Communication Ethics Telephone Etiquette

Telephone Etiquette Having excellent communication skill are good as you will be dealing with many patients at once Listing involves giving attention to persons trying to communicate with you and taking an active interest in what they are saying.

Telephone Etiquette Communication: Is the interchange of information through thoughts, feeling, messages, or perceptions as by speech, gestures, writing, or behavior. To become effective in the art of communication, it can help to conceptualize the communication process.

Telephone Etiquette Reference points. The message picked up by the intended receiver, who immediately begins to decode it based on reference points. Articulate, Clear manner if the intended message is to be received.

Receiving appointment calls (receiver) Thank you for calling Dr. Hillmoor's office how may I help you (Sasha Brown) I'm calling to schedule an appointment with Dr. Hillmoor (Sasha Brown) She recently done an open knee surgery and it really hurts and it's been a couple of weeks I am in some pain and I don't have any more medicine

Finding the patient by name (receiver) Yes, may I please get your name (Sasha Brown) My name is Sasha Brown

pulling up the patient info to better help the issues (receiver) One moment while I pull up your information (Sasha Brown) Okay (receiver) It looks like Dr. Hillmoor is booked until March 13th (receiver) But I do have available dr. Shoshana (Sasha Brown) What is the dr. Shoshana earliest time that I can see her? (receiver) Earliest time doctors Shoshana have is a 3:30 p.m. appointment

Its Urgent (Sasha Brown) Dr. Shoshana doesn't have any a.m. appointments (receiver) I'm afraid not I'm sorry (Sasha Brown) Do you know when Dr. Hillmoore will be back because I am in a lot of pain and that's the only doctor that I do trust

Which provider is available when? (receiver) Unfortunately, dr. hillmoor will not be back until March (Sasha Brown) Okay I will just take the appointment with dr. Shoshana (Sasha Brown) Is there a way that I can get a 6:30 appointment? (receiver) The earliest appointment I have available for dr. Shoshana is at 7:30 a.m. (Sasha Brown) Okay that's fine (Sasha Brown) Can I take that appointment?

Collection personal patient information (receiver) Yes, you can I please get your date of birth (Sasha Brown) My date of birth is 04.29.1993

How would the patient like to be reminded of their appointment. (receiver) And how would you like this appointment set to you (receiver) Email text or call (Sasha Brown) I would prefer email

And finishing setting up the appoint for the patient. (receiver) Okay everything is set I got dr. Shoshana at 7:30 a.m. (Sasha Brown) Thank you (receiver) Your welcome is there anything else I can help you with (Sasha Brown) No that's all thank you very much (receiver) You welcome you have a great day bye