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Sandy Pardue's Horizon 360° Blog

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Customer Service

Costly mistakes can happen in the first 10 seconds of a phone call to your practice. All front office staff need to be aware of forbidden phrases when communicating with patients. Patient retention in most practices is low, the back … Continue reading

Using the Word “Cancellation” When Speaking to Patients

Take the word “cancellation” out of your vocabulary. There is no reason to use the word in ways like, “If we get a cancellation” or “we will probably get a cancellation” or “we just had a cancellation.” You want patients … Continue reading

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