Building strong relationships with patients requires thoughtful and consistent communication, preferably reaching them on their preferred channels. Whether you send a quick text message reminder, a detailed email with appointment information, or an eye-catching postcard announcing a special offer, each message plays a key role in building patient loyalty and satisfaction.
The Power of Personalized Communication
Patients appreciate personalized interactions that cater to their specific needs and preferences. This requires dental practices to adopt a multi-channel approach, utilizing a variety of tools to reach patients how they prefer.
Text messaging, for instance, offers a convenient and immediate way to connect on the go. Sending appointment reminders, confirmations, and follow-up messages via text can significantly improve appointment adherence and reduce no-shows, (SMS received a 45% response rate over email’s 8%). Emails, on the other hand, provide an ideal platform for sharing detailed information, educational content, and practice updates. Postcards, while less frequent, can be a delightful surprise and a creative way to announce special promotions, new services, or upcoming appointment reminders.
Crafting Compelling Messages
Regardless of the chosen channel, all patient communication should be crafted with care and attention to detail. Here are some key elements of successful messaging:
- Clear and concise: Avoid using jargon or technical terms. Remember, patients come from diverse backgrounds and may not understand specific medical language. Keep your messages simple and easy to understand.
- Action-oriented: Each message should have a clear purpose and a desired outcome. Encourage patients to take action, whether it’s scheduling an appointment, visiting your website, or learning more about a specific service.
- Personalized: Use the patient’s name and tailor your message to their individual needs and preferences. This personalization demonstrates your genuine care and concern for their well-being.
- Professional and friendly: Maintain a professional tone while still remaining warm and approachable. Patients should feel comfortable contacting you with any questions or concerns.
- Visually appealing: For email and postcard communication, use high-quality images and graphics that are visually appealing and relevant to your message. This will enhance the overall engagement and impact of your communication.
Optimizing Communication Cadence
It’s important to find the right balance between informing and overwhelming or annoying patients. Sending too many messages can be disruptive and lead to unsubscribes or ignored messages. On the other hand, infrequent communication can leave patients feeling disconnected and uninformed. Consider your target audience and their preferences. Some patients may prefer to receive frequent updates, while others may prefer less communication. Use patient surveys and feedback forms to assess preferences and adjust your communication strategy accordingly.
Next Steps
To help you master the art of patient communication across all channels, the following sections will provide detailed best practices and template examples for text messages, emails, and postcards. By following these guidelines and tailoring them to your practice’s unique needs, you can build stronger relationships with your patients and ensure a positive and engaging patient experience.
Text Best Practices:
- Keep messages short and to the point, preferably under 160 characters.
- Use clear and direct language, avoiding jargon and technical terms.
- Address the patient by name whenever possible.
- Tailor the message to their specific situation.
- Include a clear call to action, encouraging them to take the next step.
- Use action verbs and avoid passive voice.
- Send messages during business hours, avoiding early mornings or late evenings.
- Respect patient preferences for communication frequency.
- Maintain a professional and friendly tone.
- Avoid using all caps or excessive emojis.
- Take advantage of automated appointment reminder software to make sure they’re sent on time.
Text Message Examples
New Patient Welcome:
- Hi [Patient Name], welcome to the [Dental Practice Name] family! We’re thrilled to have you. Reply to schedule your first appointment and let’s get started on your healthy smile journey!
Friend/Family Referral:
- Hi [Patient Name], thanks for referring [Friend’s Name]! We truly appreciate your trust. As a thank you, enjoy a $50 bonus on your next visit!
Initial Check-up Reminder Text:
- Hi [Patient Name], just a friendly reminder about your upcoming checkup on [Date] at [Time]! ⏰ We’re looking forward to seeing you and ensuring your smile stays healthy!
Initial Check-up Overdue:
- Hi [Patient Name], we noticed you missed your appointment. We understand things can happen. Please reschedule your checkup, and we’ll see you soon!
