Communication script for common patient updates

Clear, concise updates are one of the fastest ways to reduce message volume, prevent confusion, and improve patient experience. This script gives you a predictable structure you can use for routine check‑ins, follow‑ups, and care transitions — with high‑value communication strategies that save time and strengthen rapport.

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When to use this script

• responding to non‑urgent portal messages

• summarizing lab or imaging results

• closing a message thread with clarity

• providing updates between visits

• redirecting a long message into a focused plan

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High‑value communication principles

These micro‑skills make your updates clearer, faster, and more effective:

1. Lead with the “one‑sentence answer”

• Patients read the first line most closely.

• Give the key update immediately — it reduces anxiety and prevents follow‑up questions.

2. Use “one next step” instead of multiple options

• Patients feel overwhelmed by choices.

• One clear next step reduces decision fatigue and unnecessary messaging.

3. Set expectations explicitly

• Most follow‑up messages happen because patients don’t know what to expect next.

• A single sentence can prevent multiple messages.

4. Use “if/then” language to reduce ambiguity

• “If X happens, do Y.”

• This gives patients a sense of control and reduces uncertainty.

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Script structure

• 1. Acknowledge the question or concern

  “Thanks for your message…”
  or
  “I appreciate the update you shared…”

• 2. Provide the key update in one sentence

  “Based on what you described…”
  “Your results show…”
  “Your symptoms are consistent with…”

• 3. Offer the next step

  “The next step is…”
  “We’ll plan to…”
  “I recommend scheduling…”

• 4. Set expectations for follow‑up

  “If things stay the same…”
  “If anything worsens…”
  “I’ll follow up by…”

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Full example 
&
time-saving variations

• Full example

  “Thanks for your message. Based on what you shared, your symptoms are consistent with what we discussed at your last visit. The next step is to continue the current plan and monitor for any changes. If things stay the same, we’ll review this at your next appointment. If anything worsens, please send me a brief update or call the clinic so we can adjust sooner.”

• For lab or imaging results

  “Your results look stable and don’t require any changes today. The next step is to continue your current plan. If new symptoms develop, send me a quick update; otherwise, we’ll review everything at your next visit.”

• For redirecting a long message

  “Thanks for the detailed update — I want to make sure we address this thoroughly. The next best step is a visit so we can review everything together. Please schedule a(n) ____ visit.”

• For closing a message thread

  “Everything you’ve described fits the plan we discussed. No further action is needed right now. If anything changes, send me a brief update; otherwise, we’ll reconnect at your next visit.”

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Next steps

Explore additional Quick Wins to support efficient communication, visit flow, and documentation.