Embrace the Digital Communication Shift

Why More Practices Are Moving Away from Phones and Towards Text & Email

Phone calls used to be the gold standard for patient communication, and call conversion was essential for dental practices to bring in new patients. But now, according to recent surveys by SMS Comparison:

• 97 percent of American adults own a mobile phone (86 percent of them are smartphones)
• 50 percent of customers prefer to be contacted by businesses via text messages
• 90 percent of customers prefer receiving text messages over direct phone calls

This major shift, driven by a growing preference for texting and email over phone calls, is particularly pronounced among younger generations. As dental practice owners and managers, it’s essential to adapt to these changes to enhance patient satisfaction and improve overall practice efficiency.

Anxiety & Communication Preference

One significant factor that contributes to this shift is the rise in dental anxiety. Some patients find phone calls to be intimidating and uncomfortable. Phone calls also tend to take up a lot of the patient’s time, or can arrive when they are unable to answer or during inopportune moments. This has led to a stronger shift in preference for less direct forms of communication like text or email. 

Adapting to New Communication Trends

To keep up with your patients, dental practices must integrate modern communication tools into their patient engagement strategies. Here are some key steps to consider:

1. Implement Text Messaging Services: Providing patients with the option to communicate via text can significantly enhance their comfort level (and they can respond when they are free to do so). This can be used for appointment reminders, follow-ups, and general inquiries.
2. Use Email Communication: Email remains a powerful tool for detailed communications, treatment plans, and sending educational content to patients. Make sure your emails are personalized and relevant to maintain engagement. 
3. Adopt Online Scheduling Systems: Offering online scheduling can reduce the need for phone calls, allowing patients to book appointments at their convenience. This not only improves patient satisfaction but also streamlines the administrative workflow.
4. Leverage Social Media and Chatbots: Engaging with patients on social media platforms and utilizing chatbots on your website can provide instant responses to common queries, further enhancing the patient experience.

Embracing digital communication isn’t just optional for dental practices – it’s a necessity. By prioritizing patient preferences and leveraging modern communication tools, you can create a more comfortable and efficient experience for your patients. At Productive Dentist Academy, our coaching for dentists is designed to support you in this journey, ensuring that your practice not only adapts but thrives in the digital age. 

For more insights and guidance on improving your dental practice, explore our business coaching for dentists and dental practice coaching services. Together, we can help you achieve the practice of your dreams and live the life you want to lead.