IDS Weekly Tip: Handoff Communication

We talk a lot about transitions.  “Transitions” have different meanings depending upon what we apply it to. How about the transition of communication, the “handoff?”  There is a particular sequence of events that if followed will result in maximum acceptance of the patient both with regard to acceptance of a treatment plan and acceptance of larger treatment plans, all of that based upon the proper handoff.

How does the handoff work? The patient calls for an appointment and we use our scheduling formula to schedule that patient. That has been covered in member-only webinars and in the 8 Weeks to Super Stats consulting program. What’s important during that call is that notes be taken on that conversation by the scheduler.  That communication is then “handed off” to the doctor so that the doctor can refer to those notes in making The Doctor Phone Call.  The patient is amazed. Not only did he/she get a phone call from the doctor, the doctor already knew some of the problems that the patient called about. When the doctor makes the phone call, then the doctor makes additional notes of what occurred during that conversation so that the doctor can then refer to that at the beginning of the examination visit.

So now the patient walks in for that exam visit, and the assistant has already looked at those notes and  can then refer to those notes after introducing herself to the patient.  The patient sees that your office is different, that he/she doesn’t have to repeat the story, that both the assistant and the doctor “know” the patient. Now the assistant comes and briefs the doctor of the additional information that came up during the preliminary part of that examination. Then, the doctor comes in and can refer not only to the notes that occurred during their conversation on the phone, but also the additional notes made during the time that the assistant did the preliminaries to the examination. Transition, transition, transition.  When it occurs well, the patient feels and is well cared for. Seeing how well you have differentiated yourself in this manner, the patient sees you in a different context from nearly any other practitioner that he/she has met, and is more likely to schedule treatment with you because of that.