The DPC Patient Communication Playbook

Your patients should not get a different answer depending on who picks up the phone.

The DPC Patient Communication Playbook is a 169-page interactive training and reference guide built for the people communicating with your patients every day, including front desk staff, VAs, patient coordinators, admin teams, office managers, practice directors, and other non-clinical team members.

Inside, you’ll find real-world scripts and guidance for the questions prospective and current members actually ask, including:

• What is DPC?

• Do you take insurance?

• Can I schedule an appointment?

• What does membership include?

• What happens after I enroll?

• Do you see children?

• Can you treat my condition?

• Do you prescribe controlled medications?

• I need a refill. What do I do?

• Why hasn’t my provider reviewed my labs?

• Why was I charged?

• How do I cancel?

• When should a question be escalated to the clinical team?

• And MANY more.

For major questions, your team gets quick answers, conversational answers, and deeper explanations depending on the tone and needs of the conversation, plus guidance on what not to promise, when to escalate, practice-specific script variations, and possible next questions with clickable jump links.

This is not a one-size-fits-all script pack. DPC practices operate differently, so the playbook includes multiple response options and customizable language for different membership structures, workflows, access models, pediatric policies, medication policies, billing structures, and more.

Use it for onboarding new staff, VA training, team meetings, ongoing reference, or simply to identify the questions your practice still needs to create a clear answer for.

The goal is simple: help every person communicating with your patients feel more confident, give more consistent answers, and know when something needs to be handed off.