The power of the first call: What you don't know can hurt you

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* 1. What does HCAHPS stand for?

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* 2. What percentage of callers stated that they would not return to the medical practice based on their first call?

35%

25%

30%

45%

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* 3. How much more likely are first time callers to return if they had a live attendant?

1.5 times

2 times

3.5 times

3 times

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* 4. If offered an appointment more than (2) two weeks out, how less likely is the patient to return?

4.4 times

1.5 times

10 times

6 times

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* 5. What (3) three things would negatively impact the likelihood of the patient returning?

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* 6. What (3) three things are vital to the initial greeting?

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* 7. Name (3) three practice considerations for medical practices to focus on in order to boost the odds of a patient returning?