Getting the Word Out to Patients…We Are Ready for You!
Written by ashleybentley | May 6, 2020 | News

DENTAL OFFICES STARTING TO OPEN AGAIN (Now What?) Part 2
Getting the Word Out to Patients…We Are Ready for You!
May 6, 2020 | News
By Rae Senger
This is the second in a series on reviewing your processes for re-opening.
COVID CUSTOMER SERVICE: Provide exemplary communication!
Patients will want to hear from you.
As you triage your patients’ needs, it will be evident that you will need to prioritize certain patients’ appointments. Be honest and transparent about how you are building your schedule, so your patients understand the reasoning behind your available times. This will further emphasize your commitment to patients’ safety and wellbeing. You want to ensure that each patient feels important and helping them understand your current plan for seeing patients will help them feel valued even if they won’t be seen immediately. It is key to be proactive in this communication, so you continue to grow the relationship and loyalty of your patients. Do not make them wait to hear from you because you are afraid of making a tough phone call.
Use this time to reach out to your patients to let them know what your office is doing to keep them safe.
Your post-COVID-19 patients will have heightened awareness of infection control and contamination. Consumers have spent the past few weeks bombarded with information on proper hand sanitation and the differences between and importance of wearing masks. Acknowledge this and let your patients know what you have done and how hard you have been working to ensure their safety. This is also great material for reaching new, prospective patients who are looking for a dental provider they can trust, so share it out on your website and social media too!
- If you have installed air purification and High-Volume Evacuation (HVE) device inform them.
- Let them know you have secured (or will be securing) necessary PPE.
- If you have gone paperless to protect them, let them know.
- Whatever, hyper-vigilant processes you have put into place for your patient’s safety, TAKE CREDIT!
Once you have your “opening day” plan in place for seeing patients, clearly communicate it. You want to be sure that your patients’ first experience back to your office is a positive one.
- Make sure that they are aware of your process for traffic flow and waiting room policies.
- Inform patients upfront whether they will be required to wait in the car and check in over their phones well ahead of time.
- Clearly communicate your plans for patients who need to be escorted into the office.
- If weather allows, and you want people to leave their coats and large bags in their vehicles, advise upfront.
- If you’ve added teammates to cover overflow or fill in for those not able to come back right away, let them know they are in good hands.
- If you will have new processes in place for handling financial arrangements, let them know what to expect.
Whatever steps you will be requesting and taking, OVER COMMUNICATE and always keep it positive. This can be done via appointment confirmations, videos posted on your website or in your patient portal, pre-appointment reminders, etc. (See the ADA Return to Work Toolkit for important guidelines you will want to include on your checklists. Link Below.)
Consider scripting information so that everyone in the office is sharing consistent messaging.
Do your best to make sure that the communications your patients receive from your office will accentuate their total experience with you and will portray the positive image that you want them to share with their friends and family.
Looking for more resources on how to build this plan?
Check out the Return to Work Toolkit for important guidelines you will want to include on your checklists.
Click Here to Access this free source provided by The ADA!
- Includes Welcome Back Reassurance Letter
- Pre-appointment Screening Process
- Reception area preparation and more …


Looking for how to create content for your newsletters, social media platforms, and more?
Complete Dental Staffing can help you with your bounce back plan.
Let us know how we can help.


Rae Senger
Placement Specialist
Office: 608.492.5752