3 Lessons from the Trenches
Lesson #2: Beyond the Hippocratic Oath
I wish my medical school had taught me the importance of ensuring every patient has a positive experience before, during, and after visiting my clinic. I refer to these as magical moments of truth. For example, the first interaction with the patient is often the telephone. You can manage that moment of truth by ensuring that the phone is answered by the third ring. The receptionist should answer with a smile that can be heard on the other end of the line. A receptionist can easily accomplish this by placing a mirror in front of the telephone for visual feedback.
Also, the receptionist should state their name and then make sure to use the caller's name at least twice during the phone conversation, such as, "Mrs. Smith, it is nice to speak with you, and we look forward to your first visit to our office. If you have any questions, Mrs. Smith, let us hear from you."
Source: Neil Baum, DPM, Physicians Practice [10/31/25]
