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Phone Scripts

office procedure May 19, 2020

Hi, this is Dave Kats with Therapist Consultants and I have a tip for you.

One of the best ways you can explain to patients how you operate is to have set scripts. I have a certain script that I like when a patient calls on the phone or maybe when you call them back. Perhaps they called and you weren't available, you were with a patient and you call them back. When you call them back, here's the typical script that I like to use. "Hi, this is Terry, the therapist you called, you said that you were having some marital problems and that you may want to get in as a new patient. I have just a few minutes before my next session. Can you tell me a little bit about your situation?"
Then you let them talk for maybe 20 seconds, maybe a minute, minute and a half till they're about talked out or if they don't stop talking you can interrupt them because they'll never be offended if you interrupt them to ask them a question about themselves. Let them talk for about a minute or so and then you...

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