Answering a telephone enquiry can be a challenging task.

We can overcome this challenge effectively by training our team members with the correct flow of questions to be asked while interacting over a phone call.

You can create a set of questions for your front desk manager which can help you to streamline the telephonic interaction with your patients.

Having a documented scripting system creates consistency among team members and leads to a more comfortable, streamlined process to which your patients will respond by accepting treatment.

Having effective communication skills is necessary for you to have a successful practice in today`s competitive times.

Verbal skills or "how you say it" can simply skyrocket your case-acceptance rate and production while developing better patient relations. Remember, these scripts are a guideline for doctors, current staff and training new staff. After you have studied these scripts, you need to modify them to fit your comfort zone.

Script 1:

Greeting and guiding patients by phone

Customer service and the image of quality begin with you.

A less than perfectly answered telephone demonstrates that the office is not ready to assist patients.

The telephone is your lifeline.

Whether it is a patient or the referring dentist of a new or current patient calling your office, it is essential that the conversation be handled in a professional manner that emits feelings of concern.

Callers must perceive that your staff members care about solving their problems and taking care of their treatment needs, starting with the initial telephone call.

Many front-desk coordinators will ask new patients why they chose this particular office.

Because many practices gain new patients from current patients, it is appropriate to ask and to learn this information so that you can thank the referring patient, which may encourage additional referrals.

Script 2:

Meeting and greeting patients in the office

When greeting current patients, you should be just as enthusiastic as if it were their first visit to your office.

You want all patients to feel as if your office has opened especially for them.

If the front-desk coordinator is busy with the telephone, checking out patients or other administrative details, it is likely that patients may not be properly greeted.

Patients should be greeted by name.

If you are the only person at the front desk and on the phone when patients arrive, nod to them and acknowledge their arrival.

Ignoring a patient`s arrival evokes a negative impression.

This simple exchange, or some version of it, should be standard.

Patients never get tired of being acknowledged or feeling that you care about them.

Everyone likes to feel special. They tell other people about it, too.

Script 3:

Emergency patients in pain

Communicating with current patients who are experiencing an emergency situation is critical.

This is the ultimate test. Whether real or imagined, these patients believe they have an immediate and serious emergency.

You can use this situation to enhance a patient`s loyalty to the practice.

You have the opportunity to perform productive treatment in most of these cases.

You will want to suggest a time that will not disrupt your schedule. It is unwise to ask the emergency patient, "What time will be good for you?" Emphasize your concern and your willingness to see patients at a time when the doctor can perform treatment for their painful problem.

Always present the benefits to the patient.

Script 4:

Scheduling patients

All patients should be guided into appointments.

The key to scheduling success is to appoint patients where you want them, but do it in a way that convinces them that you are trying your best to make it as convenient for them as possible.

Convince the patient to schedule when you want them to by making it to their benefit.

Successful scheduling also has much to do with having confidence, being assertive and having good verbal skills.

The scheduling coordinator should guide the patient into taking an appointment that works well with the practice`s schedule.

There are many reasons for scheduling patients at particular times, such as coordination with lab pickup and block scheduling, but make it to their benefit to schedule the appointment when you would like them to schedule it.

Managing patients is far easier when they feel that you are focused on them.

It is best to give patients a few choices, but patients should not dictate your schedule – you should.

Script 5:

The hygiene pre-appointment system

We recommend that patients be pre-appointed for their next hygiene visit before they leave your office.

This leads to increased productivity, recare efficiency and improved patient retention.

Before implementing a recare system in your office, ensure that each staff member understands his/her importance and learns effective verbal skills for communicating this to patients.

When you tell patients the benefits to pre-appointment scheduling, they feel that the focus is on them and their needs and that they will get the appointment that they want.

Also, you give them advance notice by sending e mail & message and, if they have a scheduling conflict, they have plenty of time to call and reschedule.

As patients return to your office, the pre-appointment system that you put in place will become natural and nearly every patient will be happy to schedule their next hygiene appointment.

Script 6:

Handling cancellations

Cancellations are a major problem for many practices. In the average schedule, one or two cancellations can make a profitable day unprofitable.

The front-desk personnel have a challenging opportunity to reduce the number of cancellations when patients call to cancel.

It must be handled diplomatically, but firmly.

We must train our patients to respect the office, but we must do this in a way that helps them feel that we are doing them a favor.

The previous script does not focus on concerns about filling time.

Instead, it emphasizes that additional problems might result unless that appointment is kept.

The front-desk coordinator reiterated the doctor`s concern and requested that patient be seen as soon as possible.

Notice that the front-desk coordinator did not make it easy for the patient.