Holiday Greeting:
- Warm wishes from the team at [Practice Name]! May your holidays be filled with joy, laughter, and delicious treats! But don’t forget to brush and floss afterward!
Retainer Check-up Reminder:
- Hi [Patient Name], it’s time for your next retainer check-up! ️ Call us to schedule your appointment and ensure your beautiful smile stays aligned!
Missed Orthodontic Appointment:
- Hi [Patient Name], we noticed you missed your orthodontic appointment. Don’t worry! Reschedule at [Phone Number] to keep your progress on track!
General Appointment Reminder:
- Hi [Patient Name], friendly reminder about your appointment on [Date] at [Time]! ⏰ We’re looking forward to seeing you and keeping your smile healthy!
Appointment Confirmation:
- Hi [Patient Name], your appointment with [Hygienist Name] is confirmed for [Date] at [Time]! ️ We’re excited to see you then!
Outstanding Payment Reminder:
- Hi [Patient Name], this is a friendly reminder about your outstanding payment of $[Amount]. Please pay online or call us at [Phone Number] at your convenience.
Review Request:
- Hi [Patient Name], how was your visit to [Practice Name]? ✨ Your feedback helps us improve! Please give us a review on Google. We’d love to hear from you!
- NOTE: (include a link to your practice’s preferred review site)
Special Offer:
- Hi [Patient Name], enjoy a special treat! Get [Offer Details] until [Date]. Call us to learn more and start smiling brighter! ✨
Email Best Practices:
We’ve shared dental appointment reminder emails previously. Now, we’re sharing a much broader range of email templates that you can use for your practice’s patient communication.
- Clear and concise subject line: Accurately reflect the email content and grab attention.
- Professional and friendly tone: Avoid excessive formality or informality.
- Segmented email list: Target specific groups with relevant information.
- Structured content: Use headings, bullet points, and short paragraphs for readability.
- A strong call to action: Encourage the recipient to take the next step.
- Proofread carefully: Avoid typos and grammatical errors.
- Mobile-friendly design: Ensure proper display on all devices.
Email Examples:
New Patient Welcome:
Subject: Welcome to the [Practice Name] Family!
Body: Dear [Patient Name],
Welcome to [Practice Name]! We’re thrilled to have you join our dental family and excited to help you achieve your oral health goals.
This email includes some helpful information to get you started:
- Meet our team: [Link to website]
- Schedule your first appointment: [Link to booking page]
- Dental insurance: [Information about accepted insurance plans]
- Patient resources: [Link to FAQs and other resources]
We’re here to answer any questions you may have. Please don’t hesitate to contact us at [Phone Number] or reply to this email.
We look forward to seeing you soon!
Sincerely,
The Team at [Practice Name]
Friend/Family Referral:
Subject: Thank You for Your Referral!
Body: Dear [Patient Name],
Thank you for referring your friend [Friend’s Name] to [Practice Name]! We truly appreciate your trust.
As a token of our appreciation, we’d like to offer you a $50 bonus on your next visit. Simply mention this email at your next appointment to redeem.
We’re confident [Friend’s Name] will be happy with the care they receive at our practice. We strive to provide a welcoming and comfortable environment while delivering exceptional dental care.
Thank you again for your referral. Our office staff values your relationship!
Sincerely,
The Team at [Practice Name]
Initial Check-up Reminder:
Subject: Upcoming Dental Appointment Reminder
Body: Dear [Patient Name],
This is a reminder about your upcoming dental examination and cleaning scheduled for [Day], [Date] at [Time] at [Practice Name].
We look forward to seeing you then!
Appointment Information:
- Date: [Date]
- Time: [Time]
- Location: [Practice Name]
- Address: [Practice Address]
Please call our office at [Phone Number] if you need to confirm or reschedule your appointment.
See you soon!
Sincerely,
The Team at [Practice Name]
Missed Check-up / Checkup Overdue:
Subject: Missed Appointment Reminder: Dental Exam and Cleaning
Body: Dear [Patient Name],
We noticed you missed your recent appointment for a dental examination and cleaning at [Practice Name]. We understand that things come up, but it’s important to maintain your oral health.
