Modernizing Your Dental Practice: Pre-Appointment Tech Essentials
Hey, everyone. This is Justin and Jon, J&J . We are excited today for our 1st episode where we will talk about the inability for dental practices to stay current with technology. And today, there are actually a few topics that we are going to address. 1, how do patient find you?
Jon Rat:Where do they need to go? What you need to have, for your patient to find you? Number 2, how does they book appointments and how it has evolved over the years? The time of calling the practice, emailing is over. Number 3, how do you get your patient to, complete their new patient form, when they are new patient for your practice or their consent form when they come back?
Jon Rat:And 4, how do you remind them that they have an appointment coming up? So it's a quite an exciting topic that Justin and I are excited about. Justin, you wanna kick start with how do they find you?
Justin Clements:Yeah. I love this 1. So the like, it's it kinda it's funny. Right? Like, the first thing is usually a website.
Justin Clements:Right? Most people are gonna hit their phone, type dentist near me. It's gonna pull up the Google Map pack, and it's gonna spit out whoever's ranking the best. Right? Or whoever's paid the most money and got lucky to be at the top.
Justin Clements:So it it's it's kind of comical that I think John and I have both stumbled across practices that simply don't have a website. So I think step 1, like, have a damn website. It's 2024. I personally know that if I'm looking for any sort of provider, in the health care field, The first thing I'm doing usually is, like, let's just say dentist near me. And I'm scrolling, and I'm looking at how many stars they have, and then I click their site because I wanna see what their practice looks like.
Justin Clements:Honestly, I wanna see if their practice is updated. And and so when I go in, I'm like, okay. Do they have the website? Yes or no? You know, that is obviously, or maybe not so obviously, a critical part of owning a dental practice these days is actually having the damn website.
Justin Clements:And and so, you know, I'll kick it over to John, like, any any thoughts because, like, I know you deal with quite often. Like, seeing a lot of people come through without websites, but they have dental practices.
Jon Rat:Yeah. I mean, this is the first 1. Like, if you're a new dental startup, 1 of your first step, even before opening, have your website already. If you're an existing website and you don't have a website, you should rush right now. Getting a website is not that expensive.
Jon Rat:And now what Justin and I are saying is that you don't need a fancy website that looks like crazy beauty food and so on, but you need actually an, an Internet presence. You need your website. Now you can find companies specializing in dental websites, but you can find pretty much any developer. Nowadays, you have tools, again, like WordPress, Webflow, I mean, where many developers, on Fiverr and other platform can actually build those website for you. You can get inspired by some other dentist near you and and what they do, but you need a website.
Jon Rat:You need to show clearly how does the practice look, like any photo or, like, the the team member. Obviously, you as a dentist and any associate or hygienist. Make sure that your profile is is there. Patients, as you know, when they come to your door, it's all about, like, the connection you are creating with them and the trust. Well, that trust actually starts from the website.
Jon Rat:When they read about you, they read your bio, your profile, they someone want to know you. And so if you don't have a website today, it's extremely important to have 1. If you have 1 that was built 10 years ago, might also be time to go and update that website. The older the photo, the more damage it will do. Like, if your website look like again, it was done 10 years ago, you might actually push away.
Jon Rat:And in some cases, it could be better to have no website than a very outdated website. What do you think, Justin?
Justin Clements:Yeah. No. I think it's true. Like, when I I'm just thinking back to, like, providers I've looked through recently as I've been trying to find ones on my end. And, just some of the content, that's in there, not in there.
Justin Clements:Right? Old photos, like, that are super just they're grainy. They're not high resolution. You know, that poses a problem. I like to see the building in the inside of the practice, honestly.
Justin Clements:Like, do you keep it clean even for the photo shoot? What does it look like? Am I gonna feel claustrophobic in the practice? You know, things like that. And and the other 1 that's, like, that's big for the people that do have websites and they have, like, videography, I think that's great.
Justin Clements:Just, like, please make the videography, like, relevant. Like, I don't want a video of the dentist in somebody's mouth. I don't wanna see the instruments. I don't wanna see blood. Not that a lot of places have that, but I've certainly seen them.
Justin Clements:Like, it's like, hey. Look at, you know, look at me pull this tooth, or look at me do a filling. And, it's not appetizing. And, you know, another thing I look for is, like, I was talking to a dentist the other day, and I'm like, do we just take our team off of our website because, like, it's all it's high turnover, and I can't keep up with it? Absolutely not.
