Patient Care Executive (PCE):
Hello, Good Morning/Afternoon/Evening
Am I talking to [name]?
Receiver (R):
Yes
PCE:
Sir/Ma’m, I’m [name] calling from Dr Monga Medi Clinic with reference to your query which you made on Practo / Google / Our website about your health issue. Is this a right time to talk to you about it?
Scenario 1 – R:
I did not make any query.
PCE:
Oh I see. Sorry for the inconvenience. Your number has reflected on our system that’s why I called you. In case you ever require any assistance regarding your health problems, you may get in touch with us. Have a good day.
Scenario 2 – R:
Yes, I did make a query.
PCE:
Sir/Ma’m, I will be happy to assist you and assure you of the best possible solution to your health problem.
Before, I proceed, can I ask a few questions please?
R:
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.
R:
OK
PCE:
What is your age?
What is your height/weight?
Where are you based at?
Please tell me the exact problem you are facing?
Since when are you facing this [problem]?
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.
|
PCE |
Good Morning! Dr Monga Medi Clinic. How may I help you? |
|
PATIENT |
[Patient responds] |
|
PCE |
[ask for Name, if the Patient has not told] Thanks for calling Mr ……. [If we do not treat the problem then, say] I’m extremely sorry to hear about your issue. But I regret that we do not have specialised treatments for your issue. I’d rather advise you to visit a specialist elsewhere. [If we treat the problem then, say] We can surely help you in solving this issue. But, before I proceed, can I know a few details for making notes for our Doctor, please? |
|
PATIENT |
Alright/Ok |
|
PCE |
Since your call has been connected through Just Dial, I’m unable to see your number. Would you like to confirm the same please? |
|
PATIENT |
[Patient Answers] |
|
PCE |
Where are you calling from? |
|
PATIENT |
[Patient Answers] |
|
PCE |
What is your occupation? |
|
PATIENT |
[Patient Answers] |
|
PCE |
How old are you? |
|
PATIENT |
[Patient Answers] |
|
PCE |
Are you married? |
|
PATIENT |
[Patient Answers] |
|
PCE |
Thank you Mr…… for these details. Now, coming back to the problem that you are suffering from, let me tell you that we have been successfully treating patients like you, for over 70 years. This is totally treatable. So, do not worry. You have come to the right place. Our treatment process consists of Counselling by the Doctor, combination of exercises and techniques and classical / ethical/shastrokht Ayurvedic medicines. |
|
PATIENT |
How much does it cost? |
|
PCE |
The one-time consultation fee of our Doctor is Rs.800 Our treatment is of 30days minimum and it costs Rs ………….. when the patient comes to our clinic It includes 4 counselling sessions, 2 sessions of exercises and techniques, 30-days medicines and regular follow ups. |
|
PATIENT |
OK, I’d like to come on …. |
|
PCE |
Let me check. One moment, please. [Hold on for 5-7 seconds] Thanks for being with me. Will it be ok if I give you a time of ….. on …… |
|
PATIENT |
[Patient Answers] |
|
PCE |
[If, no then tell]: The next available date is …. Would you like to come then and meet the Doctor at ……. [time] |
|
PATIENT |
[Patient answers] |
|
PCE |
[If yes, then tell]: Ok. Thanks for confirming. You will soon get a confirmation message on your number. [If no, then tell]: As I told you if you book an appointment now, I can offer you a discount. [if still says no, then say]: I respect your decision. Thank you for calling Dr Monga Clinic – 100% Ethical Ayurveda. And also, a word of friendly advice that please do not waste your time and money on anyone who tells you that PE is a disease. If there’s anything else, please call me again. I’d be happy to help. Have a good day! |
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