As those of you who know us here at Mosaic are aware, we LOVE technology. We’re always excited to learn about software updates and new hardware and software available to our clients. There is however a point where all our dependence on technology may be damaging our relationship with our patients and referring doctors. It’s time to consider a happy balance between use of technology and plain old fashioned communication.
Let’s first look at confirming appointments. There’s no doubt that automated confirmation calls make life easier and free up staff to get more important projects completed. The question is however, is the automated call always the best way to go? While I think we’re all in agreement that an automated call is great to confirm routine cleanings and minor procedures, maybe we should think twice about their use to confirm first appointments with the office and long procedures. First appointments are our chance to “wow” the patient and we don’t get much “wow” factor from a mechanical voice. Let’s use that confirmation call to let the patients know we’re looking forward to meeting them and we care about their experience in our office. As for the longer procedures, a personal call can serve both us and the patient. The patient has an opportunity to ask any questions that may be worrying them, and by confirming personally, we make it just a bit more difficult to cancel the appointment. It’s easy to “push button 3 to cancel,” but not so easy to tell someone personally that you’re about to waste 2 hours of the doctor’s time.
Also in our rush to stay off the phone and on the computer, many offices are neglecting care calls and personal calls to referring doctors to follow up on patients. Both of these things add a bit more time to the doctor and staff day, but make a very big impression on patients and referring doctors.
Finally, let me express how cold and impersonal the automated birthday greeting feels to a patient. If we really can’t spare a few minutes to send out a personal greeting signed by all the staff, let’s just forget it altogether. Happy Birthday “to whom it may concern” is an obligation, not a greeting and no patient wants to feel like an obligation.
Let’s consider using our technology wisely, without losing sight of the personal connection that keeps patients coming back to our office. We can be both modern and caring…..they’re not mutually exclusive.
Now regarding the free stuff:
- Be sure you can be found on Google without having to actually type in your web address. Get over to Google business and Google maps and get your office located and claimed. You can fill in a great deal of information about the practice as well.
- Don’t neglect Yelp and DR. Oogle. These are both great sites to get new patients both with information and patient reviews.
- Create a Facebook page for the practice…..and update it regularly. Even if the office doesn’t have daily news flashes, use tidbits of dental information or fun “contest” questions to keep your page fresh. Also, be sure to have a link to your Facebook page on the website.
There are plenty of more expensive ways to optimize your web searches that you may want to consider at some point…..but be sure not to pass up the “freebies” while you’re waiting.
