Phone Handling for coronavirus–COVID-19

It is possible that you may receive calls for cancellations of appointments. Hopefully, that will not be the case, and we have not seen that in our office.

We should all be prepared in the event that such should occur.

Here is a pilot script to handle such a phone call. Please comment on this and let me know of anything that you are doing that is successful so that I may pass it on.

Patients are likely going to talk to you about coronavirus. We want to be as forthcoming as possible.The following is a handling for phone calls coming in, either asking questions or canceling appointments.

Caller: I want to cancel my appointment. I’m concerned about the coronavirus.

Staff: I understand. We share your concerns as well. Of course, you may cancel your appointment. But let me tell you what we are doing to prevent spread of the problem.

1. We are sending anyone home who has any symptoms of the virus.
2. We are making special efforts in our office. We’ve always made sterilization a priority. And we’re disinfecting every surface in the treatment rooms as well as in the reception and front desk area.
3. Not only are each of us washing our hands before and after every patient, which we have always done, our patients are washing their hands as well.

There’s lot more that we are doing to make our office as safe as possible. Would you still like to cancel your appointment?

Caller: Yes.

Staff: That’s fine. We’ll be happy to see you whenever you are ready. Would you like me to put you on a list to call you when this problem has passed?

Caller: Yes/No

Staff: We will be here, so in case you have an emergency, please give us a call. I hope you and your family are doing well. I look forward to seeing you soon.