What if my family needs support or accommodations during my hospital stay?

Underlying Concerns:

• The prospect may be worried about their family’s comfort and well-being while they’re undergoing treatment or recovering, especially if they expect a long or intensive hospital stay.
• They might need reassurance that the facility provides adequate amenities and emotional support to family members, helping them feel at ease during a stressful time.
• The prospect likely wants assurance that their loved ones will be well-supported, have a place to stay close by, and access to necessary facilities.
• They want to know that the hospital understands the importance of family involvement and has measures in place to make it easier for family members to be nearby and comfortable.

How to Tackle the Objection:

1. Acknowledge their family-focused concern: Show empathy by recognizing that the well-being of their family is just as important as their own during a hospital stay.
2. Highlight available family support services: Emphasize the specific support your facility provides to family members, such as accommodations, counseling services, or visitor amenities.
3. Explain flexible visiting hours and access options: Reassure them that your facility has family-friendly policies and facilities that make it easy for loved ones to visit and stay nearby.
4. Offer to provide a tour or additional information on family accommodations: Suggest showing them the family support areas or providing detailed information on your facility’s services for family members.

Sample Script (Detailed and Simple Language):

Prospect: "What if my family needs support or accommodations during my hospital stay?"

You: "That’s a great question, [Prospect’s Name]. We know that having family nearby can make a huge difference in your comfort and recovery, and we’re committed to supporting both you and your loved ones throughout your stay."

• "Our facility offers a range of family-friendly services to make their experience as smooth and comfortable as possible. For instance, we have [mention any on-site accommodations like family lounges, nearby partner hotels with discounted rates, or comfortable waiting areas] where family members can rest and spend time."

• "Additionally, we provide emotional support services for families, including counseling and social workers who can assist with any concerns or questions they might have. Our staff is here to make sure both you and your loved ones feel supported throughout your stay."

• "We also have flexible visiting hours to make it easier for family members to be present when it matters most. If it would help, I can provide more details on our accommodations and support services, or arrange a tour so you can see the facilities firsthand. Would that give you more peace of mind?"

Probing Questions to Engage the Prospect:

• "Are there specific accommodations or support services that are important for your family during your stay? We can focus on how our facility meets those needs."
• "Have you or your family had challenges in previous experiences at other facilities? I’d be happy to explain how we prioritize family comfort here."
• "Would seeing our family support areas and accommodations help you feel more confident about choosing our facility?"

Call to Action:

Offer to provide more information on family accommodations and support services or arrange a tour of the facilities to help the prospect feel reassured about their family’s comfort and support.

Example:
"Let’s go over our family support services and accommodations in more detail, so you can see how we ensure both you and your loved ones are comfortable during your stay. I’d also be happy to arrange a tour if that would be helpful. Does that sound good?"

Key Points to Emphasize:

1. Family-Friendly Amenities: Highlight any on-site accommodations, lounges, or nearby lodging options that are available for family members to ensure their comfort.

2. Emotional and Practical Support Services: Mention additional support services such as counseling, social workers, and family support staff to assist loved ones through the process.

3. Flexible Visiting Policies: Reassure them that your facility has flexible visiting hours and encourages family involvement, making it easy for loved ones to be present as needed.

4. Transparency and Accessibility: Offer to provide a tour or detailed information about your family accommodations, showing your commitment to transparency and patient-centered care.