Optometric Management Tip # 189   -   Wednesday, August 31, 2005
Favorite Phrases for Patient Service

I don’t usually give my staff full scripts to use in various office situations, because I like them to use their own words. We do, however, work on the right response and I try to teach principles more than policies. I have found that a specific leading sentence can get my staff (and me) started on the right foot when responding to patient complaints. Here are a few phrases that I’ve found helpful. Discussing patient service and reviewing these phrases makes for an excellent agenda at a staff meeting.
Best wishes for continued success,

Neil B. Gailmard, OD, MBA, FAAO
Chief Optometric Editor, Optometric Management