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The Brush Up

    Talking to Patients About Returning to Care

    As dental offices across Massachusetts begin re-opening and accepting patients again, dental professionals are working hard to implement new procedures to ensure that care is provided in the safest way possible for patients and their colleagues. This is especially important since dentists, dental assistants and hygienists are among the professions with the highest risk(1) for exposure to COVID-19.
     

    Data from across the nation suggest that patients are getting more comfortable and are returning to care. The American Dental Association Health Policy Institute reported that dentists are seeing their patient volume at about 71% of pre-COVID Levels, as of July 13.

    But despite those results, recent studies suggest that nearly 30% of patients have health concerns that could prevent them from getting dental treatments(2).

    This means it is critical that patients understand how, and why, their dental experience may look and feel a lot different than what they were used to they need a bit of assurance that it is safe to visit the dentist. Proactive communication with patients before and after the dental visit can go a long way toward ensuring a safe, smooth and comfortable experience for everyone.

    So, as Massachusetts dental offices continue to reopen and move toward providing a full range of care, patients will need to understand how, and why, their dental experience may look and feel a lot different than what they were used to. Proactive communication with patients before and after the dental visit can go a long way toward ensuring a safe, smooth and comfortable experience for everyone.
     

    Here are some tips to keep in mind as you begin reconnecting with your patients.

    • Clearly explain any new procedures and protocols when patients book the appointment. Help them understand what they can expect from you, as well as what is expected of them.

    • Send frequent email updates to your patients including both those who have booked appointments, as well as those who may have missed previously scheduled care. Let them know how your practice is handling reopening and the importance of taking care of their oral health right now.

    • Use social media to share information and demonstrate how your office is incorporating social distancing and other safety guidance. If you have them, include patient comments on the new experience.

    • Share information from the ADA, CDC, or Massachusetts public health authorities on your website, email and social media, to help explain to patients some of the changes they will see and to reassure them that you are following all the latest guidelines.
     

    To help you get started, here are a couple of resources you can use:

    • Delta Dental Fact Sheet: What to Expect at the Dentist which was shared with members.

    • ADA Resources: The Patient Communication Resources Center offers customizable communications to share with patients as you welcome them back.

    • Webinar: Join a webinar on communication strategies and tools that will address patient concerns about returning to dental care settings during COVID-19 and beyond the pandemic, hosted by the DentaQuest Partnership on Oral Health Advancement on August 6th.
     
    As we all work through this uncharted territory, the procedures, protocols and people’s comfort levels will continue to evolve. Communicating with your patients along the way can help build positive long-term relationships and make everyone feel safe in returning to oral health care.





    1  www.nytimes.com/interactive/2020/03/15/business/economy/coronavirus-worker-risk.html 
    2  https://www.ada.org/~/media/ADA/Science%20and%20Research/HPI/Files/HPI_COVID_Webinar_July_2020_2.pdf?la=en