Lockdown 2.0 Sucks!
1) Jon’s Wrap Up
Hello Drs,
How are you all progressing?
Victoria as you know is right in the thick of this ‘mess’. I truly hope that those of you anywhere else in Australia are moving along at a much more positive pace.
This has been the most difficult time in my 45 year career. What makes it the most challenging clinical period is that the direction for action is clouded by the confusing and conflicting communication coming from ADAVic. Previously this professional body has been on the front foot and right up to date with clear & concise information but right now that is not the case.
Each Sunday for the past 4 weeks I have planned a new direction for my team for the week ahead but because of consistently changing regulations from the government & staff shortages I have never actually presented one of these plans.
Talk about a ‘moving carpet’.
However, as a leader we must present a positive outlook, be honest and keep up team morale even when we are getting 100 cancellations per week.
Yes, it is very tough to be a leader right now, but it is essential that we remain positive and in control.
2) Your Leadership Role
- Be positive, be honest that you don’t have all of the answers and that change is a constant for everyone so all we can do as a team is our best, together.
- Take the time to listen to your teams concerns and acknowledge these issues, fears & insecurities. They are real.
- Answer honestly and don’t make up what you think they want to hear for the sake of answering their questions.
- Reinforce that in the dental clinic it is as safe as it can be anywhere. If we all follow the protocols, every little step then we will keep both ourselves safe & our patients.
- Triage constantly and never let this slip.
- Meet up with your team daily to review and replan.
- Leaders need to recognise that the health & wellbeing of their team & patients is critical to them.
3) Patient Communication Plan
We are working tirelessly to either speak with or text every patient in the clinic.
The primary goal for this contact is as a PR exercise so that all patients know we are open, thinking of them & that if they have any questions the practice is here for them.
When we speak with our patients’ they have been very positive about the call so please don’t be scared to just say hello.
It is surprising how many patients actually want to book an appointment in the next few weeks which is an added bonus from this contact.
Every call or contact with our patients is creating momentum for when we return to the ‘new normal’ state of life.
You will have, as I have many team members with free time who can assist with this phoning.
Most importantly, take this time to re establish communication with long standing patient relationships.
The direct patient contact now will build communication links and momentum for your next re start.
4) Phone & Text Scripts for Patient Communication
Phone Script For Calling Patients With An Appointment in the next 2 weeks
Hello,
This is (insert your name) from (insert your practice name)
How are you coping with right now?
We are calling to let you know that we are open & can still see you for your appointment on
(insert day & time of scheduled appt)
The current additional precautions that we have in place to keep you safe are:
- Taking your temperature as you enter
- Hand sanitizer as you enter
- Frequent hygiene wipe down of all surfaces
- Management of everyone coming in or out of the practice
- All staff are also wearing PPE & following strict COVID19 requirements
- You will leave the practice with a mask to wear home
How do you feel about coming in?
Wait for the patient to answer
Then if they say ok, keep my appt say – “we look forward to seeing you very soon”
Complete triage questions & note on patient file that this was done during this call.
If they feel uncomfortable about coming in then ask them when they would like to be contacted again.
Mention that if they need any dental care we will be here for you.
Phone Script For calling recalls & outstanding treatment
Hello,
This is (insert your name) from (insert your practice name)
How are you doing right now?
We are calling to check in with you & see if you would like to take the opportunity to come in while you have time or to see if there is anything that we can help you with.
We are open & here to provide whatever dental care you need right now.
Our Drs are also available to chat with you if needed at any time.
How do you feel about coming in?
Wait for the patient to answer
If the patient doesn’t want to come in – say
Not a problem at all, we completely understand.
Would you like to make an appt in a couple of months?
If the patient says I will call you – say
Of course, that is fine, how about we call you in a couple of months when life has hopefully returned to a new normal again
If there is an opportunity to chat with the patient please let them know the following:
The current additional precautions that we have in place to keep you safe are:
- Taking your temperature as you enter
- Hand sanitizer as you enter
- Frequent hygiene wipe down of all surfaces
- Management of everyone coming in or out of the practice
- All staff are also wearing PPE & following strict COVID19 requirements
- You will leave the practice with a mask to wear home
We can text or email your appt so that you have this on your phone in case police stop you on the way to the practice.
Always end the call by saying – stay safe & know that we are here if you need us.
Text to Check In With Patients
Hello (insert patient name)
This is (insert your name) from (insert your practice name)
Just checking in to see if you are ok in these challenging times.
We are here for you if you need any dental care or if you have any questions.
Please take care.
Kind Regards
(insert practice name)
Please keep looking after yourselves and each other.
We are here to help and support you.
Kind Regards
Erica and Jon