Grand Rounds in Urology Contributing Editor Neil H. Baum, MD, Professor of Urology at Tulane Medical School, offers advice on improving clinic telephone protocols, which in turn can help generate new patients for a practice. He discusses the importance of telephone etiquette, as well as specific techniques that are important to do correctly. Dr. Baum urges consistency when answering the phone, and stresses the importance of giving top priority to new patients. He covers different ways to improve the new patient telephone experience, and emphasizes the importance of avoiding gaps in phone coverage during office hours. Overall, he urges practices to get rid of phone trees and highlights the importance of talking to a human. Dr Baum also offers some advice on how to handle after hours telephone calls that will help maintain a good patient experience.