1 + 1 = 2

A message from  Sandy. Do you ever wonder what might be the best way to follow-up? Perhaps you have just completed a new patient consultation, they want to “think about it”. You took that as a yes, when in fact it they may have meant maybe, or,  no for now. How do you follow-up?  Many staff members face this problem everyday, and have  no idea what to say when they do follow-up. That stops them from doing it. Now what?

Set the foundation for follow-up while you are talking. Follow-up starts when the conversation starts. As you are talking, be listening for something to say in your follow-up–make some notes. Listen for what they need help with.

Follow-up soon. If  too much time passes before you follow-up, it may slip into the recesses of their mind. If you wait to long, you won’t have as strong of an impact. Consider closing your conversation with an agreed follow-up time in place. Suggest a next step.

Be politely persistent not a pest! (no dental stalkers please) There is a thin line between impressing a patient with your caring and thoroughness and annoying them. Discuss what is the best way to communicate with this patient. What works for them—e-mail?–phone calls?—written correspondence? And ask when you can expect to hear back from them regarding their next steps then follow-up accordingly.

To call or not to call? Again this will depend on the patients preference. Adapt your follow-up technique to fit your audience.

Track your follow-up. Be sure to keep track of your communications with your patients, so you don’t contact them to often, duplicate messages, or neglect to follow-up at all. Make sure you are informed about their situation prior to calling.(this means knowing the treatment inside and out–winging it does a disservice to the patient and  the practice you represent) Perhaps have some new information to discuss that may help them to overcome their obstacles. Keeping a chart, (oh  wait–did I hear Janis say “monitor?”)will allow you to keep track of  all your information. This way you can keep your follow-up straight and not let any opportunities fall between the cracks.

The reality is——–you (and your teams) follow-up skills can honestly make or break your professional relationships (and your appointment book ). They communicate a level of professionalism, dependability, thoroughness and confidence. Take the time to train your team, so they can hone their skills in this area——–you won’t be sorry!