Justin Clements:Don't take the team off. That's my opinion. Like, leave the team on. People connect with people, and I wanna see and know who I am potentially going to be connecting with. Even if that person's not there, like, I don't I don't give a shit.
Justin Clements:Like, just keep them on the website to at least have some some faces of people because, again, gonna connect with other people. You're not gonna connect entirely with a font or, or, an image. And, you know, again, not to get too long winded with this, but, like, avoid stock photos as much as possible. Like, I do think they have a time and place, where you have a bunch of personal content and stock photos. But I don't know how many websites I go to where it's the same woman or the same guy, like, smiling with the big pearly whites.
Justin Clements:It's like, how many dentists have worked on this person before? It's almost like going to a website and seeing, like, a little chat now button, and it's the same lady's headshot. And you're like, oh, I'm gonna be chatting with her again. She works at, like, 25 100 different companies. That's great.
Justin Clements:So I think personalization is key, in having that that piece of it, at least for me, is important. Maybe that's because I'm a millennial. You know? Who knows? But the point is is, like, millennials, Gen zers, like, they're starting to take over.
Justin Clements:Right? Like, the, I it's calm the more tenured folks are are dying, honestly.
Jon Rat:And I I will say, actually, I I like your comment about no blood. People are already scared of going to the dentist. Let's be honest. I mean, that's my opinion as well. It's great to have a beautiful dental practice, but nobody will say, I have 30 minutes of spare time.
Jon Rat:I'm going to my dentist. I'm gonna have fun. And so try not to scare them off with some bloody picture. What could be good as well is sometime before and after. People wanna see the quality of your work.
Jon Rat:And so any before and after can have a high impact. Again, different depending on the type of, dentistry you do, but you can actually nowadays have, like, some sliders or, like, before and after type of pictures, which can motivate actually some patients to, like, this is the dentist I wanna go to. And we have been emphasizing website, by the way. But 1 more and and Justin, you're starting to be more present in some of the social media, but website is 1. What about Facebook?
Jon Rat:Your Facebook page, Instagram, TikTok, like, any other platform that you recommend that that is used?
Justin Clements:No. It's a good question. It's funny because I think a lot of people that work in marketing agencies are kinda like, who are these 2 buffoons talking about? You don't need some fancy website, and you don't. But, like, we're giving you the patience perspective.
Justin Clements:Okay? So, so okay. So let's talk about, like, social media. I do think it's important. You know, I I think the the concept at first was, like, just have something up, and then I I think what's very relatable now is the type of content.
Justin Clements:And so, long story short, like, I'm looking for a, a cardiologist, functional, medicine, but also cardiologist right now. And, I'm exploring a procedure that I know nothing about, and the first thing I did or I aside from putting it into Google is I threw it into Instagram, and I threw it into TikTok to see, the word of the trending, like, the hashtags, who are the people behind it. And what I stumbled on, a bunch of doctors that are you know, they're claiming to be experts. I listen to them, so they must be experts, and they're on social media, so they must be pros. But it was actually really informative, to have these short form videos explaining, you know, different types of procedures, how does a visit in their practice look.
Justin Clements:And so when I think social media, I'm not thinking, like, happy Halloween post on Instagram or happy Easter. No. Like, no. That stuff is is cheesy. Like, I'm thinking photographs of the team.
Justin Clements:Did you have, did you take the team out for drinks or some something that humanizes the practice dentist, they're not just handpieces, and machines, that they are real people. If you can see the family, you know, you don't have to get super personable, but, you know, me as a dad and as a family person, right, can can very much so recognize with another dad, another family, and so you connect. And so I think when excuse me. When it comes to social, having the the short form video that's relatable, being out, and just honestly, just hit it. Keep hitting it.
Justin Clements:You're gonna think you're recording absolute shit, but it's going to resonate with somebody. And I literally, just the other day, found a functional neurologist online and, on Instagram, tons of great content. I just sent him a message and said, hey. Listen. Your guys' content's great.
Justin Clements:Keep it up. And then I had a dentist I was working with who was posting videos about how the implant procedure is done. And because of that video, the pay or not the patient, the wife found the video, showed the husband. Husband came in, 2 full arches, $46, 000 in revenue, left a Google review that said, I found this doctor's video on Instagram, and that's what made us come in. K?
