If you are preoccupied or distracted, they will hear it in your voice. Avoid leaving a caller on hold longer than 40 seconds. Research suggests that people are less likely to hang up if you return to them within that time. No matter how brief the exchange, make a point of using the caller's name. Monitor your tone of voice by watching your facial features in a small mirror by the phone.
Callers can sense an audible difference between a smile and a frown.
Be a good role model. Your attitude about patient communication sets the tone for your staff. Evaluating your current system, implementing protocols and improving basic phone skills go a long way toward cultivating a patient-friendly phone service. But, ultimately, your attitude about patient communication sets the tone for your staff. Lyndia Flanagan is senior editor of Family Practice Management.