Practice talking with clients

The Talking with clients modes help you find out what a client is really seeing and answer them the way your clinic would. Rule it out works the same way, from the Is it urgent? group.

What do they mean?

Clients don't always say what they're seeing. Each case gives you what the client said, and you pick the questions that would find out what they're actually seeing. Set it up like a triage round, then click Start 10 cases.

Conversation modes

Say it right, Phone scripts and Rule it out are short conversations with a client.

• Say it right: talk with clients the way your clinic does. Kind, clear and professional.
• Phone scripts: calls with a policy behind them, like no openings today, a refill that needs a test, or a doctor who's off.
• Rule it out: the client thinks it's one thing. Ask what tells it apart from something worse.

To play:

1. Open Tell Tail and click the mode.
2. Choose a level under Up to: Starter, Core or Experienced.
3. Click Play one, or pick a scenario from the list.
4. Read each line and choose your reply, or pick the questions to ask. Click Continue to move on.

After each choice you see whether it was the best answer, okay, or likely to make things worse, and why.

In Rule it out, ask one question at a time and stop when you have what you need. Wrong questions cost points too. Click I've asked enough when you're ready.

Tough moments

Now and then a client gets frustrated or rude partway through. Pick how you'd respond. Sometimes there's a useful detail in what they said, shown afterwards as Hidden in there:.

At the end you get a score and a To remember list. Click Next scenario or Back.