Justin Clements:You're talking about a 30 second video. Just got that dude 46 k. So it's very important, if you wanna stay with the times. And, yeah, I mean, that's that's my take on on the social media piece of it. But we gotta hear from mister mister Medar himself.
Justin Clements:I mean, what what does he think?
Jon Rat:I mean, you know, it's funny because, yes, I used to work at Facebook, and yet, I'm not the person that used for media the most. Actually, I will call myself for your care more than a a poster, but I agree with you. I mean, the other day, I think there's doctor Vicente, I actually I talked with. And I went on his Instagram, and he has some before and after that are amazing, like, amazing. And so I put myself, if I'm a patient, and I'm actually looking to do a redo of my teeth, my smile, I mean, this is the type of dentist I wanna go to.
Jon Rat:Now 1 thing that I wanna call out is, you said it's actually Justin. It's not easy to actually put yourself on camera. No. And so we wanna make sure that well, if you're not comfortable yourself, maybe some of your team member might. And so, again, look in the practice who can be the right person.
Jon Rat:Could be your assistant, could be your hygienist, could be an associate, could be a family member that can help you. So, again, I wanna make sure that you don't feel pressured to be on social media. But, again, if you are trying to grow your business, if you have some specialty that you do, that could be 1 channel of acquisition. And as we get, like, younger and younger people now, TikTok is another channel where, again, like Justin said, sometimes it might not be everyone that will become a new patient. But if you find 1 patient that ends up being, like, 2 arches, like you said, 40 k, Well, that ROI would probably cost you way more if you had to do some kind of further, like, marketing, to to attract that patient.
Justin Clements:Yeah. No. For sure.
Jon Rat:Justin, we talk a lot about, like, how do people find you? Now the next step, how do they book an appointment? Let's talk about that.
Justin Clements:Let's talk about that. Alright. Let's talk about the worst new patient experience ever, in my opinion, is if they have a website and they've got a form on the website that says, submit for an appointment request, that goes to a noncompliant@comcast.netemailaccount, that is not HIPAA compliant, and that never gets checked. The front desk doesn't even know the damn username and password for it. So, like, you never get a callback.
Justin Clements:Right? Okay. Some could argue that there may be a place for a form like that in a higher end practice where it's really well, like, sought after. But that that form, it drives me crazy. Like, I don't wanna fill out a form and wait for somebody to call me.
Justin Clements:Like, that's not happening. That's not how people want to book appointments anymore. And, you know, a lot of the times, I I don't even want to necessarily call an office to book because especially in, like, this work from home phase, we're all we're all at home. We're kinda multitasking where we're at. We're actually on-site.
Justin Clements:We're working. We don't have time to pick up the phone, but and make a call. But we do have time in between to send a text message or to click a few buttons and book an appointment, something that's more accessible. And I think, John, you have some some really good statistics on what it looks like for folks to be able to book online versus, excuse me, versus, like, over the phone?
Jon Rat:Yeah. I mean, first and foremost, we have to look at I I love data, and I know you do too. I mean, data is extremely important in everything we do. Extremely important actually at ArcGio on how we build features. But if you look at the data, 70% of patients will actually book an appointment online, after hours.
Jon Rat:And it's often very late, actually, in the evening. I have looked at some data where you will get patients that actually will book an appointment online at 11 PM, midnight, 1 AM. Why? Because that's when they actually have the time. Weekends are also very important.
Jon Rat:So 70% of patient will book after hours on the in the evening or during the weekend when the practice is closed. Which means if you don't have a way for patient to book online, you are missing an opportunity. Those patient that are looking for a dentist might go to the next dentist just because they could not book with you. So the first 1 is, again, the ability to to book online. And like Justin said, the younger generation, they don't wanna call.
Jon Rat:They actually don't wanna talk to anyone. Even if they had the time during the day, they don't wanna pick up the phone. Realistically, try to call them. They probably won't even answer the phone. So now everything is done, offline.
Jon Rat:And so but offline means having an online way for patient to book is extremely important. The other part that you talk about is HIPAA compliance. I mean, you're absolutely right. How many times, like, it goes to an email with and sometimes I see some practices that ask for information that are actually PHI. And so if that email is not a HIPAA compliant, then that's already a breach.
