BC Advantage - 2020 Issue 9
Proper Phone Etiquette Can Be a Rude Awakening
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Article Overview
This article covers best practices for phone etiquette in a medical office setting. It focuses on how staff communication, responsiveness, hold handling, listening, message-taking, and call closing can affect patient experience and office workflow. The content is aimed at healthcare staff, practice managers, and administrative teams looking to improve patient-facing communication.
Why This Topic Matters
Telephone interactions are often a patient’s first contact with a practice and can shape satisfaction, trust, and overall office efficiency. Strong call-handling habits can support a more professional patient experience and reduce frustration for both callers and staff.
Article Sections
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The Problem
Introduces the importance of phone interactions in a medical practice and the operational impact of frequent calls.
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Answer Quickly When the Phone Rings
Discusses timely call answering and its effect on patient perception and office environment.
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Be Friendly and Professional
Covers general standards for a courteous and approachable phone manner in a healthcare setting.
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Use the Right Volume and Speed When Speaking
Focuses on speaking clearly and adjusting tone and pace for effective communication with callers.
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Before Putting Patients on Hold, Ask for Their Permission First, and Wait for Their Reply
Addresses hold procedures, transfer expectations, and maintaining caller reassurance during delays.
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Listen Attentively to the Caller
Describes attentive listening, note-taking, and confirming key information during calls.
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When Taking a Message, Tell the Caller When There Will Be a Response
Explains the importance of setting response expectations when messages are taken.
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End Calls Politely
Covers courteous call closure and ensuring the caller has no additional questions before ending the conversation.
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The Bottom Line
Summarizes the overall emphasis on professional phone behavior and patient-facing communication.
What You Will Learn
- How phone etiquette influences patient impressions of a medical practice
- General techniques for answering and managing calls professionally
- Ways to handle holds, transfers, and message-taking more smoothly
- Approaches to listening carefully and closing calls politely
Who Should Read This
- Medical office staff
- Practice managers
- Front desk personnel
- Healthcare administrators
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