Although clinics and patients may appear to have a simple transaction-based relationship where a service is provided in exchange for payment, the reality is much more complex. From the initial appointment request to the final check-up, they remain in contact over a long period, with responsibilities on both sides. In this journey that we can call the “patient journey,” Medicasimple clinic management software supports both patients and dental clinics to ensure a seamless and effective experience.
When a patient first discovers your clinic, everything they learn about you will shape their entire future experience. Therefore, you should present yourself in the best possible light across digital channels and other mediums and invest in all areas where you can communicate with patients.
Effectively utilising the following channels, including your online reputation, will help your clinic attract patients’ attention:
After learning about your clinic in some way, patients may contact you via phone, send messages to your social media profiles, or submit an online appointment request. Through the Medicasimple clinic management system, patients can also submit appointment requests. To prevent confusion within the clinic, patients can only select appointment times when the doctor(s) are available. This eliminates problems like double-booking the same time slot or failing to make cancelled appointment slots available to other patients.
Authorised personnel can then manage the online appointment platform via the Medicasimple app on their phone or computer. They can approve appointment requests and send confirmation messages to patients through SMS integration or contact them directly by phone to inform them.
Patients may forget their appointments amid their daily routines. Appointment cancellations or no-shows are the last things a clinic wants. To prevent this and ensure a productive process for both parties, clinics can call patients before their appointments or send an automated reminder SMS to patients - ideally 24 hours in advance.
When a patient arrives at the clinic, dental clinics must obtain their consent under the Personal Data Protection Law (KVKK). With Medicasimple, you can obtain your patients' KVKK consent via SMS. In addition to KVKK, you can also digitally obtain consent forms for the procedures to be performed on patients. If your patients do not use mobile phones for various reasons, you can print the necessary forms and have them signed manually.
The Medicasimple application includes an updated form prepared by the legal team for dental clinics. Clinics can make adjustments to the form as needed, except for the legally required sections. Additionally, if there are any uncertainties, you can consult the Medicasimple legal team for advice.
During the appointment, patients may naturally feel anxious and stressed. A warm welcome, a brief chat, and informing them of the waiting time (if any) will help put the patient at ease. During this process, you can also provide your patients with information about dental health.
After taking a dental x-ray, you can access the x-ray record via the Medicasimple app on your phone or computer and provide the patient with information about their oral health. You can discuss the importance and necessity of the planned treatments. If the patient wants more detailed information, you can show them examples of dental treatments through Medicasimple’s treatment videos. Relevant pricing information is also shared, and the next steps are determined based on the patient’s decision. If the patient requests any additional procedures, they should specify them. It’s crucial to ensure that there are no health issues or allergies that could interfere with the planned procedures.
It is essential to note that if a patient does not approve the treatment, the secretarial and coordination teams must filter and set aside the patient information recorded for analysis. This allows the clinic to self-assess, evaluate shortcomings or mistakes, and attempt to regain the patient. This process, known as lost patient analysis, is as critical as acquiring new patients.
Given that some procedures can be completed in one session while others may take years, tracking patients during their treatment is vital for patient satisfaction. Patient follow-up can be divided into two categories:
The duration of treatment varies from patient to patient, but for treatments that take more than one session, it’s essential to provide patients with information about how to take care of their oral health during the process. Regular follow-up calls can make the patient feel valued, increase their trust in your clinic, and encourage them to recommend you to others. This word-of-mouth marketing can significantly boost the number of people who hear about your clinic’s quality and choose your services.
Patient follow-up does not end when a patient’s treatment is completed. Through the Medicasimple application, you can assign tasks to responsible staff members, and they can make scheduled calls to patients on specified days. Without the need for pen and paper, you can categorise your patients however you like. You can filter these patients through a single interface and make them feel valued by sending automated SMS messages on special occasions like their birthdays. This gesture will elevate patient-clinic interaction and strengthen patient loyalty.
In this article, we discussed clinic-patient interaction, the patient journey and how it unfolds, the channels through which you can reach your patients, what to do before and after appointments, the importance of KVKK, and patient follow-up. If you would like to learn more about dental clinics' obligations under KVKK, click here to read our article.
If you have any questions, please feel free to contact us at partner@medicasimple.com or by phone at +90 212 281 69 64. The Medicasimple team is always happy to assist you.
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