As the saying goes, you only get one chance to make a first impression. The initial call with your new Hispanic patients sets the stage for your relationship with them going forward (or lack thereof).
The point of an intake call with a new Hispanic patient is to establish a lifelong connection with them by way of trust. This means several things:
1) Allowing them to speak comfortably in their native language.
Let them know that your practice has Spanish-speakers on staff that are always available to listen to their needs.
2) Allowing them to communicate with a Spanish-speaking member of your staff they feel a connection with.
Your practice’s primary point of contact with new Hispanic patients should be empathetic and show genuine care for their wellbeing. You’d be surprised by how many practices approach intake calls like robots. In fact, many practices are considering replacing humans that field intake calls with robots. If you want to build lifelong relationships with your patients, then you should double down on the human element, not take it away!
3) Reassuring them that your practice is there to meet all of their medical needs, not just their current needs.
Your practice’s point of contact with new Hispanic patients should make clear that your practice is always there to help. It doesn’t discriminate based on ethnicity or immigration status; it exists for no other reason but to help people like the caller!
All of this can best be summarized as building rapport. It’s the opposite of doing what a lot of medical practices do when fielding initial calls: asking for insurance information upfront, asking for demographic information upfront, requesting that the caller come in for a paid appointment for the sole purpose of addressing a current medical need, etc.
Doing this dehumanizes the patient; it suggests that the extent of the relationship between your practice and the new Hispanic patient is that of a one-time service in exchange for a fee. You don’t want a one-time patient…you want to build a lifelong relationship with the caller! So don’t make the same mistake most medical practices do: Build connection and trust with your Hispanic patients from the first call!
