OPTOMETRY-PRACTICE-MANAGEMENT5 MIN READ
Introduce the Recall Script Without Triggering Resistance
Use ADKAR-based replies to address staff resistance to a new recall script.
Kim K Front desk coordinator A Awareness D Desire Ability The resistance 20 sec Recall calls Kim says the new recall script sounds salesy and refuses to use it as written. The manager needs adoption, not forced compliance. 31 overdue glaucoma recall patients 3 days pilot window before wider rollout The model
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