She did not tell the patient that it was OK to miss the appointment.

She did tell the patient that if the appointment was missed, it might be a while before another appointment could be scheduled.

Suddenly, we are creating a higher level perception of value and stimulating a greater need on the part of the patient for keeping that appointment.

In many cases, the patient will call back and offer to rearrange his or her schedule to keep the appointment.

The problem is that we have allowed patients to think that dental appointments are easy to change without any financial or physical penalty.

If we convince patients that there may be additional damage to the teeth resulting in more expensive treatment, and they always assume that more work is synonymous with discomfort, we have an opportunity to encourage our patients to keep appointments.

Script 7:

Making a collection call

Collection calls are critical to your practice.

While tact and courtesy are necessary, the ramifications of not collecting money within a reasonable time frame can be extremely detrimental.

The doctor does not get paid nor receive late payments with interest.

The patient may be turned over to collections and then follow through with a malpractice suit in retribution.

Collection calls must be transacted in a way that is firm but will not create an angry liability.

Your objective is to persuade the patient to make payments, and a one-on-one telephone call is the best solution.

This first collection call should be pleasant and solicitous.

The financial coordinator should make a note of when the check should have arrived in the office and make sure to follow up.

If there is no follow-up and the payment does not arrive, the patient will assume that the overdue payment is negotiable.

You must create a system in which the financial coordinator is aware if the check does not arrive when it should.

All members of the dental team must have accurate, consistent and sufficient knowledge and information of office policies and strategies, which are part of any management system.

This way, your patients will feel confident that they are receiving the highest quality of care and will be more likely to accept treatment.

By creating detailed scripts for your staff, everyone in the office will be able to communicate effectively and consistently with patients.

Most people coming into your office will be reluctant.

No one truly enjoys coming to the dentist.

However, your goal should be to make patients as comfortable as possible so that they have a pleasant experience when they visit your office.

Scripts allow you to present yourself effectively and communicate with your patients so that they feel good about their decision to come to your practice and confident when accepting treatment.

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Dr. Sameer Thukral

Coach





Dr. Sameer Thukral has completed his MDS in 2010. He holds a Masters Degree Certificate in Dental Lasers from the University of Vienna. He is also a Fellow of the ICOI. He is currently into private practice in Pune, a practice which is now 29 years old. They work as a team comprising of specialists in every field allowing them to cover all aspects of dentistry. Dr. Sameer Thukral’s focus in the practice comprises of Dental Implants and Cosmetic Dentistry including Smile Makeovers.
He has trained extensively in these fields all over the world.

Dr. Aditi Mahale

Coach





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Dr. Sanghamitra

Coach





Scan and save contact info

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Dr. Sanghamitra

Coach





    Dr. Sanghamitra

    Coach





    A Dental Graduate from the University of Pune and fellowship holder from the International Society for Quality in Healthcare (ISQua), Dr. Sanghamitra has been running a successful private dental practice since 1997. Excellent patient care, quality standards in dental practice, and a heartfelt mission to change the face of the Healthcare industry where every patient receives the highest Quality of Care is what motivated her to establish DBM.
    Her Clinic is the first Dental Practice in Maharashtra (India) to comply with the International standards of healthcare quality & safety and Secure the Accreditation Certificate from NABH (National Accreditation Board for Hospitals & Healthcare Providers). Her pursuit is to share her knowledge of the systems and protocols in a dental setup for optimal patient care and educate more Dentists to achieve the facet to deliver healthcare in the way it is delivered in the best practices throughout the world. She has currently helped X Dentists to achieve accreditation with her consultation and guided mentorship. Silence, Curiosity for learning new things, and absolute perfection in everything she does are the qualities that describe her the best. She spends most of her time learning about software and websites and upgrading the healthcare system when she is not working.

    Dr. Purvi Patel

    Coach





    Dr. Purvi Patel a General Dental Practitoner has been practising Dentistry since 12 years. After an year of opening her clinic (Shanti Dental Clinic in 2013) she realised that there is more to running a successful dental practice than just good clinical skills. Dental Business Masters changed her vision and she rebranded her practice in 2018 as NURTURE Family Dental Clinic . After winning the third place at the DBM Speakers Academy, she has been given the opportunity to help dentist achieve their goals to build better teams , that follow proper systems to give the ultimate patient experience.
    She is one of the founder and former members of GWAMI - Great Woman Association Mumbai India, a yoga enthusiast, a passionate cook and enjoys the company of a good book in her spare time.

