Prior to their first visit to the practice, Welcome Calls provide an opportunity to introduce patients and thoroughly set expectations. These calls should be answered by someone who will maintain the patient’s relationship in the practice, such as a Treatment Coordinator, Hygienist, or Office Manager. These calls may resemble your standard “confirmation call,” but the goal is to encourage more conversation and help build rapport at the start of this new patient’s experience.
While anyone can make a welcome call, keep in mind that this should be a conversation that helps nurture the relationship between the office and the patient, as well as one that sets the patient up for success when they come in for their appointment. This call should have an agenda to guide the conversation in a productive direction. What is causing the patient to come in for their appointment? What information is required for triage? Is it possible to determine the patient’s personality profile?
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