Scripting Tip – If possible, avoid saying “no” to patients. When you say “no,” the only thing patients hear is that you aren’t going to help them. Instead of saying “No, we can’t see you on Tuesday,” you can certainly say “We can see you on Thursday.” Notice that instead of telling patients what isn’t available, you are sharing with them what is available. It allows you to focus on what is possible versus what isn’t.

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