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When you have to call a doctor,
there is a right way to attain your goal

How to call doc's office and get results

By Lynda Shrager

Technology has made it easier than ever to communicate with others, but sooner or later you are going to have to communicate the old-fashioned way. Whether seeking information about a specific diagnosis, getting prior authorization from your health insurance company or contacting a patient representative about a second opinion, nothing works quite as well as picking up the telephone and speaking with a person.

Plan the timing of your calls based on whom you are calling and not necessarily what is convenient for you. Doctors' offices are often extremely busy first thing in the morning. Some close for a lengthy lunch period, and others might already be closed by 4 p.m. I often have success getting through right before they break for lunch when the morning rush is over.

If you must leave a message, plan a short, succinct sentence or two stating the purpose of the call. Spell out your name and speak slowly when leaving your phone number so the recipient doesn't have to replay the message. Leave a good time to call you back, and then be available as promised.

Make a list of questions and concerns before making the call. Have a pad and pen ready. The first thing you should do when you reach someone is get his or her name. Using the name in the conversation will establish rapport.

Most often, telephone inquiries to a medical practice will be addressed by the “gatekeepers.” These are the secretaries, medical assistants and schedulers who will assist with scheduling tests and appointments and obtaining test results. If you will be calling the office often, learn their names and make an effort to establish a relationship. Referencing something about the person shows you are an active, caring listener. “Is this Candy? How was your vacation?”

Be empathetic: “I know it's the end of the day, and you're probably swamped, but could you possibly call in a prescription renewal?” Compliment helpfulness. There is no question that “catching more flies with honey” is the rule that has brought the most success.

Use the following tips to improve your results:

• Leave a phone number even if you think they have it.
• Find out when a person is expected before leaving a voice mail. They might have just left on a two-week vacation.
  
  
• Document all prior contacts in case you might need to remind someone of the date, time and content of a previous call.
  
  
• Be polite but assertive. You have the right to information, and if you don't get satisfaction from the person with whom you are speaking, ask for the supervisor.
  
  

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