Jon Rat:But and the the second thing that I hear often from different practices that don't have online scheduling is I don't wanna lose control over my schedule. I mean, that's 1 that I keep hearing over and over and over. And here, I'm not gonna promote Archie, but you have to look now there are many software that offer online scheduling. And you have to look at what are the option that they give you. I mean, nowadays, you're gonna select, like, new patient will go in 1 1 flow.
Jon Rat:Existing patient and other 1. You can even say new patient can only book a specific type of appointment only in specific days of time of the day, that you wanna allow them. And so that fear of losing control of your schedule I mean, it was true maybe, like, 3, 4 years ago or even, like, a couple of years ago when online scheduling was new. But now you have so many tools that still give you back control over your schedule. So you should not have that fear.
Jon Rat:But right now, I I think we can agree, Justin. If you don't have online scheduling, you are literally missing an opportunity to get new patients that you you will not get if you're at it.
Justin Clements:Absolutely. Yeah. I mean, it's super true. You know, if if you don't have the ability to do it, it's just you you're at a a huge disadvantage. And, you know, like like John mentioned, like, the excuse of, like, we don't wanna lose control of our schedule.
Justin Clements:Like, a lot of these tools, these platforms, they can help template it or put in custom slots. Whatever the case may be is, like, you have to get your providers comfortable with online scheduling. You have to figure out a way for it to work. Using the excuse now of, like, we don't wanna lose control, it's no longer acceptable if you wanna keep up when it comes to acquiring new patients. So yeah.
Justin Clements:Totally. It's it's super important.
Jon Rat:Well so now we we told you you need a website. You need online scheduling. By the way, if you have social media, again, Instagram, Facebook page, your your Google My Business, all of those actually allow you to add or even Yelp. Yelp, a company that I personally don't like, because the way they they treat small businesses. But all of those actually would allow you to even have your online booking link.
Jon Rat:So no matter where those patients go, they can actually book appointment online for you. So we talked about how patient find you, how can they book an appointment. Now let's talk about another topic that, I am passionate about. I know, Justin, you are as well, and I think you might have some paper on your hand to show. But how do your patients fill in those new patient form?
Jon Rat:And that 1 is actually an important 1 as well. Tell us more, Justin.
Justin Clements:Oh, boy. Okay. Let's start with, like, what okay. Hold on. I guess we'll start with, like, having the ability to have online forms, being input on online, is is super important.
Justin Clements:The days of printing off a PDF or even worse, a Word document, that's got, you know, whatever that that damn line is where they're trying to make the actual line after the word, like name or date. Right? And then you go type something in there, and it pushes the whole fucking document, you know, out out of formation. Drives me nuts. But, like, the days of downloading a PDF and and then writing on it and then sending it back, like, that's a terrible experience.
Justin Clements:You should absolutely have your forms online, you know, through like like John mentioned, there's tons of platforms. It doesn't necessarily have to be Archie, but there are so many platforms out there that can streamline this for you. And and and so so take a look at it because it is it's, you know, I I personally really dislike going into an office and then having to write on a physical form myself. I know I type faster than I write. I type more legibly than I write, right, obviously.
Justin Clements:And so, I'm probably doing everybody AAA good service by actually typing it. Right? And I think the timepiece is also pretty important as well because every minute that you save, is very critical when it comes to this whole process, whether it's the minutes on the phone that you don't have to spend, whether it's the minutes that the patient's sitting in your practice filling out a form. And and to take it even further with, like, data, I look at all the time, like, what are doctors and hygienists producing on a per hour basis? And so let's just say that I I scratch off an hour of a dentist time in in totality over, you know, 25 different tasks over the course of a day, and that doctor's producing, you know, a1000, $1100 an hour, Like, how do you how do you not have these tools?
Justin Clements:And so I think online forms is is super important, when we get to the part about length of forms and and what the hell is on the form. I have some examples of what not to do and what frustrates me. But, John, like, what what are your thoughts? Online forms, how they're being posted, the accessibility, all that stuff.
Jon Rat:I mean, I I would say it's a must to have online forms, nowadays for for a few reasons. 1, I'm not a hacker. But if I was, having me download your forms, potentially email you back. I mean, I analyze this. So many dentists will say, go to our website, or I will send you an email with our forms.