We encourage you to reschedule your appointment as soon as possible. Your next available appointment is on [Day], [Date] at [Time].
Please call our office at [Phone Number], or visit our website at [website URL] to confirm or reschedule.
We look forward to seeing you soon and improving your oral hygiene.
Sincerely,
The Team at [Practice Name]
Holiday Greeting:
Subject: Happy Holidays from [Practice Name]!
Body: Dear [Patient Name],
From the team at [Practice Name], we wish you a warm and joyous holiday season!
May your holidays be filled with laughter, love, and delicious treats. But remember to brush and floss after those treats!
We look forward to serving you again in the new year.
Sincerely,
The Team at [Practice Name]
Retainer Check-up Reminder:
Subject: Retainer Check-up Reminder
Body: Dear [Patient Name],
This is a reminder that your next retainer check-up at [Practice Name] is due soon. We recommend scheduling your appointment to ensure the continued success of your treatment.
Please call our office at [Phone Number] to schedule your appointment.
We look forward to seeing you soon!
Sincerely,
The Team at [Practice Name]
Missed Orthodontic Appointment:
Subject: Missed Orthodontic Appointment Reminder
Body: Dear [Patient Name],
We noticed you missed your recent orthodontic appointment at [Practice Name]. We understand that things come up, but it’s important to maintain your treatment schedule.
Please get in touch with us to reschedule your appointment as soon as possible. We have an opening on [Day], [Date] at [Time].
You can call us at [Phone Number] or reply to this email to reschedule.
We’re dedicated to helping you achieve your orthodontic goals. Please don’t hesitate to contact us if you have any questions.
Sincerely,
The Team at [Practice Name]
General Appointment Reminder:
Subject: Appointment Reminder: [Practice Name]
Body: Dear [Patient Name],
This is a friendly reminder about your upcoming appointment at [Practice Name] on [Day], [Date] at [Time].
We look forward to seeing you then!
Appointment Information:
- Date: [Date]
- Time: [Time]
- Location: [Practice Name]
- Address: [Practice Address]
Please call our dental office at [Phone Number] if you need to confirm or reschedule your appointment.
See you soon!
Sincerely,
The Team at [Practice Name]
Appointment Confirmation:
Subject: Appointment Confirmation: [Practice Name]
Body: Dear [Patient Name],
This is a confirmation of your appointment with [Hygienist Name] at [Practice Name] for your dental cleaning and examination.
Appointment Information:
- Date: [Appointment Date]
- Time: [Time]
- Location: [Practice Name]
- Address: [Practice Address]
- Hygienist: [Hygienist Name]
We look forward to seeing you then!
Please call our office at [Phone Number] if you need to reschedule.
Sincerely,
The Team at [Practice Name]
Outstanding Payment Reminder:
Subject: Payment Reminder: [Practice Name]
Body: Dear [Patient Name],
This is a reminder that your payment of $[Amount] for your recent appointment at [Practice Name] is still outstanding.
Please submit your payment online at [Payment Link] or call our office at [Phone Number] to discuss payment options.
We appreciate your prompt attention to this matter.
Sincerely,
The Team at [Practice Name]
Review Request:
Subject: Share Your Feedback: [Practice Name]
Body: Dear [Patient Name],
We hope you enjoyed your recent visit to [Practice Name]! We are always striving to improve our services and your feedback is valuable to us.
Would you take a moment to share your thoughts on your experience by leaving us a review on [Review Platform]?
We appreciate your feedback!
Sincerely,
The Team at [Practice Name]
Special Offer (General):
Subject: Special Offer from [Practice Name]!
Body: Dear [Patient Name],
Enjoy this special offer from [Practice Name]! Get [Offer Details] when you book your appointment by [Date].
Call us at [Phone Number] or visit our website at [Website Address] to learn more.
Don’t miss out on this exclusive offer!
