Patient scripting using the “feel, felt, found” approach increased patients’ acceptance of home visits.
How did we develop scripting that helped increase patient retention rates? Two things come to mind. First, we changed how we described the home visit. When we were in the hospital or on the phone, we refined our discussion to talk about a brief home visit by a registered nurse. We explained some of the things the nurse would do during the visit and what the patients would gain from them. We reframed the description to highlight what was in it for the patient. And we always describe it as a brief home visit.
Secondly, we worked hard on overcoming objections. We conducted a short survey, and tracked our results over time to determine our top objections. We then framed scripting around each one of those top objections using the “feel, felt, found” approach recommended by our behavioral psychologist.
For example, we taught our nurses to say: “I understand you feel that way. Others in our program have felt that way in the past, but what they’ve found is after they’ve gone through the Care Transitions program …”
The nurses were able to overcome that objection using that framework. We created scripting for the top three or four objections we normally received, and found that to be very helpful.
The Science of Successful Care Transition Management: Leveraging Home Visits to Improve Readmissions and ROI The Science of Successful Care Transition Management: Leveraging Home Visits to Improve Readmissions and ROI explores the critical five pillars of the Arizona non-profit’s leading care transitions management initiative, adapted from the Coleman Care Transitions Intervention®.
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