    Dr. Purvi Patel

    Coach





      Dr. Purvi Patel

      Coach





      Scan and save contact info

      -------- (+91) 9637 549 574

      --------- (+91) 9890 300 304

      -------------- (020) 4482 981

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      Dr. Mandar Joglekar

      Coach





      Scan and save contact info

      -------- (+91) 9637 549 574

      --------- (+91) 9890 300 304

      -------------- (020) 4482 981

      ------ 9 am to 5 pm (IST)

      Dr. Mandar Joglekar

      Coach





        Dr. Mandar Joglekar

        Coach




        Dr.Mandar Joglekar has his private practice in Chinchwad since the last 19 years . He has an implant and grafting certificate from Bern University ,Switzerland. He conducts endodontics and microscope dentistry courses and is also India national leader for dentinal tubules study club. He believes as dentistry in India is growing with technology and digital revolution, dentists are facing a few challenges as well! Helping dentists in learning ethical selling, communication skills, showcasing, digital marketing and understanding & growing their businesses is what is his forte.

        Dr. Aditi Mahale

        Coach





          Dr. Sameer Thukral

          Coach





            Dr. Sameer Thukral

            Coach





            Scan and save contact info

            -------- (+91) 9637 549 574

            --------- (+91) 9890 300 304

            -------------- (020) 4482 981

            ------ 9 am to 5 pm (IST)

            Dr. Vishal Gupta

            Coach





              Dr. Vishal Gupta

              Coach





              Dr. Vishal Gupta obtained his dental degree in India and has enjoyed a successful career in dentistry for the past 23 years. After gaining experience in India and UK whilst working in small as well as large corporate dental clinics, he decided to run his own practice in the UK, where he is the owner of Dental Concepts, a thriving dental practice in Whitchurch. His practice is on a growth path with the more clinics opening soon in UK, the next one opened in Andover last February 2016. The new practice in Andover is an Advanced state of the art centre with all the latest technology available. Besides growing his dental practice, Vishal is passionate about sharing knowledge and resources with other dentists in the brand new spacious education centre at Andover and has also run many training programmes in Oxford and Hampshire in the areas of clinical governance, dental business best practices and designing the best possible patient journey within the economic framework of a dental practice.
              He is a keen Table Tennis player playing for the local club and has recently completed a once-in-a-lifetime Survival Expedition in the deserts of Oman.

              Dr. Vishal Gupta

              Coach





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              -------------- (020) 4482 981

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              Dr. Sarthak Kadel

              Coach





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              Dr. Sarthak Kadel

              Coach





              Dr. Sarthak Kadel obtained his dental degree in India and has enjoyed a successful career in dentistry for the past 23 years. After gaining experience in India and UK whilst working in small as well as large corporate dental clinics, he decided to run his own practice in the UK, where he is the owner of Dental Concepts, a thriving dental practice in Whitchurch. His practice is on a growth path with the more clinics opening soon in UK, the next one opened in Andover last February 2016. The new practice in Andover is an Advanced state of the art centre with all the latest technology available. Besides growing his dental practice, Sarthak is passionate about sharing knowledge and resources with other dentists in the brand new spacious education centre at Andover and has also run many training programmes in Oxford and Hampshire in the areas of clinical governance, dental business best practices and designing the best possible patient journey within the economic framework of a dental practice.
              He is a keen Table Tennis player playing for the local club and has recently completed a once-in-a-lifetime Survival Expedition in the deserts of Oman.

              Dr. Sarthak Kadel

              Coach





                Dr. Manish Chitnis

                Co-Founder & Director





                  Dr. Mandar Joglekar

                  Coach





                  Scan and save contact info

                  -------- (+91) 9637 549 574

                  --------- (+91) 9890 300 304

                  -------------- (020) 4482 981

                  ------ 9 am to 5 pm (IST)

                  Dr. Chris Barrow

                  Mentor





                  Dr. Chris Barrow obtained his dental degree in India and has enjoyed a successful career in dentistry for the past 23 years. After gaining experience in India and UK whilst working in small as well as large corporate dental clinics, he decided to run his own practice in the UK, where he is the owner of Dental Concepts, a thriving dental practice in Whitchurch. His practice is on a growth path with the more clinics opening soon in UK, the next one opened in Andover last February 2016. The new practice in Andover is an Advanced state of the art centre with all the latest technology available. Besides growing his dental practice, Chris is passionate about sharing knowledge and resources with other dentists in the brand new spacious education centre at Andover and has also run many training programmes in Oxford and Hampshire in the areas of clinical governance, dental business best practices and designing the best possible patient journey within the economic framework of a dental practice.
                  He is a keen Table Tennis player playing for the local club and has recently completed a once-in-a-lifetime Survival Expedition in the deserts of Oman.

