Remove “No” from all conversations with parents and patients. Double-check to see if “No” occurs in any scripting your practice uses, and eliminate it. That word sends a negative message, in more ways than you may think. When the doctor or a team member says “No” to a parent or patient, it can seem that your practice is uncaring, unwilling to help, or more interested in enforcing rules than meeting the parent’s or patient’s needs.

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