Sincerely,
The Team at [Practice Name]
Postcard Best Practices:
Visuals:
- High-quality images and graphics that are visually appealing and relevant to your message.
- Simple and uncluttered design with ample white space.
- Consistent branding with your practice logo and colors.
Message:
- A clear and concise headline that grabs attention.
- Short and to the point, focusing on the essential information.
- Benefits-oriented, highlighting what patients can gain from your practice.
- A strong call to action, encouraging the recipient to take the next step.
Technical:
- Standard postcard size (4″ x 6″) or slightly larger for maximum impact.
- High-quality printing on thick cardstock.
- A clear and legible font that is easy to read, even from a distance.
- Accurate and complete contact information, including address, phone number, and website.
- Targeted mailing list to reach potential patients in your area.
Postcard Examples:
New Patient Welcome:
- Title: Welcome to [Practice Name]!
- Image: A warm and welcoming photo of the practice exterior or team.
- Body: “We’re thrilled to have you join our dental family! Enjoy a $50 bonus on your first visit. Schedule your appointment today: [Phone Number] or visit [Website Address].”
Friend/Family Referral:
- Title: Thanks for Your Referral!
- Image: A smiling patient with a radiant smile.
- Body: “We appreciate you recommending [Practice Name]! As a thank you, receive a $50 credit towards your next appointment. Mention this card at your appointment to redeem.”
Initial Check-up Reminder:
- Title: Don’t Forget Your Appointment!
- Image: A close-up of a healthy and clean smile.
- Body: “Your dental check-up and cleaning is scheduled for [Date] at [Time]. See you soon! [Practice Name]: [Phone Number].”
Initial Check-up Overdue:
- Title: We Missed You!
- Image: A friendly reminder icon.
- Body: “Your recent check-up is overdue. Schedule your appointment today for a healthy smile! [Practice Name]: [Phone Number].”
Holiday Greeting:
- Title: Happy Holidays from [Practice Name]!
- Image: A festive image with snowflakes and holiday decorations.
- Body: “Wishing you a joyous holiday season and a healthy New Year! From your dental team at [Practice Name].”
Retainer Check-up Reminder:
- Title: Keep Your Smile Straight!
- Image: A person smiling with retainers in their mouth.
- Body: “Your next retainer check-up is due soon! Schedule your appointment today to ensure your smile stays aligned: [Practice Name]: [Phone Number].”
Missed Orthodontic Appointment:
- Title: Get Back on Track!
- Image: A friendly reminder icon with braces.
- Body: “We noticed you missed your orthodontic appointment. We have an opening on [Date] at [Time]. Call us to reschedule: [Practice Name]: [Phone Number].”
General Appointment Reminder:
- Title: See You Soon!
- Image: A calendar icon with your practice’s exterior or logo
- Body: “Your appointment is scheduled for [Date] at Appointment Time]. We look forward to seeing you! [Practice Name]: [Phone Number].”
Appointment Confirmation:
- Title: Your Appointment is Confirmed!
- Image: A checkmark icon with the words “Confirmed” and your practice’s logo
- Body: “This confirms your appointment with [Hygienist Name] on [Date] at [Time]. We look forward to seeing you! [Practice Name]: [Phone Number].”
Outstanding Payment Reminder:
- Title: Friendly Reminder!
- Image: A piece of stationary with “Amount Overdue” stamped onto it.
- Body: “A payment of $[Amount] is outstanding for your recent visit. Please submit payment online or call us to discuss options: [Website Address] or [Phone Number].”
Review Request:
- Title: Share Your Feedback!
- Image: Stars representing a rating below your logo.
- Body: “We value your opinion! Please leave a review about your experience at [Review Platform]: [Website Address].”
Special Offer:
- Title: Limited-Time Offer!
- Image: A person smiling with a bright white smile.
- Body: “Get a free teeth whitening with your next cleaning! Offer valid until [Date]. Call us to schedule: [Practice Name]: [Phone Number].”
