Front-Desk and Patient Communication for Clinics

This course is for the staff who speak to patients before and after the clinician does: on the phone, at reception and when discussing treatment plans. It covers booking conversations, explaining prices, responding to hesitation, and handling complaints.

The package includes a self-paced online module that staff complete individually, and a half-day in-person session plan built around practice with the clinic’s own examples. The clinic manager or a senior coordinator usually delivers it after the briefing.

Course outline

1. Self-paced: the key conversations with patients
2. Self-paced: explaining treatment plans and prices
3. Self-paced: responding when a patient says no or is undecided
4. In person: practice with real call examples
5. In person: complaints and difficult conversations
6. In person: building the clinic's own script library

What the package includes

• Slides and a participant workbook, written for the delivery format
• Exercises and activities with instructions and model answers
• A trainer's guide with timings and notes for each part
• Briefing calls with your trainer before the course
• Support by email or call during the first delivery
• All files in editable form, yours to reuse