Medical Practice Phone Etiquette

Job Aid

Medical Practice Phone Etiquette

Tools: Canva

Designed: 2022

Client: Our Town Medical Group (fictional company)

My Role: graphic design and development

FICTIONAL CASE STUDY

Context:

The (fictional) company serves the greater city community and offers four medical practice locations, each staffed with over 15 employees. They specialize in family and pediatric care.

Challenge:

Online reviews and patient satisfaction surveys have shown dissatisfaction with the handling of phone conversations and messaging. The company wanted to educate its staff on proper phone etiquette but did not have a formal onboarding process in place.

Solution:

This job aid was developed as part of a new onboarding course designed for the company. In addition, it was printed and placed behind the front desk at each office as a simple reminder of the protocol.

Result:

Employees agree that this job aid is a friendly reminder on busy days. They appreciate the protocol set in place for consistency between employees and office locations. Patient reviews and satisfaction surveys no longer indicate dissatisfaction with phone etiquette and messaging.