An on-hold phone system bridges the gap between a patient’s initial call and the personal interaction they’re waiting for. But what should they hear while they wait? Let’s break down the pros and cons of silence, music, and information to help you decide what’s best for your practice.
The Case for Silence
Silence can be golden, right? But is it ideal for your on-hold phone system?
Pros:
- Peaceful Environment: Silence offers a break from the daily noise and can provide a moment of calm for anxious patients.
Cons:
- Feeling Ignored: Patients might feel like they’ve been forgotten or wonder if their call is still connected.
- Heightened Negative Emotions: Without any sound, patients can become more aware of their wait time, leading to increased anxiety or impatience.
The Case for Music
Music has the power to soothe and relax. Here’s why it might be a good fit for your on-hold system.
Pros:
- Reduced Perceived Wait Times: Studies show that pleasant music can make the waiting experience feel shorter and more enjoyable.
- Wide Appeal: Classical or instrumental music tends to be calming and widely appreciated.
Cons:
- Varied Preferences: What one patient finds as a good tune, another might find annoying.
- Licensing Fees: Playing copyrighted music can add extra costs to your practice.
The Case for Information
Providing information while patients are on hold can be a great way to engage them and promote your practice.
Pros:
- Educational: Sharing details about your services, office hours, and upcoming events can keep patients informed.
- Subtle Marketing: Highlight new treatments, special offers, or introduce staff members during the wait time.
Cons:
- Maintenance: Keeping the information updated is essential to ensure accuracy and relevance.
- Overload: Too much information can overwhelm patients.
Finding the Right Balance
The most effective on-hold system might combine elements of music and informative messages. Here’s how to strike the right balance:
- Mix it Up: Combine music with brief informational segments to keep patients engaged without overwhelming them.
- Keep it Short: Aim for 30 to 60 seconds of music, followed by a brief informational message.
- Get Feedback: Regularly ask patients for their preferences and make adjustments accordingly.
- Update Regularly: Keep your content fresh and relevant.
Conclusion
Each option—silence, music, and information—has its pros and cons.
- Silence offers peace but risks making patients feel ignored.
- Music can soothe and reduce wait times, but preferences vary and come with licensing fees.
- Information can educate and promote your practice but requires regular updates and balance to avoid overwhelming patients.
Ultimately, the best approach fits the unique needs of your practice and your patients. Experiment with different methods, collect feedback, and make the best decision to enhance your patients’ experiences.
Consider trying a combination of music and information, keeping segments short and engaging. Your on-hold system is an extension of your practice—make it a positive and informative experience for your patients.