                  Dr. Manish Chitnis

                  Founder & Director





                  Scan and save contact info

                  -------- (+91) 9637 549 574

                  --------- (+91) 9890 300 304

                  -------------- (020) 4482 981

                  ------ 9 am to 5 pm (IST)

                  Dr. Shilpa Chitnis

                  Co-Founder & Director





                  Scan and save contact info

                  -------- (+91) 9637 549 574

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                  Dr. Sameer Bhandari

                  Co-Founder & Director





                  A Dental Graduate from the University of Pune and fellowship holder from the International Society for Quality in Healthcare (ISQua), Dr.Sameer has been running a successful private dental practice since 1997. Excellent patient care, quality standards in dental practice, and a heartfelt mission to change the face of the Healthcare industry where every patient receives the highest Quality of Care is what motivated him to establish DBM.
                  His Clinic is the first Dental Practice in Maharashtra (India) to comply with the International standards of healthcare quality & safety and Secure the Accreditation Certificate from NABH (National Accreditation Board for Hospitals & Healthcare Providers). His pursuit is to share his knowledge of the systems and protocols in a dental setup for optimal patient care and educate more Dentists to achieve the facet to deliver healthcare in the way it is delivered in the best practices throughout the world. He has currently helped numerous Dentists to achieve accreditation with his consultation and guided mentorship. Silence, Curiosity for learning new things, and absolute perfection in everything he does are the qualities that describe him the best. He spends most of his time learning about software and websites and upgrading the healthcare system when he is not working.

                  Dr. Manish Chitnis

                  Founder & Director





                  Dr Manish Chitnis obtained his dental degree in India and has enjoyed a successful career in dentistry for the past 23 years. After gaining experience in India and UK whilst working in small as well as large corporate dental clinics, he decided to run his own practice in the UK, where he is the owner of Dental Concepts, a thriving dental practice in Whitchurch. His practice is on a growth path with the more clinics opening soon in UK, the next one opened in Andover last February 2016. The new practice in Andover is an Advanced state of the art centre with all the latest technology available. Besides growing his dental practice, Manish is passionate about sharing knowledge and resources with other dentists in the brand new spacious education centre at Andover and has also run many training programmes in Oxford and Hampshire in the areas of clinical governance, dental business best practices and designing the best possible patient journey within the economic framework of a dental practice.
                  He is a keen Table Tennis player playing for the local club and has recently completed a once in a lifetime Survival Expedition in the deserts of Oman. He is a proud father of a teenager son and has a lovely wife, Shilpa who is the Co-owner of Dental Concepts.

                  Dr. Sameer Bhandari

                  Co-Founder & Director





                    Dr. Shilpa Chitnis

                    Co-Founder & Director





                      Dr. Sarthak Kadel

                      Coach





                      I have been a General Dentist for over 17 years. Practised in Mumbai for 4 years and then moved to the UK in 2005. Finished International qualifying exam - 2006 Passed MJDF in 2007 Worked as a GDP in a corporate practice (former ADP now My dentist) from September 2006 till 2010. Along with my husband we bought a family run mixed dental practice from September 2010 (Dental Concepts Whitchurch) We started a squat private practice in Andover in 2016. Have been updating my clinical skills by doing cosmetic hands on courses and the Invisalign course.
                      I have done
                      *Certification and Accreditation in DISC profiling
                      *Certification in Emotional Intelligence with Genos International
                      *Certified Practitioner NLP and Timeline therapy
                      *Certified Life coach
                      *Currently doing a certification in CBT.
                      I am very keen to make a difference for my colleagues who feel pressured or stressed or want direction in their career. I have worked with my team using and understanding personality profiles and emotional intelligence. This has helped strengthen the team. With these results, I have also worked with over 50 dentists in India. I have recently started working with few dentists here in the UK. I have conducted goal setting workshops for few of my dentist colleagues.

                      Dr. Rajiv Verma

                      Mentor





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                      -------- (+91) 9637 549 574

                      --------- (+91) 9890 300 304

                      -------------- (020) 4482 981

                      ------ 9 am to 5 pm (IST)

                      Dr. Rajiv Verma

                      Mentor





                        Dr. Rajiv Verma

                        Mentor





                        A student of Government Dental College & Hospital. Mumbai, Dr. Rajiv Verma is in the field of dentistry for 34 long years, his command on the subject of Clinical Prosthodontics has been witnessed till date by more than 30000+ dentists & 2300+ hands-on course participants in his 450+ lectures, presentations, live on patient demos, live on video shows of Porcelain Veneers, Crown'n'Bridge & DSD - Digital Smile Design .
                        A clinician for 30 years, a dental ceramist of repute for 21 years, a IDA Speaker for 19 years, a course conductor for 13 years, an international Speaker for last 6 years, an author of 2 books, it is not over yet his latest title is of a DSD - Digital Smile Design Master & DSD Lecturer of Asia/India. A key Thought Leader for Colgate, a National Consultant to a social project by Global Protect Dental Private Limited & what not. His new & forthcoming ventures - a column titled RVG - Rajiv Verma Gyan in Famdent Magazine & a Concept Bur Box in making. Life has been a crazy journey till now.

