Weave’s Complete Toolkit for Patient Communication
Create a smarter and more efficient dental team with Weave’s automated patient communication tools designed to streamline the patient experience
Technology has certainly come a long way in the dental practice. I remember the days where my husband would bring a 
piece of paper home with a list of phone numbers so that he could follow up with extraction, implant, or surgery patients that night. Now, he opens the Weave app on his smartphone and pulls up the day’s treatment schedule to call patients and see how they’re doing.
Customizing Everything
I love that Weave allows us to customize all of our patient messaging. There’s even a built-in feature that will immediately text a patient back if their call goes unanswered, depending on whether their call is missed during or after business hours. So, if I’m taking payment from a patient or scheduling an appointment, Weave can send a text message to the caller saying, “I apologize, I’m with another patient, but how can I help you?” Then, they can respond and let me know what they were calling about.
Everyone has become wary of those automated text messages that have 5 numbers and a dash. Because Weave messaging ties to our main office phone number, we immediately saw an increase in patients who would correspond back with us. It was dramatically different.
“I love that Weave allows us to customize all of our patient messaging.”
- JoAn Majors, RDA, CSP, CVP
Automation that Breeds Safety
The ongoing coronavirus pandemic has forced the front desk team to reevaluate patient interactions. In addition to curbside check-in and electronic wellness forms, Weave offers a text to pay feature. So, let’s say a patient is in the chair finishing up treatment and they don’t want me to touch their credit card. I can text them a link with the balance and they can take care of it right then and there. After settling an insurance claim, I can immediately send patients a text message that says, “Your insurance paid and there’s a small balance, have you seen your EOB? Would you like me to send you a link so you can take care of it this way?” So, I don’t have to wait until the end of the month to generate a statement, and then wait a month after that to receive payment.
A Smarter Dental Team
I always joke that when we hire young people in the office, they immediately think the Weave software is so cool, yet they struggle to put a call on hold. But all joking aside, Weave makes us smarter. It’s never fun to ask a patient, “What are you here for?” It gives the impression that no one in the office is talking to each other. Weave keeps everyone on the same page. Before a team member even answers an incoming call, they know if they’ll be speaking with a patient of record, if that patient has a balance, or if there are family members who need to schedule treatment. It’s all right there in front of them and there’s no digging through records or screens to try and figure it out.
My motto is: “How are we going to make it really easy for the patient to keep their appointment, and not cancel? How are we going to make it really easy for them to pay us today, and not say, 'Oh, I forgot my wallet?’” Weave answers all of these questions...and then some.
