Guided Team Meeting
Sandy Roth and
In your team meeting this month, we encourage you to explore some important questions that will lead to a positive new patient experience and quickly establish a healthy relationship. After reading this month`s article, ask each team member to spend some time answering the following questions in advance of the team meeting:
1. What points of contact do we want to create for new patients?
2. What do we want to learn at each of those points of contact?
3. How do we discover each patient`s "outcome?"
4. How will we learn what new patients expect from us?
5. How will we address expectations we cannot meet?
6. How will we address expectations we choose not to meet?
7. How will we let patients know our expectations?
As each participant shares his or her thoughts, use a flip chart of paper on the wall to identify ideas you wish to try out. Now outline the basic process. Role-play with each other. See how comfortable you are with what you have created. Give it a whirl with the next new patient who calls. Talk about what happened and evaluate. Then readjust, if needed, and try again. Over the next few months, return periodically to your initial ideas and refine, delete, or add to them. This process will help you begin the gradual shift to a true relationship-building experience.