Best Practice Message Scripts Ear, Nose, and Throat While the examples in this document are best practices based on years of experience, they are only examples. TeleVox clients are solely responsible for the content of messages including required consents from patients, timing and purpose of all messages and compliance with all applicable laws, rules and regulations. The information is not intended to be legal advice. TeleVox is merely acting at a client s direction as a technology conduit for the transmission of the messages.
Appointment Reminder Messages Standard Message: Hello, this is [Location Name Merge] calling to confirm an appointment for [Patient First Name Merge] on [Day/Date Merge] at [Time Merge] [Doctor Name Merge] [Optional Notes] [Procedure Merge]. Please listen to the following options. To confirm this appointment, press 1. [Thank you for confirming your appointment. We look forward to seeing you soon.] To repeat this message, press 2. To cancel this appointment, press 3. [Your appointment has been cancelled. To reschedule your appointment, please call us during normal business hours at [Phone Number Merge]. Standard Answering Machine Message: Hello, this is [Location Name Merge] calling to confirm an appointment for [Patient First Name Merge] on [Day/Date Merge] at [Time Merge] [Doctor Name Merge] [Optional Notes] [Procedure Merge]. If you need to cancel or reschedule your appointment, please call us during normal business hours at [Location Message Merge]. Thank you. Family Message: Hello, this is [Location Name Merge] calling to confirm multiple appointments for [Family Names] on [Day/Date Merge] beginning at [Time] [Optional Notes]. Please listen to the following options. To confirm these appointments, press 1. [Thank you for confirming your appointments. We look forward to seeing you soon.] To repeat this message, please 2. To cancel these appointments, press 3. [Your appointments have been cancelled. To reschedule your appointment, please call us during normal business hours at [Phone Number Merge]. Family Answering Machine Message: Hello, this is [Location Name Merge] calling to confirm multiple appointments for [Family Names] on [Day/Date Merge] beginning at [Time] [Optional Notes]. If you need to cancel or reschedule your appointments, please call us during normal business hours at [Phone Number Merge]. Thank you. 1
Emergency Closing Messages Closing - Weather: Hello, this is [Practice Name Merge] calling to inform [Patient First Name Merge] that our office will be closed on [Date Merge] due to inclement weather. Our office will contact you to reschedule your appointment. Thank you. Closing - Other: Hello, this is [Practice Name Merge] calling to inform [Patient First Name Merge] that our office will be closed on [Date Merge] due to unforeseen circumstances. Our office will contact you to reschedule your appointment. Thank you. Other Voice Messages No- Show: Hello, this is [Practice Name Merge] calling with an important message. Our records indicate that [Patient First Name Merge] missed a scheduled appointment with our office. To transfer to a receptionist for scheduling, press 1. To replay this message, press 2. No- Show Answering Machine Message: Hello, this is [Practice Name Merge] calling with an important message. Our records indicate that [Patient First Name Merge] missed a scheduled appointment with our office. Please call our office during normal business hours at [Phone Number Merge] to schedule a new appointment. Thank you and we look forward to seeing you soon. Recall: Hello, this is [Practice Name Merge] calling to remind [Patient First Name Merge] that it is time to schedule your next appointment with us. To transfer to a receptionist for scheduling, press 1. To replay this message, press 2. Recall Answering Machine Message: Hello, this is [Practice Name Merge] calling to remind [Patient First Name Merge] that it is time to schedule your next appointment with us. Please call our office at [Phone Number Merge] to schedule an appointment. We look forward to seeing you soon. 2
Sample Procedure Instructions General Appointment Instructions Insurance co- pays are due at time of visit. We accept cash, check, and all major credit cards. Please bring a complete list of medications and products you re using, including those that are over- the- counter. New Patient /First Time Visit Please download patient forms from our website and fill them out prior to your first visit to save time during your appointment registration. Please arrive 15 minutes prior to your scheduled appointment to complete the registration process. Please bring any previous medical records that may be pertinent to your visit. Please bring a complete list of medications and products you re using, including those that are over- the- counter. First time patients should plan to arrive early in order to complete registration materials. Please bring your current insurance card and co- payment, picture ID, and a list of your medical history, current medications, and any allergies that you may have. If your insurance plan requires a specialist referral from your primary care physician, please obtain this referral prior to your office visit. Testing/Procedures Hearing Evaluation At the time of your appointment, please be prepared to discuss your medical history and any symptoms of hearing loss you re experiencing. Hearing Aid Checks At the time of your appointment, please be prepared to discuss any problems you are having with your hearing aid. Allergy Testing In preparation for your appointment, please avoid taking any antihistamines for up to 10 days. Ear Tube Surgery In preparation for this appointment, avoid eating or drinking 6 to 12 hours prior to your scheduled appointment. 3
Tonsillectomy Two weeks prior to your appointment, do not take aspirin or any medicines containing aspirin. Avoid eating after midnight the day before your scheduled appointment. Upper GI (Barium Swallow) Please avoid eating, drinking liquids, and smoking after midnight the day before your appointment. On the morning of your appointment, please take any essential medicines with a small amount of water. Endoscopic Sinus Surgery At least 2 weeks prior to your appointment, avoid taking aspirin and anti- coagulation medicines. Do not eat or drink anything after midnight the day before your appointment. Head & Neck Cancer Diagnosis Please bring a list of current medicines and any symptoms you are experiencing to your appointment. 4