In today’s new environment, how you interact with patients is changing. Be ready for the new normal by implementing a virtual check-in and check-out process.
Designed to keep your patient relationships strong, the following steps will allow you to proactively address safety concerns, decrease time patients spend in the waiting room, and limit staff and patient exposure.
STEP 1: Implement a paperless forms solution.
Show patients you’re committed to their safety by providing paperless forms to complete prior to their appointment. As an added benefit, paperless forms increase staff efficiency.
Many forms solutions will write back to the practice management software, meaning less data entry. Even if the forms don’t write back, being able to enter data into the PMS prior to the appointment means patients spend less time in the waiting room.
If you already have paperless forms, skip to step 2. If you’re looking for a paperless forms solution:
- Contact your practice management software company. Many have forms integration already and this may be easy to implement and cost-effective.
- Check with your existing patient communications software company. Both Legwork and Lighthouse, for example, have robust forms solutions. If you are a customer of either vendor, you may already have access to this service.
- If you do not have access to forms through your PMS or patient communications software, look for a new provider. The best way to streamline costs and implement a successful paperless forms solution is to ensure you’re not paying for duplicate services. If you already use a patient communications software, you may be paying for services twice (I.e., reminders and two-way texting). Carefully evaluate the two services to reduce overlap.
- Make sure to review the options available for both new patient forms and existing patient forms.
STEP 2: Contact your credit card merchant for online payment options.
- Patients paying at the counter means a greater risk of germ exposure and transmission – from countertops to credit card machines to pens. By offering online payment options, your patients can pay from their own devices – anytime, anywhere.
- Contact your current credit card company for availability. Depending on your provider, this service may already be included in your current plan or be available at a nominal cost.
- If you’re looking for a better solution, ELITE Credit Card Service (ECCS) offers payment processing over any device. ELITE members save an average of 30% on processing fees by using ECCS.
- You can also use online payment merchants such as Square or PayPal. If you go this route, make sure you have good processes in place for logging payments in your PMS and/or accounting software.
- Your practice management software may also have a patient portal that enables online payments. This requires patients to create a user account, which may not be as convenient as other options.
- Ask your credit card merchant for a link to include in automated messages and a code to embed on your website (discussed more in depth in steps 3 and 4).
STEP 3: Update your website.
Make a big impact by telling your website visitors about the virtual process. Existing and potential patients will appreciate that you take their safety seriously, and this sets you apart from the competition.
- Obtain the links or code from your paperless forms provider and online payment company.
- Work with your webmaster to add these links or codes to your homepage and/or create landing pages.
- Add content to your site about the virtual process. This doesn’t have to be an extensive amount of copy – just a simple statement listed on your homepage.
- If you do want to go more in depth, consider updating existing pages (I.e. What to Expect, Your First Visit, etc.), or create a new landing page. If you have a marketing company, they can provide copywriting assistance.
- Keep in mind there may be charges from your marketing company or webmaster, so ask for a quote to ensure there are no surprise expenses.
STEP 4: Streamline your appointment reminders schedule and have two-way texting in place.
Reach out to your patient communications software company and review the automated messages you are currently sending. You’ll want to add messaging that includes:
- A link to health history forms
- How to check in virtually
- Online payment options
- Questions for patients about health concerns and exposure risks.
Your reminders company can help you fine-tune the messaging, schedule and delivery methods. If you don’t use two-way texting, add this for a convenient virtual check-in for patient arrival.
STEP 5: Communicate the changes to your patients.
This is a great time to reach out to patients. Proactively addressing these changes keeps you top-of-mind and may alleviate any safety concerns they may have. Consider the following:
- Send a letter or email to all patients
- If you have specific info on your website, send a blast text message with a link to the web page
- Post a sign with the virtual check-in process on your door and in the office
- Implement a phone call campaign
STEP 6: Start your new virtual process!
Now that you’ve taken all the steps for a virtual process, be sure your team is aware of the changes. You’re ready to get started!
Questions? Give us a call at 877-354-8381 or email info@elitedentalalliance.com
