Seven Forbidden Phases
Purpose
To ensure all patient interactions are professional, positive, and solution-focused, improving patient experience and trust.
When
Use during all patient interactions including phone calls, in-person communication, and follow-ups.
Responsible Role
All Staff (Front Desk, CA, Referral Coordinator, Billing, Clinical Staff)
Procedure
Step 1: Use Positive Language
Always replace negative or uncertain phrasing with clear, helpful, and solution-oriented language.
Approved Language Replacements
Instead of Saying | Say This Instead |
|---|---|
| “That’s a great question, let me check and find out for you.” |
| “What I can do is…” |
| “That’s a great question. What I can do is…” |
| “What you need to do is…” |
| “Are you able to hold for a moment?” |
| “Please remember” |
| “It’s my pleasure” or “I’d be happy to help.” |
Step 2: Maintain Tone
- Be friendly and confident
- Speak in a calm, helpful tone
- Focus on solutions, not limitations
Step 3: Apply Consistently
- Use this language:
- On phone calls
- At check-in/check-out
- During scheduling
- When answering questions or concerns
- Practice replacing phrases until it becomes natural.
Final Check
- Language is positive and professional
- No negative phrasing used
- Patient feels helped and supported
Quick Summary
Purpose: Improve communication and patient experience When: Every patient interaction Responsible Role: All staff