Change

I will begin this article with a statement:

'When conditions change, you must change your strategy, and mind; that's not indecisiveness, that's pragmatism,' said Nelson Mandela.

It is rather naïve to assume that our future intake of patients will behave in exactly the same mode as those we met before the pandemic. We are now having to adjust to a very different society than before. Many of your future clients will be plagued by anxieties and concerns that we did not experience on such a level before. There is a widespread fear of infection, an element of suspicion over new treatments and a general atmosphere of uncertainty. Social distancing is becoming ingrained in our everyday life and as a result, more people are conscious about their health and subsequently concerned about safety and hygiene. These new realities need a shift towards new solutions that will help address these new-age issues and I have summarized them in seven essential tips:

1. Embrace in electronic tools

Engage in the use of technology that can fulfill your daily tasks with higher health and safety standards whilst maintaining your customer loyalty. Some examples are:

• Employing software that will allow people to book online appointments.

• Offering new patients the option to have their medical documents sent to them beforehand, through email, so that they can fill them remotely, then send them back to you electronically to minimise waiting time and physical contact.

· Arranging via your receptionist for a 10-minute virtual meeting with your client prior to their visit. This will boost the element of trust shown by your client by establishing a bond before their treatment. They may discuss their dental issue and concerns and you can in turnassure that they will get the treatment they need. The rest of the procedures will continue at the clinic but by that point, your client will have received so much encouragement, you will have mastered your quality of service!

2. Safety from head to toe!

Yes, we are now living in a world where patients are more germ-conscious than ever before. Therefore you should continue taking the protective measures you were taking in your dental procedures during the Covid-19 era!

It is also advisable to start providing them with protective shoe shields. These actions will enhance the feeling of being protected on their behalf and that you are very cautious regarding their health.

3. Adjust your schedule to avoid a crowded clinic.

You must show that you are professional and that you are doing everything in your power to create a safe and secure environment at your practice! You must operate your practice like a choreography instructor and manage your team so that clients are not subjected to a waiting period. Clients will appreciate your efforts to minimize the contact between strangers. Therefore, take the time to create a streamlined system, to record the arrival times and gather full contact details so that everyone’s safety is guaranteed.

4. Focus on people’s feelings

We are witnessing new generations that are naturally unable to display large amounts of empathy. Therefore your clinic must be a haven for people to feel valued, respected and appreciated. Show understanding over what people are going through. Economic projections are indicating that many people will face the socio-economic stresses of unemployment, poverty and uncertainty.

Therefore, it is essential as professionals to guide your patients with a comprehensive treatment plan. By creating a template that you can adjust to each patient, you can outline the priorities of their dental situation so that they in turn, can decide on the course they wish to take for their wellness. By mapping out their treatment in written form, you can present the milestones of the therapy but also include the all-important clause that the plan you have drafted is based on recent findings and is only applicable for the next three months. This allows you to then emphasise word for word that their dental problems will likely worsen over time if left untreated.

5. Communication is Key

Yes, some of you may be worried about the likely reduction of the number of cosmetic cases you can capitalize on in the near future.

And granted, some people, for a certain period of time, will not allocate the budget for cosmetic changes. But note this! Patients will only shift their mindset and include treatments in their budget if they fully understand is the potential health benefits that are intertwined with their dental care.

Therefore, it is firmly in your interest to start communicating the link between one’s immune system and their dental health.

For example, if you are a laser dentist, this is the time to highlight the benefits of laser treatments for your patient's health to your patients through communication strategies and promotional campaigns.

Think not from the position of the dentist, but try to enter the mind of your patient:

Wouldn't you want to be informed of the health benefits surrounding the procedures provided at a given clinic?

6. Take time for Tech

The more digitally-focused your clinic is, the more it will thrive! Why?

Patients on the whole have a preference for fewer visits, in order to minimize exposure to possible infection. So, systems such as cad/cam, intra-oral scanners, intra-oral cameras will be additional assets for a clinic, and help you differentiate your brand as a whole!

7. Be a constant source of information

You should be a cheerleader shouting from the rooftop all of the new processes your clinic provides, so that patients are informed and inspired. Maintain and update your database so that you can send targeted newsletters to your patients. Invest in creating and posting short, catchy videos of you and your staff. Use social media to your advantage to consolidate the identity and ethos of your clinic. Remember that in the grand scheme of things, the pandemic and the surrounding crisis will at some point become a thing of the past. However in order to embark on new life chapters, we must adapt our methods and shift our thinking. So take ownership of the situation and set new rules that will deliver results for you. By embracing change, only then can things work in your favour. And this is not a wish, but a fact!