Jon Rat:Email us back. Well, this is a huge security risk. And even if you have a good IT company, I can tell you there are many ways to bypass. And, unfortunately, dental practices are now a big target for hackers. Well, if I send you a form and call it new patient forms, you never know if it's really a forms behind it, even though it says PDF.
Jon Rat:So that's number 1. Number 2, like you said, Justin, I think the the time saving. I see so many dentists who will tell a patient actually, it's not just dentist, by the way. Optometry, dermatologist, and so many medical, professional. We'll say it's like, come 10, 15 minute before your first appointment to fill in your forms.
Jon Rat:I mean, what kind of experience is that giving to the patients? So 1, now they can fit it in before their appointment. 2, like you said, I mean, I rarely write now. The the time I have to use my handwriting, nobody can read me. Actually, we always joke about dentists and doctors, I mean, by the handwriting, but nowadays, I think nobody write.
Jon Rat:And so the time that the patient actually has to fill in those forms manually, and then someone at the phone desk has to actually take those paper, try to read, try to read. That's the first part. I'm not even saying copy in the system, but we can actually estimate probably, about 5 minutes per appointment. Now if you see 12 patient a day, your phone staff lost an hour in that day, pretty much. And so if you add that up over a time period I mean, we talk a lot about, like, time saving in the practice, what can be done through technology.
Jon Rat:That's literally 1 of them where now, with digital forms, your staff can see, 1, where they filled in, 2, downloaded in the system so there is no more need to copy, And then the doctor can review those forms even before the appointment potentially. So, like, in the morning, many practices now do, like, Huddl. You could literally go through all the form that were done way before the appointment to plan for your day. So there is so many benefits of having online forms that if you don't have them today, you're actually just shooting yourself on the foot. You are trying to be more efficient, try to save time, but you are not implementing tools that are available to take that time back for yourself and your Totally.
Justin Clements:Yeah. And I think, you know, this is this is maybe calling out some of, like, the the different tech companies that are out there. I think what had happened from an office perspective is, you know, 2, 3 years ago when it came to online forms, what had to exist was a bridge from that platform to the PMS, and it still exists today. And I think where a lot of patient or not patients, a lot of offices got scared is they got this new technology and then this bridge, and so they were reliant upon another connection, and it wasn't always connecting easily. I mean, I've seen this just in doing, you know, over, like, 20 different integrations myself with practices that, like, it's not very seamless in every single platform.
Justin Clements:And so a lot of companies have changed now, and it's different, but a lot still exists, excuse me, where it's a hard it's a hard transition. And so looking at platforms that are the user interface is is simple, that it's well integrated. I think that that's important for a practice owner. Your front desk will appreciate you. And, you know, I think if you're a tech company, really pay attention to the user interface and the experience of both the dentist, the practice, and the patient, because both sides are equally important there.
Jon Rat:That's right. That's right. True products. And I would tell you actually a fun fact, Justine, on forms. When I started Archie, we actually worked with our council to come up with all the forms prefilled within Archie.
Jon Rat:New patient forms, consent forms. If I had to ask you, what do you think were the first feedback we are getting from all of the Archie customers after we go live? Oh, so everything was there? No. Actually, every dentist was, like, we have our own phone.
Jon Rat:They are there.
Justin Clements:Oh, god.
Jon Rat:And and here, if I have actually 1 advice and, actually, I don't see we have stuff. I mean, we have stamp made. Not that we can provide. But pay attention to the question you ask. There is actually a fine balance to to find between, the minimum questions and the maximum.
Jon Rat:There are information that are not relevant. I think you and I joked about this. Like, what was it? Like, asking what jobs you have within your company? I mean Oh.
Jon Rat:How is that relevant for your dental appointment?
Justin Clements:I mean, that that's gonna tell you how healthy my teeth are. I mean, like, just to, like, throw this out there, I did a little pre, and sorry for calling whoever this company is out, but, like, this is the new patient paperwork. This is just, like, the patient killing trees. But, like, the questions, like you mentioned. Right?
Justin Clements:Like, employer, like and okay. Some people are like, well, that helps me if I can't find your insurance. Like, no. Scratch the damn question. Employer address.
Justin Clements:How long have you been there? Who gives a shit? Like, you're a dentist office. It doesn't matter. You know, there's all sorts of questions, like 3 emergency contacts.
