Managing phone calls

[Guest guest]

,Let me refer you to the IMP Wiki section on "Managing Phone Calls".http://idealhealth.wikispaces.com/Managing+phone+callsWhile it was written from the viewpoint of a no-staff office, the advice applies equally well to a staffed office. Basically you want to divert, decrease and dissect.Divert demand from the telephones to other avenues of communication (e-mail, online appointment scheduling).Decrease demand by anticipating patient's needs (giving enough refills until their next appointment).Dissect the reasons for the calls, identify the most common reasons patients are calling, and figure out how to address those needs in a way without patients needing to call.I'm sure other people on the listserve have other useful tips on how they manage phone calls. SetoSouth Pasadena, CA By the way, what advice do any of you have about controlling the onslaught of phone calls throughout the day with a small staff? Robbins, MD