                        Dr. Sameer Bhandari

                        Co-Founder & Director





                        Scan and save contact info

                        -------- (+91) 9637 549 574

                        --------- (+91) 9890 300 304

                        -------------- (020) 4482 981

                        ------ 9 am to 5 pm (IST)

                        Dr. Chris Barrow

                        Mentor





                          Dr. Chris Barrow

                          Mentor





                          Scan and save contact info

                          -------- (+91) 9637 549 574

                          --------- (+91) 9890 300 304

                          -------------- (020) 4482 981

                          ------ 9 am to 5 pm (IST)

                          Dr. Ajit Shetty

                          Mentor





                          Scan and save contact info

                          -------- (+91) 9637 549 574

                          --------- (+91) 9890 300 304

                          -------------- (020) 4482 981

                          ------ 9 am to 5 pm (IST)

                          Dr. Ajit Shetty

                          Mentor





                            Dr. Ajit Shetty

                            Mentor





                            Dr. Ajit Shetty graduated and Post graduated from Government Dental College and Hospital, Mumbai Fellow and Diplomate, International College of Oral Implantologists, (USA) Fellow and Diplomate, Indian Society Of Oral Implantologists. His areas of excellence include- Aesthetic Dentistry, Implants and Full Mouth Rehabilitation and Lasers. He conducts Extensive training in Oral Implantology all over the world in Singapore, Germany, Denmark, USA etc.
                            He Lectures extensively and conducts several Hands on Courses and Live Clinical Demonstrations all over India and abroad for dental colleagues on Aesthetic Dentistry ,Implants, Occlusion and Lasers and Practice Management. Past President of Indian Dental Association, Mumbai. He has Held various posts in the association at city, state and national level.he was also the Founder member and Past President of the Indian Academy of Aesthetic and Cosmetic Dentistry.

                            Dr. Diksha Batra

                            Coach





                            Scan and save contact info

                            -------- (+91) 9637 549 574

                            --------- (+91) 9890 300 304

                            -------------- (020) 4482 981

                            ------ 9 am to 5 pm (IST)

                            Dr. Diksha Batra

                            Coach





                              Dr. Diksha Batra

                              Coach





                              A Dental Graduate from the University of Pune and fellowship holder from the International Society for Quality in Healthcare (ISQua), Dr. Diksha has been running a successful private dental practice since 1997. Excellent patient care, quality standards in dental practice, and a heartfelt mission to change the face of the Healthcare industry where every patient receives the highest Quality of Care is what motivated her to establish DBM.
                              Her Clinic is the first Dental Practice in Maharashtra (India) to comply with the International standards of healthcare quality & safety and Secure the Accreditation Certificate from NABH (National Accreditation Board for Hospitals & Healthcare Providers). Her pursuit is to share her knowledge of the systems and protocols in a dental setup for optimal patient care and educate more Dentists to achieve the facet to deliver healthcare in the way it is delivered in the best practices throughout the world. She has currently helped X Dentists to achieve accreditation with her consultation and guided mentorship. Silence, Curiosity for learning new things, and absolute perfection in everything she does are the qualities that describe her the best. She spends most of her time learning about software and websites and upgrading the healthcare system when she is not working.

                              Dr. Aditi Mahale

                              Coach





                              Dr.Aditi Mahale is Practising Dentistry since 2009 at Dombivli. She owns DentA-Zone Dental & Implant Clinic, a 2 chair set up. Joined Dental Business Masters in 2016 and there's no looking back since then. She won the DBM Best Marketing Genius Award 2016-17. DBM played a vital role not only in improving Finances but also Various other aspects of Dental Practice Management. Being appointed as DBM Coach was a proud moment. Her motto is to keep working consistently to get the results. Dr. Aditi is also associated with various organisations and is committee member of IDA DOMBIVLI. Member of BNI & Rotary International. She is mother of Son, Abhedya. Dr.Yogesh , MDS Prosthodontist, her husband is co-owner of Dentazone.

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