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 “i don’t know” “that’s a great question, let me check and find out for you ” “i can’t” “what i can do is…” “no” “that’s a great question what i can do is…” “you have to…” “what you need to do is…” “can you hold please?” “are you able to hold for a moment?” “don’t forget” “please remember” “no problem” “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