Consider What You Say to Patients and How It May Be Perceived Improving Communication to Present a More Polished Image of Your Practice and Yourself. Part 2

The second part of this presentation continues the discussion about communication and the importance of using appropriate words. Consider the connotations of the words being used. For example, instead of referring to a "recall" appointment, consider "follow-up visit." Recall brings to mind something that is defective. When someone is not available, it is not necessary to say that the person is "out to lunch" or "not here." Simply say that the person is "not available" and then ask to take a message. Also, consider overly used terms such as "I'll squeeze you in." It is much nicer to say "I'd like to find a place for you." One of most frustrating words to patients may be the word "policy." Rather than saying, "This is our policy," try something like, "This works best for us." Great communication is a learned trade. Be patient with yourself and keep practicing. There are a multitude of books on communication as well as CDs and DVDs. Although there are many courses we could take to help improve our communication skills, the best teacher is still practice, practice, and more practice.