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By Dr. Karan Narwal
In the realm of mental health, the first interaction begins long before a patient walks through your doors. For TMS and Ketamine therapy providers, this perspective is particularly relevant as the intake process is more than just the collection of information—it's a matter of gaining trust, providing education, and instilling hope. This first impression sets the tone.
As someone who's deeply invested in the overall success of mental health providers, I have noted many clinics unintentionally undervalue the critical role played by their front desk, causing their intake processes to be quietly undermined. The fallout, unfortunately, is that life-changing treatments such as TMS and Ketamine may be turned away by patients or remain misunderstood.
This is not a criticism of those who manage the front lines. It is merely a recognition of the difficult task at hand when it comes to taking calls, screening patients, doing prior authorizations, rescheduling, and everything else in between. It is high time we looked at how we approach these most critical touchpoints and recognize their power not just as an organic marketing point but also as a community awareness-building process.
The front desk is more than just a greeter
Your front desk staff is the face of your clinic. They are the first voices and smiles a patient encounters. Your front desk team members hold the key to setting the environment welcomingly, and with supportive words from the first contact onward, giving patients the ease and comfort in choosing you as their provider of choice.
This initial contact is particularly important for TMS and Ketamine therapy. Most of the patients we see reach us as a last resort after struggling with their conditions like depression, PTSD, and chronic pain for years. Their contact with us takes an immense measure of courage; often, it carries great hope intertwined with immense skepticism. Your ability to voice empathy, understanding, and knowledge may change a momentary spark of interest into a more purposeful step toward healing.
Patient education is the best natural form of marketing
Education makes all the difference when it comes to treatments like TMS and Ketamine. These solutions are not yet mainstream and common to the masses, as they are specialized with their unique benefits and considerations. So, to be very direct, you could probably use your intake process as a great organic marketing tool. You can even call it a genuine form of organic marketing.
I'm not asking you to dive into neurotransmitter breakdowns and a lesson on neuroanatomy (an in-depth consultation can do that). I'm asking you to provide the macroscopic overview during that first contact to give someone the comfort they need in making an informed and confident decision.
Simply put, education in the intake process does not merely concern educating the patient about the procedure or checking their insurance coverage; education means making the patients understand how these treatments work, what makes them effective, and how they can change lives. This isn't selling a service; it's empowering patients through knowledge, which in turn builds trust and credibility for your practice. Once the patient feels informed and treasured, they will feel inclined to tell others about their care. Awareness will create a chain reaction.
Intake is more than just screening; it is a commitment to due diligence
One of the greatest misconceptions about intake is that it merely serves to screen patients for both diagnosis and insurance coverage. Although this is true, it is merely a small slice of the pie. Proper intake for TMS and Ketamine therapy requires a sufficient amount of due diligence. Asking someone to invest thousands of dollars and significant time while potentially changing how they feel and think isn't something that's decided on with just a phone call. The measure every clinic, practice, and staff member should set is that of what you would expect if you were a patient.
I say this all the time. Ask yourself, what would you want to know? What concerns would you have? With that said, someone who's depressed or anxious may not see the same logic you do. So we have to be that conviction. Consider that every patient is unique, so you never know who can benefit from these treatments. In order to enable that discovery, you must practice active listening, skillful questioning, and full transparency. It is not merely about checking boxes; it's about peeling back the layers of each patient's history to find a way to truly help them—in ways that they did not even know were possible.
Let the first impression last
Your clinic might provide amazing care and generate great outcomes, yet if that first impression should falter, a patient may never know the life-altering benefits your treatments may have had in store for them. This is why you should invest time and energy in best practices for intake and front desks.
Remember, the first impression isn’t just the beginning of the patient’s journey, it’s the foundation of your clinic’s reputation. Let’s ensure it’s a strong one.
At MyKohi, we help clinics implement best practices and coach team members on intake training. Reach out to us to learn more about our intake training and best practices coaching!