Justin Clements:I don't know how many emergency contacts you need. But the the questions really become an obstacle. I will tell you, doing a ton of integrations, the biggest complaint a patient has when they come in is how many questions there are to answer. And and also too, if you're gonna have physical copies, don't make a photocopy of a photocopy of a photocopy because that shit gets crooked, and it looks like a shitty fax machine just sent it to you. It's so terrible.
Justin Clements:So, like, the forms are important. And and another thing too, like because we were talking about, like, online forms and booking online. Like, this is another large DSO, actually, where I went to go do new patient information form. And it kept telling me the CAPTCHA that what I was typing in was incorrect, but it wasn't. So I tried 4 times, and this is step 1 of 12.
Justin Clements:If this is what step 1 experience is like, not going there. No. Thank you. So, again, like, these are just prime examples when I I googled dental forms, and it was, like, on the first page, and I'm just just pulling people's forms. So make the experience better, please.
Jon Rat:And and I always say it's funny because you brought that up with the on reCAPTCHA. That was valid few years back. Now with AI, it's proven that both are, like, somewhere the world who actually thinks that they are actually it's a bot doing it, kinda read CAPTCHA and reCAPTCHA. So you can get rid of them. They're irrelevant nowadays.
Jon Rat:Just my my 2ยข. So, Justin, we we talked again to recap. How do patient find you? I have a website, social presence. Make sure they can book appointment online.
Jon Rat:Once they have an appointment booked, have online form. I mean, it it is a must. We're in 2024 again. Having those forms online will save you time. Time is money.
Jon Rat:Every practice is short staffed right now. Almost everybody is hiring. But if you can save again an hour a day by not having your phone staff manually entering those patient form, If you add that up over a month, over a year, that's a lot of money that you're going to save. Now the last piece for the new patient experience, how do you remind your patient about their appointment? Do you still give, like, a paper card that you put on a fridge after that or that will be thrown away, as soon as the patient get home?
Jon Rat:No. So what what should you do, Justin?
Justin Clements:Yeah. Well, another 1, like, we could just send Western Unions. Maybe horse and buggy would work. It might be effective as long as you're doing this, like, 30 days prior to the appointment. But, yeah, the, the business cards are are you know, I used to let's see.
Justin Clements:9 years ago, I loved the business card with the backside of it being the appointment. And I will say, like, maybe that is effective for people that hoard shit on the refrigerator. I personally don't. If something gets put on my fridge, I don't like it, and I even have kids. Right?
Justin Clements:And I gotta tell them all of your random 800 things that you make me every day. Like, we we're not gonna put them on the fridge. But, you know, like, yeah, the the business cards are are definitely dated. The the phone calls are are getting to a a point to where where they're dated. I guess, like, the most recent example for me is my the salon I go to.
Justin Clements:He, he owns this building, very busy, but he only does phone call reminders, confirmations for all all of the how does it say patients, but clients. And, and it pisses me off because I am always in a meeting when they call because they're calling in the middle of the day, which is probably when a lot of practices are calling to be like, you, you don't have a hygiene appointment scheduled. Do you wanna come in? Like, no. They're at fucking work.
Justin Clements:Stop. But, like and I and I so it's funny. Like, I get my haircut by the owner, and I tell him, like, man, can you just, like, get an automated system? He's he's set on never having an automated system. And it just it baffles me because I'm like, your front desk, their your receptionist is calling all of these people, and, like, how much time is he or she wasting?
Justin Clements:And so, right, like, the automation of of appointment reminders, like, it's it's a no brainer. And, John, I'll let you, you know, talk more about about that piece.
Jon Rat:I mean, this is, again, for the reason we said earlier why online scheduling is important. People don't wanna be on the phone. Now are there any exception? Yes. The the the thing I hear often from people who are against, online reminders is like, oh, but our patient want to be called.
Jon Rat:No. Are there some exception? Yes. Your patient don't wanna be called in a high percentage. And so and and why?
Jon Rat:Because they are working during the day. Now, of course, you could keep, like, online, like, calling your patients, if, let's say, you have sent 2, 3 automated reminder and the patient didn't answer. Yes. That could be your last resort to call the patient and get a confirmation. But now if you see if you see 20, 30 patient a day, and you send automated appointment reminder, and let's say, 18 out of 20 patient confirm, now your phone staff would have to do 2 phone call instead of 20.
