9 Effective Strategies for Dealing with Unresponsive Patients

Do some of your patients barely answer you during appointments or miss follow-up visits without explanation? If so, you’re interacting with unresponsive patients – people who don’t engage with their dental care.

Some might feel anxious or scared about procedures, leading them to withdraw or avoid communication. Others might misunderstand treatment plans or have worries about costs. Regardless of the reason, there are ways to break through these communication barriers.

As experts in dental practice management in West Palm Beach, we’re here to explain nine ways in which you can build better relationships and connect with even your most unresponsive patients.

How to Improve Interactions with Unresponsive Patients  

Get to Know Your Patients

Building strong relationships with patients starts with understanding them on a personal level. Take the time to learn about their backgrounds, hobbies, and concerns. If you show genuine interest and empathy, you can establish trust and make patients feel more comfortable opening up.

Here’re some topics you can ask your patients about:

• Previous negative dental experiences
• Fear or anxiety about dental procedures
• Specific dental goals or preferences
• Medical conditions that may affect dental treatment
• Lifestyle factors that can have impact on their oral health

Use Simple Language

Avoid using complicated medical jargon when communicating with patients. Instead, use simple, easy-to-understand language to explain dental procedures, treatment options, and any other information they need to know.

Breaking down complex concepts into simpler terms can help alleviate anxiety and confusion, making it easier for patients to understand and engage with their dental care. Remember to encourage patients to ask questions if they're unsure about anything and be patient in providing explanations.

Active Listening

Active listening refers to giving your full attention to the patient, maintaining eye contact, and providing feedback to show that you understand what they're saying.

Moreover, practice paraphrasing what they say to ensure you've understood them correctly and encourage them to share any questions or concerns they may have.

Some other specific ways to become a more active listener include:

• Use nonverbal cues such as nodding and facial expressions to show that you're engaged.
• Avoid interrupting the patient while they're speaking.
• Ask open-ended questions to encourage the patient to share more about their thoughts.
• Validate the patient's emotions and experiences.
• Pay attention to the patient's body language and tone of voice.

Leverage Technology

Technology can be a valuable tool for improving communication with patients. Consider incorporating the following technological solutions into your practice:

Patient Portals

Patient portals are convenient and centralized platforms for patients to manage their healthcare information and stay connected with your office.

Have secure online portals available where they can access their medical records, schedule appointments, and communicate with the practice’s dental team.  

Text Messaging

Send appointment reminders, follow-up messages, and important updates to patients via text message.

Email Communication

Email communication allows practices to share important updates and resources in a timely manner, while also giving patients a space to ask questions or request additional information.

You can use them to send newsletters, educational materials, and announcements about new technologies or staff members.

Stay in Touch

Make an effort to stay in touch with unresponsive patients through regular follow-up calls, emails, or text messages.

Check in on their progress, address any concerns they may have, and remind them of upcoming appointments or recommended treatments. By staying proactive in your communication, you can keep patients invested in their dental health.

Utilize Different Communication Channels

Not all patients prefer the same communication channel, so it's important to offer options. Some patients only answer phone calls, while others may respond better to email or text messages.

If you use different communication channels, you can accommodate diverse preferences and increase the likelihood of reaching unresponsive patients. Be flexible in your approach and use the methods that work best for each individual patient.

Moreover, make sure to always include this information when reminding them of upcoming visits or follow-up appointments:

• Contact information for the dental office
• Reminder of any pre-appointment requirements (e.g., fasting, medication adjustments)
• Instructions for rescheduling or canceling appointments if necessary
• Any outstanding balances or payment information
• Directions or parking instructions, if applicable

Choose the Best Time to Contact

Consider the timing when reaching out to unresponsive patients. Avoid contacting them during busy or inconvenient times, and instead, choose moments when they're more likely to be available and receptive.

For example, calling in the evening when they're probably at home from work or sending a text message during lunchtime may increase the chances of getting a response.

Additionally, when patients are in your office, take the opportunity to ask them directly when would be the best time to send them reminders or program follow-up visits. By having this conversation in person, you make sure to respect their schedule and increase the likelihood of successful communication.

Leverage Feedback Surveys

Feedback from patients is invaluable for improving communication strategies. Implement patient satisfaction surveys to gather insights, identify areas for improvement, and tailor your approach.  

Encourage patients to provide honest feedback about their experiences and any suggestions they may have for enhancing communication. Use this feedback to continually refine and improve your communication practices.

Offer Incentives

Incentives can be a powerful motivator for encouraging patient engagement. Consider offering rewards or discounts for patients who consistently engage with their dental care, attend appointments, or refer friends and family.

Be creative in designing incentives that appeal to your patients and make them feel appreciated for their participation. Here’re some ideas:

• Discounts on future dental services
• Free dental products (toothbrushes, floss, toothpaste)
• Gift cards to local businesses
• Entry into a prize drawing or raffle
• Referral rewards program
• Free or discounted teeth whitening treatment
• Loyalty rewards for frequent visits
• Donation to a charity of the patient's choice

Want to Get Help with Dental Practice Management in West Palm Beach?

Every interaction is an opportunity to connect and make a positive impact on patients' lives. If you want to enhance your patient communications skills, contact our coach Brian Houlahan and get the coaching you need to make it happen. Call us today!