Front desk scripts for new patient calls

Plain, warm scripts your front desk can adapt. Replace the [brackets], read them aloud, make them sound like your team.

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How to use these

Scripts are a starting point, not a recording. Read them aloud once as a team. Change any line that doesn’t sound like you. Never read a script word for word to a person in pain.

The goal of the call is a first visit on the schedule and a caller who feels cared for. See also: Front desk phone script

1. Answering the phone

“Good [morning/afternoon], [Clinic name], this is [Name]. How can I help you?”

Tips: smile before you pick up. Say the name of the clinic clearly. Don’t read a long legal name.

2. A new patient calls

Listen first. Let them explain, then reflect one thing back.

“I’m sorry to hear that. [Back pain that goes down the leg] sounds really uncomfortable. Let’s get you in.”

Ask only what you need.

“Can I take your name and a good phone number, in case we get cut off?” “Have you been to [Clinic name] before?” “Is this related to an injury at work, a car accident, or something else?” [use only if relevant to your funding rules] “Do you have a preference for [physiotherapist/chiropractor], or a day or time that works best?”

Offer two times, not an open question.

“I have [Tuesday at 4:30] or [Thursday at 9:15]. Which is better for you?”

3. Booking confirmation

“Great, you’re booked with [Practitioner] on [day] at [time]. The visit takes about [length]. Please arrive [5 to 10] minutes early. You’ll get a [text/email] with the details and a link to [fill in your form / change your time].” “Wear something comfortable that lets us look at [the area]. Is there anything else I can help with?”

Say the address and parking tip once: [Address, parking note].

Not sure where your clinic stands? We’ll look at it the way a new patient does and send a short written report. No pitch.

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4. Common questions

“How much is it?”

“[Fee for first visit] for the first visit, which includes [what it includes]. We [do / don’t] bill [insurer or program] directly. I can tell you how that works.”

“Do I need a referral?”

“[In your province/state, you do not / may need a referral for this]. If you’re not sure, I can tell you what your plan usually asks for.” [Check your regulator and payer rules.]

“Will it hurt?”

“Our [practitioner] will talk you through everything before they start, and you can ask to stop or change anything at any time.” [Adjust to your practice.]

“Can I book online?”

“Yes, any time at [booking link]. I can also send it to you as a text now.” [Only if true.]

5. If you can’t offer a time soon

“I’m sorry, our first available is [date]. I can put you on the waiting list for any cancellations, and I’ll [text/call] you as soon as something opens. Would you like that?”

6. Voicemail greeting

“You’ve reached [Clinic name]. We’re with patients right now or it’s outside office hours. Please leave your name, number and a short message, and we’ll call back by [time]. You can also book online any time at [website].”

7. Calling back a missed call

“Hi [Name], this is [Name] at [Clinic name]. You called earlier about [reason]. I’m calling to help you find a time. Is now a good moment?”

If no answer, leave one message and send one text. Don’t send more.

8. Reminder text (new patient)

“Hi [Name], this is [Clinic name]. A reminder of your visit on [day] at [time] with [Practitioner]. Reply [C] to confirm, or change it here: [link]. We’re at [address].”