on the Telephone
The easy-to-use Conflict Resolution on the Telephone (CRT) workbook highlights the seven most difficult scenarios that healthcare practices have to manage on the telephone.
These include dealing with demanding patients, placating anxious patients, handling solicitations for money, and dealing with debtors.
- I want an immediate appointment!
- I want to talk to the doctor now!
- I'm cancelling my appointment.
- Would you give me some money?
- You owe us money.
- I am really angry with you practice!
- Can you tell me what this means?
You will benefit enormously from holding your own in-house training session. The workbook helps stimulate discussion with staff to develop your own telephone protocols.
- Get staff involved in developing policies so they fully understand what to do.
- Use the workbook as a template to generate your own telephone policy and procedure manual.
Work through the difficult calls from patients without jeopardising the practice.
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