Chris Barrow’s Blog

During a recent team training day at Penistone Dental (one private and one NHS clinic), we asked the telephony team to create a list of “frequently asked questions”.

Here is their list:

PENISTONE DENTAL CLINIC

FAQ’S

• •Are you currently accepting new NHS patients?

• •I am not a patient at your clinic, but can I register my children?
• •I am a patient at your clinic, can I register my partner?
• •Can I register as an NHS patient, I just need new dentures?
• •Could I speak to my dentist? Can you please ask my dentist..? can you give my dentist a message?
• •I would like an appointment for my S/P?
• •Why haven’t I had my S/P with my exam?
• •I am currently having private treatment, when I have completed this, can I then become an NHS patient?
• •I need to see my dentist today, I am in pain?
• •Could you give me information/prices for private treatment,eg: whitening?
• •Do you open late nights/Saturdays?
• •Is it possible for me to pay for my exam and treatment when everything is completed?
• •Do you have a hygienist that I can see?
• •I don’t like the Dentist that I have seen, can I move to a different one?

My points here are as follows

• Do you know what the FAQ’s are in your practice?

• So when a new member of staff joins – or if there is emergency cover on the phones, those on duty know what to expect?
• And have you agreed the response to each of these questions that is “on brand”?

I’m sure Alex will not mind me saying that, although the telephony team at Penistone are first-class, there is no “brand standard” for these answers – and so we have work to do in creating them.