You are sitting there, trying to finish your notes. You hear your phone ring. You are a bit behind. Maybe slightly irritated by an arbitrary denial of an insurance company and you haven\u2019t yet planned out tonight\u2019s evening with the family, spouse, or friend.The phone rings again.<\/p>\n
What are your thoughts? What are your feelings?<\/p>\n
Do you kinda wish it wouldn\u2019t ring? Is it a bit of an interruption? Do-you-just-want-to-answer-the \u2013dang-phone-to-stop-the-ringing-so-you-can-get-back-to-your-work<\/em>?<\/p>\n Essentially, your thought is \u201cStop.\u201d\u00a0\u00a0 It is: \u201cDon\u2019t call me.\u201d\u00a0 \u201cPhone, don\u2019t ring, don\u2019t interrupt me!\u201d\u00a0\u00a0 I am sure this has happened to you – even if ever so slightly or subconsciously.<\/p>\n Now, imagine if your front desk has these thoughts when the phone rings?<\/p>\n To some degree, even the most devoted and hard working staff can reactively feel put upon by phone calls. Or, in fact, by walk-ins. Or, in fact, by any patient encounter. I have seen this happen on the front desk when the doctor was busy with patients.\u00a0 But remember, this can happen with even the most ethical team member, including you!\u00a0 I have seen doctors do this too. (Extreme examples: \u201cOh, only two people for the spinal care class \u2013 cancel it.\u201d \u201cOh, just Jim is coming in, reschedule him. I am going to leave early. It is MY office and I can do what I want.\u201d)<\/p>\n Our thoughts can and do determine our behavior and affect how we treat others. Our environment actually mirrors our thoughts.<\/p>\n You may have heard or read about this scientist in Japan. Fascinating experiments. The fellow\u2019s name is Dr. Masaru Emoto and was also in the movie, \u201cWhat the Bleep Do We Know?\u201d<\/a><\/p>\n According to the movie, Dr. Masaru Emoto claims that crystals formed in frozen water reveal changes when specific, concentrated thoughts are directed toward them. He says that he found that water from clear springs and water that has been exposed to loving words shows brilliant, complex, and colorful snowflake patterns. In contrast, polluted water, or water exposed to negative thoughts, forms incomplete, asymmetrical patterns with dull colors.<\/p>\n You can check out Dr. Emotu\u2019s new book, The Hidden Messages in Water<\/u><\/a>.<\/p>\n So, if our thoughts can affect the formation of water crystals, they probably can have significant effect on our office.<\/p>\n Going back to your front desk, realize that the staff on the front desk have tremendous control over the office, nearly as much as the doctor does. The front desk can be a magnet for your patients, and attract, or repel them.<\/p>\n When the phone rings, you want your front desk, and all staff thinking \u201cYES.\u201d\u00a0 \u201cCall me. Phone –\u00a0 ring now.\u201d\u00a0 \u201cI can hardly wait to talk to this person and see how they are. I am interested in them and how they are doing. I want to help get them come in for care — and their family too.\u201d \u201cThey must be really really cool and nice if they are calling us.\u201d \u201cI WANT to know more about them.\u201d \u201cI am grateful for their call and appreciate the effort they made in calling us.\u201d<\/p>\n These are good thoughts.\u00a0 These are positive thoughts that can help bring in more patients.<\/p>\n You can practice this with your staff at a team meeting.<\/p>\n ACTION STEP.<\/strong> As an example, someone acts as the prospective patient calling. The person acting as the front desk assistant should answer the phone with the attitude of really not wanting to talk to the person. Act it up. This can be funny. Try it a few times.<\/p>\n Then, do the same rehearsal with the front desk assistant positively anticipating the phone call, wanting the phone to ring, and then eagerly answering and talking to the prospective patient.<\/p>\n Keep it the role playing brief. You can and should do it again. It should be fun and act as a reminder to one and all that we should want to meet new people, talk to existing patients, and look forward to phone calls. We can always dismiss the occasional telemarketer or wrong number.<\/p>\n This can also be rehearsed in other types of patient encounters, from taking the new patient back to the exam room, sitting down to do a financial consultation, or checking a patient out and collecting their payments.<\/p>\n (Note to PM&A clients & members: Your PM&A Coach is experienced in these types of trainings. Have one of us facilitate one of these trainings next time we visit your office.)<\/p>\n ACTION STEP. <\/strong>And speaking of how our environment does mirror us, here is a little trick you can use.\u00a0 Get a real mirror, about 4 inches by 4 inches, and put it at the front desk counter so that the team member can see it. You can write something on it like: \u201cAre My Teeth Showing?\u201d \u201cAm I Smiling?\u201d And staff, you can also put one of these in your doctor\u2019s office on any day that he is feeling grumpy. It applies to us all.<\/p>\n So, the next time the phone rings, smile. Be interested and curious in who is taking the time to call.\u00a0 Make your thoughts happy so they help create an office that is brilliant, colorful, and full of happy patients.<\/p>\n ###<\/p>\n [Petty, Michel & Associates offers special practice development programs designed to help you achieve your goals. Give us a call for more info: 414- three three two -4511]<\/p>\n","protected":false},"excerpt":{"rendered":" When the phone rings, do your staff feel like they are being interrupted from their work? How about when someone just walks in without an appointment? Do your staff have a “Green Light” for phone calls or a “Yellow Light?” Either way, this will have a major influence on patient scheduling and referrals. 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