Do you know your stuff?
"I'm not the doctor" isn't a reason to not know the answer to these common client concerns. Here's a look at some of the facts and protocols everyone on your team should know.
Apr 01, 2008
When team members contradict each other, clients lose trust and often seek guidance elsewhere. To support your team's message, you need to know your practice's philosophy and protocols. And the quickest path is through consistent team training, written protocols, role-playing, and testing.
Get everyone on the busImagine you're alone in an exam room with a client. Are you prepared to handle the client's questions? What will you say, and how will you present it? At that moment, you become your practice's ambassador. Training on your practice's protocols and policies is just as important as training on patient care and technical skills.
This isn't to say everyone must agree on every topic every time. But you do need to agree on the message you'll present to clients. So put your policy in writing and present a copy to all new team members during their initial phase training. And when you change your team's guidelines, redistribute your policy to all team members. By reinforcing the doctor's recommendations, you'll help clients understand their importance, and they're more likely to comply. And you'll feel confident making care recommendations knowing doctors will support your advice.