How to make 'Concern Calls'

We must follow the following steps to make an effective concern-call:

1. Introducing yourself to the patient

2. Building Rapport with the patient

3. Extending further support to the patient

4. Engaging the patient

5. Concluding the conversation on a positive note

Now let us discuss these steps in details as given below:

(1) Introduction

“Good morning/evening Sir/Madam,
This is a concern call from Dr. Monga Clinic. My name is [name].  Am I speaking to Mr/Ms.[Patient’s name] ?

“Good morning/evening Sir/Madam,
Yeh ek concern call hai Dr. Monga Clinic se. Mera naam [naam] hai. Kya main Mr./Ms. [patient ka nam] ji se baat kar raha hoon?

Tip:

Try to call patient on his number, but if you connected to his family member then do not identify yourself unless asked. Use your name only to assure privacy for the Patient.

Patient ko call karne par agar unke ghar k kisi member ne phone receive kiya ho toh patient ki privacy ko nazar main rakhte huye sirf apna naam hi bataaye; Baaki baatain patient k saath hi karain.

Example: – If “No” then:-

“May I speak to [Mr./Ms….], please?”
“Kya main [Mr./Ms….] ji se baat kar sakta hoon?”

Patient k phone receive karne k baad.

“Good morning [Mr./Ms….],
This is [name] here; this is a concern call from Dr. Monga Clinic.
“Can I have a few minutes of your time?”

“Good morning [Mr./Ms…..],
Mera naam […] hai; Yeh ek concern call hai Dr. Monga Clinic se. 
“Sir/Ma’m kya Main aap se thodi der k liye baat kar sakta hoon?”

(2) Building Rapport 

After positive response

Ask:-

Areas of Concern:

1) Are you taking your medicine on time?

Kya aap apni medicine samay par le rahhe hain?

2) …

(3) Extending further support

Take time to ask the patient his or her opinion about the treatment and try to solve their concern if they still had some issue and convince for revisit.

(4) Engaging the patient

Example: –

“Because of your …so…&…so…… issue you have not getting the proper relief you have to visit again for your proper treatment.”

During the call, patients need to feel that they’re not alone. Speak specifically to how you will assist the Patient and include a timeline for the changes. Tell the patient what you will be doing in the treatment and make sure to ask them if they can see any problems with this step.

Example: – “So I think with both of us supporting Mr. (Vinay) you will be well. You can make sure (Vinay) agreed to visit in clinic. And assured them that our weekly positive phone calls will help both of us stay Informed. Do you think that this is the appropriate course of action for your problem?”

(5) End the conversation on a positive note

Let the patient know that you will remain in contact through a mode of communication that is ideal for the patient.

Always remember to keep the door open and establish your timeline for follow-up with the patient.

Example: – “Thank you so much for your open communication and your time. I’ve really enjoyed talking with you. I think if we continue to your treatment you can recovered successfully in 10-15 days. As I hope you know if there is ever anything you need or any concerns you have, please don’t hesitate to contact us. Thank you for talking with me. Take care.”…..Good bye sir/madam.