a personal touch
* Greeting and tone: Was the
call answered promptly and with
a friendly, professional greeting?
Did the staff member introduce
themselves and the practice? Did
they use the doctor's name?
* Knowledge and communication:
Did the staff member
provide clear and accurate information?
Were they able to answer
your questions confidently and
without hesitation?
* Personalization and engagement:
Did the staff member take
the time to personalize the interaction,
such as using your name
or asking about your specific
needs? Did they express genuine
interest in helping you?
* Follow-up: Did the staff member
offer to schedule an appointment
or provide additional information?
Was there a clear and professional
closing to the call?
The impact of missed calls
Missed calls represent lost opportunities.
In an orthodontic practice, each
missed call could mean a potential
new patient choosing a competitor
or an existing patient feeling
This holistic review
ensures that from
the first click to
the final follow-up,
patients experience
a consistent,
authentic
representation of
your brand.
* Negative online reviews: Frustrated
patients or prospective
patients who can't get through
may leave negative reviews
online, harming your practice's
reputation.
Audit outline: Evaluating your
call performance
To systematically assess your practice's
phone interactions, use the
following audit outline.
Call response time:
* How quickly are calls answered?
* Are there excessive wait times
during peak hours?
NOVEMBER 2024 | 42 | ORTHOTOWN.COM
undervalued. Here's how missed calls
can affect your practice:
* Lost revenue: Each missed call
could be a missed opportunity to
book a consultation or a follow-up
appointment, directly affecting
your revenue.
* Patient dissatisfaction: Existing
patients may feel neglected if their
calls are not answered promptly,
leading to dissatisfaction and
potentially damaging word of
mouth.
Greeting and introduction:
*
Is the staff member's greeting
professional and welcoming?
* Do they introduce themselves and
the practice?
Information and communication:
*
Is the staff knowledgeable about
services, pricing and insurance?
* Are they able to answer questions
clearly and accurately?
Personalization:
* Does the staff member personalize
the interaction?
* Are they engaging and
empathetic?
Call closure and follow-up:
* Does the call end with a clear
plan of action (e.g., scheduling an
appointment)?
*
Is there an offer for follow-up or
additional assistance?
Missed calls:
* How many calls are missed
during peak and off-peak hours?
* Are missed calls being returned
promptly?
Reviewing and scoring:
Elevating your lead journey
This exercise is about improving
patient care and practice efficiency.
Use the insights gained to enhance
your new patient process and deliver
truly exceptional service. Establishing
a baseline is crucial for improvement.
Score card: Rate each element from
1 (poor) to 5 (excellent)
Inquiry section/form on website:
Consider the user experience when
finding the form, filling it in and pushing
submit. Is there anything that you
noticed that could have improved your
experience in any way?
Email confirmation: The most
powerful autoresponder you have!
http://www.ORTHOTOWN.COM
Orthotown November 2024

Table of Contents for the Digital Edition of Orthotown November 2024
