We all want to know that our marketing efforts, and customer service are working. I've had doctors call me and ask if I can "call their office and be a difficult patient" to see how their Admin team reacts and provides excellent service... or not.
The best way I've found, is to place an ad that has a new(paid) phone number that is associated only with that ad. Several companies provide this service. ie.
Val Pak, Yellow Pages, etc...
Many states require that the employee, and patient calling in are aware that they are being recorded for quality assurance. Check with your state guidelines. Advertisers usually include this service with the paid phone number.
You will receive a virtual recording of all calls for your review. I use this as a learning/teaching tool with the teams. This is NOT a "Firing Tool"!! We can all improve, and most of the teams do not realize what they have been saying, and how many missed opportunities for new patients were lost. By listening to these calls, it provides a third party view for you and your team to make improvements, and increase your patient's satisfaction. Use this as a positive tool, or you will loose your team members. No likes to be spied on, and this will cause resentment in your team culture, if used improperly.
We must empower our teams to take ownership of their positions, and tasks. They must have pride in what they do, and radiate kindness. A healthy team reports to you, rather than you trying to keep track of them. A successful team who is empowered will mostly self correct. Remember, the doctor's personality sets the tone & culture of the practice.
Pushing a stubborn donkey doesn't get you anywhere, if you offer him a carrot he will follow you anywhere.
Set goals and offer rewards; Verbal affirmations, gifts, a party for the team, take them all to lunch...
Be firm, Be kind, and encourage success.
Written by: Kat Johnson-Britsch
The best way I've found, is to place an ad that has a new(paid) phone number that is associated only with that ad. Several companies provide this service. ie.
Val Pak, Yellow Pages, etc...
Many states require that the employee, and patient calling in are aware that they are being recorded for quality assurance. Check with your state guidelines. Advertisers usually include this service with the paid phone number.
You will receive a virtual recording of all calls for your review. I use this as a learning/teaching tool with the teams. This is NOT a "Firing Tool"!! We can all improve, and most of the teams do not realize what they have been saying, and how many missed opportunities for new patients were lost. By listening to these calls, it provides a third party view for you and your team to make improvements, and increase your patient's satisfaction. Use this as a positive tool, or you will loose your team members. No likes to be spied on, and this will cause resentment in your team culture, if used improperly.
We must empower our teams to take ownership of their positions, and tasks. They must have pride in what they do, and radiate kindness. A healthy team reports to you, rather than you trying to keep track of them. A successful team who is empowered will mostly self correct. Remember, the doctor's personality sets the tone & culture of the practice.
Pushing a stubborn donkey doesn't get you anywhere, if you offer him a carrot he will follow you anywhere.
Set goals and offer rewards; Verbal affirmations, gifts, a party for the team, take them all to lunch...
Be firm, Be kind, and encourage success.
Written by: Kat Johnson-Britsch
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