NP Followup Call Protocol

Question 1

Why do we commit to followup calls after the first consult?

Answer 1

To ensure the patient has had a good experience with their first treatment.

We want to stand out in our patients minds as offering the highest standard of service.

Question 2

Script for initiating followup call:

Answer 2

“Hi John, this is David from MSC. I wanted to check in after your initial consultation and see whether or not you had any questions.”

Question 3

Script for if a patient is experiencing soreness:

Answer 3

“It is NORMAL to experience soreness after your consultations for up to 72hrs. It is your body’s natural way of responding to the treatment and is NORMAL”

Question 4

How do we sign off our NP followup calls?

Answer 4

With the date and time of the second consult.

Question 5

Why do we sign off NP followup calls the way we do?

Answer 5

To increase commitment to attendance and reduce cancellations.

Question 6

Script for signing off NP followup calls:

Answer 6

Ok great to hear / Ok I’ll leave you to it. I’ll see you at your next consultation on DATE AND TIME”