Jon Rat:And if you remember, I talked about saving time with your online phones. We set about 5 minutes per online phone. Now if you add, saving time for not having to call each patient. And, again, here, it's not a race, but if you were to tapping the phone number, waiting for someone to pick up, potentially getting a voice mail, leaving a voice mail, we are talking about 2 to 3 minutes per phone call. Now if, let's say, the patient pick up, what do you do?
Jon Rat:I just wanna confirm that you have an appointment. Guess what? That's a phone call. As soon as the patient will say yes, there is no more trace or, like, no more way to say we reminded you. That, yes, there might be a phone call that will be recorded.
Jon Rat:Some of the you might have actually, a recording of that phone call, but many patients will say, I didn't remember having that phone call. Whereas if they have a text, that usually will stay. And so you will save your staff a lot of time, and, again, keep your phone line available. Whenever you give a call I mean, you might have multiple phone lines again, but you wanna keep that phone available in case someone was to call you, which should be rare. But to to me, it's a no brainer.
Jon Rat:It will save you time. You can actually automate how many reminders you wanna send. So you could do, like, 10 days before an appointment if the patient doesn't confirm. 7 days, 3 days. Yeah.
Jon Rat:And and Archie, as well as many other software, will have some kind of customization. So, like, all of this is automated. You set it up once, and you are done. That's a huge, huge time saving.
Justin Clements:Yeah. Yeah. And I think what's we talk about frequency, you know, it was 1 of 1 of the things during, you know, different integrations I've done where people had differing opinions on how how often they wanna send them, and that's great. I'm all for the diversity of of appointment reminders. The 1 that I can say to me is a nonnegotiable is some sort of same day reminder.
Justin Clements:Like, that's at least, in my opinion, 2 hours in advance because when the day gets going and people are just blowing through the day, they need that little nudge to remind them, like, oh, shit. I got a dental appointment. I gotta go. Or you know what I mean? You're gonna get responses, and and I know I totally appreciate those.
Justin Clements:I mean, I rely on my Apple Watch to guide me through the day when it starts vibrating. It's like, oh, you got an, you know, a meeting in 10 minutes. So I think that that, you know, having a same day reminder, preferably 2 plus hours out Absolutely.
Jon Rat:In case
Justin Clements:in case you are doing something, you can kind of pivot your data to make it happen.
Jon Rat:I I've a 100% agree with you. Actually, in my own practice or my worst practice, that's what we do. And what I will do, like, 2 hours before, it actually will prevent, late no show of people who had, like, confirmed before, but they forgot. And 2 hours is enough time, actually, for someone to drive to your practice. So, again, plan for their day, and and so that actually will prevent no shows, that if you had not done that same day reminder.
Jon Rat:And you can do something as easy as, like, we look forward to seeing you, for your dental appointment, at and at the time of the appointment. And and that your patient will appreciate it. I like you, Justin, I really appreciate when I get a stem day reminder. And sometime it's the time for me to okay. I need to get in my car and drive to your to your location.
Justin Clements:Yeah. Yeah. No. It is. You know, it's super important.
Justin Clements:And I think, again, you know, we've kind of hit on, and the way we looked at this was like, what is the, like, the patient experience like before they get to your practice? And, you know, I think what'll be exciting is for the next episode, we're gonna talk about, you know, how to stay current during the appointment with your tech stack. We're gonna be talking about things like AI, everybody's favorite. Everybody's an expert in AI. Right?
Justin Clements:Because I typed some shit in the chat GPT. We're gonna be talking about intraoral cameras, multi monitors, tablets, post post appointment communications. Again, would love to hear from you guys if there are other topics that you can think of during that same, you know, kind of visit that would would be appropriate. So, you know, we're looking forward to, to kicking off more more topics here. This first episode was fun.
Justin Clements:Hopefully, y'all listened. I don't even know how long this was. Hopefully, it was, within the parameters of how long we wanted it to be. But, it was a good time. Like, it was good chatting about it.
Justin Clements:Hopefully, it resonates with people, and, we can keep, keep having fun with
Jon Rat:it. Awesome. That was a awesome first episode of j and j, told dentistry. Talk to you soon, everyone.
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