More and more frequently, patients are communicating with practices via email. Just as verbal skills are important, so too is the ability to communicate via email in a warm, friendly, welcoming manner that sets your practice apart.
A speedy response is, of course, fundamentally important. Thank the patient for making the connection, let them know how you will meet their needs, give them a point person to connect with in the practice and let them know that you welcome hearing back from them.
The administration team will familiarize themselves with the verbiage
Either laminate copies for the administration team or place the document on the desktop for them to pull from
Let the team now that you expect them to use it as a guideline for all correspondence and want them to add examples over time.
Following are some basic examples. Feel free to add to the list as you need to.
“Do you accept my insurance?”
Thank you so much for contacting our office! We gladly accept all private care insurance plans (plans that do not require you to select a dentist from a list or require our office to accept a reduced fee for service). This means that we work with literally hundreds of companies. Once we have the details of your insurance, we will be happy to verify your coverage and estimate your portion. Please remember that it is only an estimate. Please give us a call and we’ll get you scheduled.
“How much do you charge for a filling (or other services)?”
Thank you so much for contacting our office! As with many dental services, it can be difficult to give an exact amount without seeing you first. There are many variables such as where the tooth is located in the mouth, how deep and large the cavity is and whether you need a silver or white filling. If you’d like us to take a look at that tooth specifically, we’ll be happy to do just that and give you an estimate. We will have to take an x-ray to determine the extent of the decay. Please give us a call and we’ll get you scheduled.
“Do you have evening/Saturday appointments?”
Thank you so much for contacting our office! While we do not have evening/Saturday appointments, we work very hard to find the time that works best for your schedule.
“ Good day, I have an infection/toothache in upper right rear of my mouth
and I would like to get that looked at. I am also wanting to look at a
longer term solution to a better looking mouth as my teeth are certainly
far from perfect.”
Thank you so much for contacting our office! Since you have a toothache, we’ll want to take care of that as soon as possible. Once we’ve got that under control, we’ll do a thorough exam, take some x-rays and let you know what we can do to restore your mouth. Please give us a call and we’ll get you scheduled as soon as we can. My name is