How to Train Front Desk Teams for a Trauma-Sensitive Intake Process

Introduction To Trauma Sensitive Phone Intake

For many patients, their first real experience with your clinic isn’t a treatment room - it’s the person who answers the phone.

That intake moment can either build trust or create hesitation. And while providers are trained in clinical care, front desk teams are often left without the tools to handle conversations that require just as much compassion.

This guide will help you turn those early touchpoints into a foundation for safer, more connected care.

Why Intake Is Part of the Healing Process

Patients who seek ketamine therapy are often carrying anxiety, trauma, or deep uncertainty. A rushed or overly clinical intake can unintentionally increase that discomfort.

But a warm, informed, and grounded intake conversation? That builds confidence, reduces drop-off, and supports better outcomes.

This isn’t just about logistics. It’s an extension of care.

Trauma-Sensitive Intake Principles

1. Speak with Safety and Clarity

• Walk patients through what they can expect next.
  
  
• Use simple, calm language without jargon.
  
  
• Avoid rushing or stacking questions.
  
  

2. Empower Their Choices

• Offer clear options when scheduling.
  
  
• Make space for questions without judgment.
  
  
• Let them know they can bring a support person.
  
  

3. Lead with Empathy, Not Efficiency

• Give pauses in conversation to allow patients to process.
  
  
• Reflect their emotions: “It makes sense this feels big.”
  
  
• Focus on making them feel seen, not just scheduled.
  
  

Front Desk Training That Makes a Difference

• Running a practice can be challenging for ketamine providers and their staff. Remind staff to pause before answering the phone, take a deep breath, and be present for the person on the other end of the call.
• Practice real-world scenarios, especially around nerves, medication fears, or repeat trauma.
  
  
• Provide calming language examples:
  
  • “It’s completely normal to have questions - we’re here to help.”
  • "Take your time, we can go through this step by step, at a pace that is comfortable for you."
    
    

• Create a reference guide that includes key next steps, contact points, and supportive phrases.
  
  

What Happens When Intake Improves

• Better retention: Patients are more likely to complete sessions.
  
  
• More aligned care: Intake helps patients self-select the right fit.
  
  
• Stronger reviews: First impressions lead the narrative.
  
  
• Deeper trust: Which supports long-term healing.
  
  

Next Steps

Treat intake as part of the patient journey, not just a task.

If your listing on The Ketamine Channel is live but not yet verified, take this opportunity to show patients what makes your care feel different.This is your opportunity to let your clinic shine. Verify Your Ketamine Clinic Directory Listing

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