How the CHARM Method and FAQs Create

Impactful Patient Phone Calls

Welcome back! In our last post, we introduced the CHARM method, a five-step approach to handling patient phone calls with confidence and care. If you missed it, go back and check it out because today, we’re going to build on that foundation by showing you how having FAQs on hand can make the CHARM method even more effective.

When it comes to patient phone calls, many concerns are predictable. Patients often ask the same questions about insurance, pricing, or treatment options. Having a list of frequently asked questions (FAQs) at your team’s fingertips not only helps answer these concerns quickly but also keeps the conversation smooth and efficient. Let’s explore why having FAQs ready can elevate your practice’s phone communication.

Why FAQs are Essential for Smooth Phone Calls

When patients call with questions, the ability to answer confidently and quickly builds trust. On the flip side, hesitation or vague answers can leave them feeling unsure. That’s where having an FAQ list comes in—it ensures your team delivers consistent and accurate information every time.

How FAQs Fit into the CHARM Method

Let’s revisit the CHARM method and see how FAQs can enhance each step:

C – Connect

During the connection phase, patients might start the conversation with a specific question, such as, “Do you accept my insurance?” Instead of a generic answer, having an FAQ handy allows you to give a confident and reassuring response, like:

Example:
“I’d be happy to help with that! We’re an unrestricted provider for [insurance] and will do everything we can to maximize your benefits.”

This not only answers their question but sets a positive tone for the rest of the call.

H – Hear

When you’re actively listening to a patient’s concerns, they may mention a common issue, like fear of the dentist or confusion about a procedure. Having FAQs on these topics allows you to address their concerns without hesitation, showing that you’ve handled similar cases before and can provide the necessary reassurance.

Example:
“I understand that dental visits can be nerve-wracking. Many of our patients feel the same way, and we offer sedation options to help make your visit as comfortable as possible.”

A – Assist

FAQs are especially useful during this phase because many patients will ask for specific details about costs or treatment options. Having answers to common pricing or procedural questions helps you guide the patient confidently.

Example:
“For a crown, the cost can range from $1000 to $1500, depending on the diagnosis. We offer payment plans to help make this treatment more manageable.”

R – Reserve

At the reservation stage, setting expectations is key. Patients may ask what happens next, and a well-prepared FAQ list can help you explain everything from online forms to the check-in process.

Example:
“Before your appointment, we’ll send you a confirmation email with your forms. When you arrive, we’ll go over everything and make sure all your questions are answered.”

M – Maintain

FAQs can also help maintain relationships by providing clear, consistent answers to any last-minute concerns. This is your chance to reassure the patient that they are in good hands and fully prepared for their visit.

Example:
“If you’re unsure about anything before your appointment, feel free to call us. We’re happy to go over your insurance benefits or any questions about the procedure.”

Building Your Own FAQ List

Every practice is unique, so your FAQ list should reflect your specific services, policies, and patient needs. When building your list, ask your team, “what questions do you hear every day on the phone?”. Here are a few key questions to consider including:

• Do you accept my insurance?

• How much does X procedure cost?

• What can I expect at my first appointment?

• Do you offer sedation options?

• How often do I need X-rays?

• What payment options do you offer?

By developing thorough and thoughtful responses to these common questions, your team will be able to handle any patient inquiry with ease.

Conclusion: Putting It All Together

By combining the CHARM method with a well-prepared FAQ list, your practice can turn each phone call into a positive and impactful experience for patients. Not only will your team feel more confident and prepared, but your patients will feel valued, understood, and eager to book their appointment.

Stay tuned for more tips on patient communication and practice management in

our upcoming blog posts!