Distinctive Strategies and Leadership || SCRIPTS

SCRIPTS

Scripts Staff Training

It is important to create scripts for the most frequently asked questions and you’re most common conversations in your practice. For example, “how much is an eye exam?” and “why do I pay extra for a contact lens exam?” Scripts are also vital when explaining each test being done on the patient. When we create scripts for our practice, we ensure that our entire team understands and communicates correctly our goals and culture. This also eliminates confusion for our patients. In your team meeting, utilize a flip chart to write down your most common questions and procedures in your office. Work together with your staff, using our template to create scripts. For testing scripts, have them easily accessible during testing, such as taping them to the machine.

For common questions, you can put them in a book or flip chart accessible at locations throughout the office.

1.) What should be included in your script: what is this test? Why are we doing it? And when should we have it done again.

2.) How do you create a scrip for the most common questions? first determine what the real question is, for example how much is an eye exam is not the real question it is why is you exam worth what you are charging.

3.) How to utilize scripts? To create a framework for consistency amongst the team.

4.) Where do scripts go? How do we access them? Do we need to memorize? Role playing make sure you are listening so the don’t get off track, new team members.

-WO: article