Have you ever noticed that the way your team answers the phone can shape a patient’s entire first impression of your practice? That simple “hello” can build trust or create frustration. You are not alone. Each week in Calm the Chaos, I share practical tools, real stories, and tech tips to help you create a smoother, more supportive experience for both patients and staff.

This week, let’s look at how every phone call can become an opportunity to connect and serve.

STORY TIME:

How a Podiatry Clinic Improved Patient Calls

BEFORE THE FIX

A podiatry clinic was getting complaints about long hold times and confusing messages. New patients sometimes gave up and called other clinics. Staff at the front desk felt stretched thin by juggling calls and in-person visitors at the same time.

THE SHIFT

The front desk team set up a dedicated phone group and introduced simple scripts for greetings and closings. They added a virtual phone system that tracked call data and allowed for quality checks. Team members also learned to smile when answering calls, which immediately improved the tone of their voices.

THE RESULTS

Patients noticed friendlier service and were more likely to schedule appointments. Fewer calls were dropped, and staff felt less stressed during busy times. Everyone had more time to focus on giving great care both on the phone and in person.

TAKEAWAY

A well-managed phone process creates a professional first impression and frees up your team to give great service both on the phone and in person.

ACTIONABLE TIPS FOR THE WEEK:

Make Every Call a Confidence Builder

◉ Assign Call Specialists – Designate specific staff to handle calls so the front desk can focus on in-person visitors.

◉ Use Simple Scripts – Provide a script for greetings and closings to ensure every call feels friendly and professional.

◉ Encourage Smiling on Calls – Remind staff that a smile can be heard over the phone.

◉ Track and Review Calls – Monitor call wait times and missed calls, then coach staff to improve.

◉ Regular Training – Keep your team sharp with regular coaching and feedback.

Micro-Challenge:

Call your own clinic this week. What do you hear? Find one area that could feel more welcoming or efficient.

TANIA'S TECH TIPS:

Use RingCentral for Smarter Calls

RingCentral helps you route calls, track performance, and record for training so patients always get the best experience.

💡 Pro tip: Listen to call recordings with your team and spot small adjustments that make a big difference.

WHAT I’M READING:

Building a Story Brand by Donald Miller

Clear, friendly communication helps your patients feel cared for from the very first hello.

SMALL CHANGES, BIG RESULTS

When you make every call count, patients notice and your team feels more confident.

Everyone’s a VIP: Mastering Patient Communications for Excellence helps your team create positive experiences at every touchpoint.

TRAIN YOUR TEAM

P.S. Managing a practice is tough, but you don’t have to tackle every challenge alone. If you’re looking for clear solutions and a fresh perspective, my 90-minute Practice Clarity Call is for you. Together, we’ll find what’s holding your team back and create a simple, realistic plan that fits your practice. Ready for a change? Book your Clarity Call here