Seattle Clinic Kit
A reference pack for the team taking the calls: how to answer the questions patients actually ask, what can and cannot be said, and how to tell a good fit from a polite pass.
Draft for review · August 2026How to use this kit.
The clinic runs its own enquiries, its own systems, and its own schedule. Nothing here changes that. This is reference material for the people answering the phone, written to be adapted rather than followed exactly. Take what is useful and ignore the rest, with one exception: page 04 is the compliance page, and that one is firm.
Nothing here reaches a patient until the clinic signs off. All patient-facing language and every clinical claim goes through the clinic's own medical and legal review. This kit is a draft written to make that review quick.
Leaving comments on this draft.
Highlight any text, or click any image, on any of the six pages. Comments save to the server as you go, and the page and section are recorded automatically.
- Select the text you want to comment on, or click an image. A Comment button appears.
- Press it, type your comment, and hit Enter. That's it.
No name to fill in, and nothing to save. Every comment is stored the moment you post it, and we can read them from our side at any time.
To send them on anyway, click Export comments in the left sidebar for a single file covering all six pages.
The Comments button in the bottom corner lists everything left so far, where you can also reply or archive anything already handled.
The four-point check.
Before spending real time on someone, this is what is worth confirming. It takes about thirty seconds, and it is the same list whether the enquiry arrived by phone, by web form, or as a referral.
Fill these in before the team goes live.
Two questions come up on almost every call, and both are clinic decisions rather than something this kit can answer. They may even differ from one location to the next. Write the answers in, and the scripts on the other pages work as they stand.
Questions, corrections, and anything this kit gets wrong about how the clinic actually runs.
Six pages, one job: more booked consults.
Lead flow & qualifying
A response cadence built for a busy desk, and the four checks that decide who gets the follow-up time.
Question battlecard
The 14 questions callers ask most, with suggested wording for each in plain, compliant language.
Say / don't say
Approved language, the words never to use, and what must never be promised. The firm page.
Patient materials
The one-page handout for the front desk, plus the tri-fold brochure concept.
Hemorrhoid education
Symptoms, the words patients use, and every treatment option with where ours sits among them.
Ideas, for whenever there's room.
None of this is required, and none of it matters in week one. It is the short list of habits that tend to make the next few months easier.
Track the questions
Keep a running note of what callers actually ask. Anything that comes up three times belongs on the battlecard, and the team should send it over so the kit gets updated.
Ask after recovery
A short check-in a week or two after the procedure tells the clinic how patients are really doing, and catches anyone who needs attention sooner.
Ask for the review
Patients who are glad they came will happily say so, but usually only if asked. The best moment is right after a good follow-up, never before.
Note where they heard about it
One line at the end of the first call. Over a few months it shows which referral sources are actually working.
Log the passes
The reasons enquiries are turned away are as useful as the bookings. A pattern in the passes usually points at something fixable.
Keep the handout stocked
The one-pager on page 05 is meant to leave with the patient. It works hardest at the front desk, not in a drawer.
Answer early, answer honestly, book the right patient.
Fill in the two answers above and the rest of this kit works as it stands. Start with lead flow.