Humanized patient onboarding protocol from first contact
Complete patient experience system from scheduling through post-visit follow-up.
Transform the patient experience into a competitive advantage by standardizing humanized care at every touchpoint in the clinic.
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Prompt objective
Transform the patient experience into a competitive advantage by standardizing humanized care at every touchpoint in the clinic.
Real use case
Clínica Saúde & Vida in Belo Horizonte hired 2 new receptionists and has an NPS of 62. Manager Patrícia wants to reach 85+ by creating a protocol that makes the reception a competitive differentiator, from first contact through post-visit follow-up.
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Prompt
Develop a complete humanized onboarding protocol for [CLINIC NAME], [SPECIALTY], with [NUMBER OF STAFF] staff members and [NUMBER OF PATIENTS/MONTH] patients per month. **TOUCHPOINT 1 — First contact (phone/WhatsApp):** - Phone scripts (with variations for different scenarios) - Welcome WhatsApp message - Information to collect on first contact - Tone of voice: welcoming, efficient, not robotic - Maximum response time: [MINUTES] minutes **TOUCHPOINT 2 — Arrival at clinic:** - Standard greeting (with eye contact and smile) - Check-in: streamlined process (digital vs. paper forms) - Offer of water, coffee, Wi-Fi - Honest wait time estimates - Environment: temperature, sound, lighting, reading materials/TV - Accommodations: elderly, PWD, children, pregnant patients **TOUCHPOINT 3 — Waiting:** - Maximum acceptable wait time: [MINUTES] minutes - Proactive updates if running late (
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- 1Replace the key placeholders first: CLINIC NAME, SPECIALTY, NUMBER OF STAFF, NUMBER OF PATIENTS/MONTH.
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