Patient Communication Software Can Help During Challenging Times: Lighthouse 360
Communicating with your patients amid the global COVID-19 crisis is difficult. You want to be sensitive to your patient base, and the last thing you want to do is bombard them with “sales-y” messages. At the same time, you don’t want to fall out of touch with your patients. One day, your dental practice will be able to resume routine, non-emergency treatment, and patients will be able to resume making their check-up appointments. You want to make sure your practice remains on their radar.
For many practices, this is a pivotal moment in patient communication. Do you have the means to communicate with patients easily and in real-time? Can you easily send your patients updates about your office hours, availability, and general protocols? More importantly, can you send a timely message to let your patients know that you legitimately care about their health and well-being?
Even during normal operation, patient communication is a fine balance. This was a topic in the e-book “9 Dental Practice Don’ts (And What to Do Instead)” published recently by Lighthouse 360, a highly regarded patient communication software provider. While intended for a general audience before the COVID-19 crisis, the core patient communication principles are prevalent today.
Here are 3 of the 9 points from the e-book that especially stand out:
Don’t Treat Patient Communications Like an Afterthought
Lighthouse 360, which specializes in dentistry, cautions against a one-size-fits-all approach to patient communication software platforms that don’t have tools specific to your needs. The software should work like another member of your team.
Normally, this software would help prevent holes in your schedule, eliminate phone time, provide front desk checklists, and boost your bottom line. In the last two years alone, Lighthouse 360 has added new features like Fill-In, which automatically finds and fills last-minute cancellations, and Patient FastTrack, which lets new patients register right on their smartphones. According to a survey of Lighthouse 360 customers, the software saves the average front desk team 16 hours per week. Of course, these are not normal circumstances, and practices are taking business operations on a day-by-day basis.
Right now, it’s especially important that practices use communication options that fit the way your patients want to hear from you. Tailoring communications to their needs shows patients their convenience is a priority, according to Lighthouse 360, but during this crisis, it can also show them their health and well-being is your biggest concern. This is why practices should look for software that can handle all methods of communication, including email and text messaging.
Don’t Think Automation Means Losing the Personal Touch
Being able to “set it and forget it” is a big appeal for patient communication software. A good solution has tons of features that run automatically, helping to free your team from tedious manual work. Just be careful when circumstances change. For example, setting-and-forgetting a message about a tooth whitening special would be perceived as “tone deaf” at present time, and can especially backfire on social media.
Robust software should make it easier for you to interact with patients in real-time and strengthen those important relationships. The right platform is also adaptable. For example, two-way texting functionality is a powerful and convenient way to have conversations with patients and address their questions/concerns in real time.
Don’t Pit Your Front Desk Staff against Your Technology
The recommended practice of social distancing is affecting workplaces across the country. It is also making teams more reliant on technologies than ever before. Normally, when a dentist invests in new technology to automate front desk tasks, some team members may feel undervalued or fear they’re seen as replaceable. The truth is that great technology should amplify the powers of a great team.
If part or all of your office team members are currently working from home, consider engaging them in vetting new technology, like patient communication software, and including them in the decision-making process. Encourage the team to take product demos, and ask for their feedback.
When business returns to normal, the automation of repetitive tasks, such as treatment plans and appointment confirmations and reminders, will free up your staff for the countless other tasks that need their attention and require the human touch, like dealing with insurance and interacting with patients.
In the meantime, don’t be afraid to try something new that can help your practice remain proactive and productive during these challenging times.
If you have bandwidth to try new patient communication software, consider Lighthouse 360.
Learn more and request a demo at www.lh360.com.