A couple of thoughts paraphrased from Gandhi.
Patients do not depend on us—they have choices.
Patients are not an interruption when they call.
Patients are not an outsider to our business—they are our business.
We are not doing patients a favor—they are doing us a favor by choosing to interact with us.
We spend millions of dollars trying to attract patients.
Why not spend a few dollars trying to retain patients and to make it easy for them to do business with us?
If you don’t, somebody else will.