Best Practice Message Scripts Dermatology

Transcription

1 Best Practice Message Scripts Dermatology While the examples in this document are best practices based on years of experience, they are only examples. TeleVox clients are solely responsible for the content of messages including required consents from patients, timing and purpose of all messages and compliance with all applicable laws, rules and regulations. The information is not intended to be legal advice. TeleVox is merely acting at a client s direction as a technology conduit for the transmission of the messages. 1

2 Appointment Reminder Messages Standard Message: Hello, this is [Location Name Merge] calling to confirm an appointment for [Patient First Name Merge] on [Day/Date Merge] at [Time Merge] [Doctor Name Merge] [Optional Notes] [Procedure Merge]. Please listen to the following options. To confirm this appointment, press 1. [Thank you for confirming your appointment. We look forward to seeing you soon.] To repeat this message, press 2. To cancel this appointment, press 3. [Your appointment has been cancelled. To reschedule your appointment, please call us during normal business hours at [Phone Number Merge]. Standard Answering Machine Message: Hello, this is [Location Name Merge] calling to confirm an appointment for [Patient First Name Merge] on [Day/Date Merge] at [Time Merge] [Doctor Name Merge] [Optional Notes] [Procedure Merge]. If you need to cancel or reschedule your appointment, please call us during normal business hours at [Location Message Merge]. Thank you. Family Message: Hello, this is [Location Name Merge] calling to confirm multiple appointments for [Family Names] on [Day/Date Merge] beginning at [Time] [Optional Notes]. Please listen to the following options. To confirm these appointments, press 1. [Thank you for confirming your appointments. We look forward to seeing you soon.] To repeat this message, please 2. To cancel these appointments, press 3. [Your appointments have been cancelled. To reschedule your appointment, please call us during normal business hours at [Phone Number Merge]. Family Answering Machine Message: Hello, this is [Location Name Merge] calling to confirm multiple appointments for [Family Names] on [Day/Date Merge] beginning at [Time] [Optional Notes]. If you need to cancel or reschedule your appointments, please call us during normal business hours at [Phone Number Merge]. Thank you. 2

3 Emergency Closing Messages Closing - Weather: Hello, this is [Practice Name Merge] calling to inform [Patient First Name Merge] that our office will be closed on [Date Merge] due to inclement weather. Our office will contact you to reschedule your appointment. Thank you. Closing - Other: Hello, this is [Practice Name Merge] calling to inform [Patient First Name Merge] that our office will be closed on [Date Merge] due to unforeseen circumstances. Our office will contact you to reschedule your appointment. Thank you. Other Voice Messages No-Show: Hello, this is [Practice Name Merge] calling with an important message. Our records indicate that [Patient First Name Merge] missed a scheduled appointment with our office. To transfer to a receptionist for scheduling, press 1. To replay this message, press 2. No-Show Answering Machine Message: Hello, this is [Practice Name Merge] calling with an important message. Our records indicate that [Patient First Name Merge] missed a scheduled appointment with our office. Please call our office during normal business hours at [Phone Number Merge] to schedule a new appointment. Thank you and we look forward to seeing you soon. Recall: Hello, this is [Practice Name Merge] calling to remind [Patient First Name Merge] that it is time to schedule your next appointment with us. To transfer to a receptionist for scheduling, press 1. To replay this message, press 2. Recall Answering Machine Messge: Hello, this is [Practice Name Merge] calling to remind [Patient First Name Merge] that it is time to schedule your next appointment with us. Please call our office at [Phone Number Merge] to schedule an appointment. We look forward to seeing you soon. 3

4 Sample Procedure Instructions General Appointment Instructions Insurance co-pays are due at time of visit. We accept cash, check, and all major credit cards. If you are a self-pay patient, or if you are having a cosmetic procedure, payment is due in full at the time of service. Please bring a complete list of medications and products you re using, including those that are over-the-counter. Prior to your appointment, please remove any make-up as well as nail polish from your fingernails and toenails. New Patient /First Time Visit Please download patient forms from our website and fill them out prior to your first visit to save time during your appointment registration. Please arrive 15 minutes prior to your scheduled appointment to complete the registration process. Please bring any previous medical records that may be pertinent to your visit. Please bring a complete list of medications and products you re using, including those that are over-the-counter. First time patients should plan to arrive early in order to complete registration materials. Please bring your current insurance card and co-payment, picture ID, and a list of your medical history, current medications, and any allergies that you may have. If your insurance plan requires a specialist referral from your primary care physician, please obtain this referral prior to your office visit. Testing/Procedures Patch Testing Please remember to not use any lotions or oils prior to your appointment. Surgical Procedures Please remember to follow all pre-operative instructions provided by our office. Please arrange for someone to drive you to and from your appointment. You also may need someone to stay with you for a brief period of time following your appointment. As a reminder, please do not wear make-up and avoid wearing pull-over or turtleneck tops to your appointment. MOHS Surgery Please arrange for someone to drive you to the office and stay with you following your appointment. Remember to eat a normal breakfast prior to your appointment, and be sure to wear loose, comfortable clothing at the time of your appointment. 4

5 Please do not wear make-up, jewelry or nail polish to your appointment. Facial Procedures We recommend wearing a shirt that buttons or zips in the front when you come in for your appointment. Please stop using chemicals on your skin three days prior to your appointment; including retinoid, scrubs, benzoyl peroxide and sunscreens. 5