How to attend an incoming call?

Patient Care Executive (PCE):

Good Morning / Afternoon / Evening, Dr Monga Medi Clinic

I’m [name], how may I help you?

Caller (C):

I’m looking for a Doctor for my [problem]

PCE:

Thank you for reaching out to us. Yes, we do have doctors who could help you with your [problem].  Before, I proceed, can I ask a few questions please?

Caller (C):

What kind of questions? Why?

PCE:

This is our protocol to know a bit about the patient and then brief our doctors about you so that they can help you with your issues promptly.  Please do not worry, your information will never be shared with anyone else.

Caller (C):

OK

PCE:

What is your full name?

What is your age?

What is your height/weight?

Your contact number?

Please tell me the exact problem you are facing?

Since when are you facing this [problem]?

Is this the first time you’ve called us?

Are you already taking treatment from someone else?

How did you come to know about us?

[After gathering this info about the patient…]

Thank you for the details shared with us. 

I will now arrange a call-back on your number from one of our Doctors. 

I’d request you to please disconnect the call from your side.