Tag Archives: patient communication system

Online Forms

Welcome to Online Forms

Screen shot of online forms page

Online Forms

Many patients are familiar with our practice communications system that sends automated appointment reminders and other communications.  Over the past couple of weeks, we tested a new feature of this system – Online Forms.  This picture is a screenshot of what you see when you access the forms link on a phone.

Post-Covid Paper Stacks

Every month since April, the Colorado Department of Public Health & Environment issues Public Health Orders (PHOs) governing dental offices.  All PHOs to date require pre-screening for dental patients, hence, many of you have received phone calls from our office prior to appointments.  And, if you’ve visited the office, you’ve had to fill out our Covid-19 Questionnaire each time you visit.

Online forms allow you to click a link in an email or text appointment reminder and quickly fill out a secure online questionnaire.  We receive a notification that a form is ready for review.  After review, we can sync it with our practice management software for automatic updating of  information.  Finally, the system saves a copy of the form in a patient’s file.  Prior to this, patients filled out paper forms, we input the information into our system, and then scanned and saved a copy of the paperwork before shredding the paper copy.  This new system saves time both for us and for you, and significantly cuts down on paper usage at the office.

Updating General Paperwork Using Online Forms

It is important for dental/medical offices to periodically update patient information such as medical histories and contact information.  Currently patients receive emails and texts the week prior to appointments notifying them of the need for this information.  These notifications now include a link to our online forms.  We still have options for patients to fill out hard copies of this paperwork at home prior to their appointments.  These forms, found at albersdental.com/forms, include General Information, Medical History, and Notice of Privacy Policies – Permissions and Patient Acknowledgement.

Because our initial test of the online forms proved so successful, we added an iPad to our check-in options. Michele accesses our daily schedule, identifies the appropriate patient, and then identifies the forms to be updated.  Information in our system automatically populates the form so that only changes need to be made.  The system is HIPAA secure – the patient is locked into his/her forms, only, and the information can only be retrieved when we enter a code.  The completed forms then sync into our system, providing a paperless way to update necessary information.

Feedback Requested and Welcome

As with any new system, there are hiccups and bumps in the road.  We have already received valuable feedback from patients about the system.  We welcome that going forward.

New VOIP Phone System

VOIP

In our last post, we wrote about our experience at the Rocky Mountain Dental Convention. We always learn new and interesting things. Michele attended a session and saw a demonstration of a VOIP (Voice Over Internet Protocol) phone system.  These systems can integrate with our practice management software (schedule, notes, x-rays, etc.).  After researching various VOIP systems, we settled on one that integrates with another software program we use to, for instance, send you text reminders of your upcoming appointments. The transfer of our phone number occurred last Friday.

What You Can Expect

Under this new system, when a patient calls, a popup appears with a patient’s name, last and upcoming appointments, etc. This happens before we even answer the phone. With this information, we will no longer have to go into our system to do a search under your name. This will be a time saver for all involved.

The new system also allows for a lot of automation of phone messages that Michele used to have to record fairly frequently. If, for instance, you experience a dental emergency during hours we are closed, you will no longer be given a number you need to call to talk to a doctor. Instead, patients will merely need to press 1 (as instructed in the message) to be transferred to the on-call doctor.

Because calls will come in over our internet instead of a phone line, there is always a possibility that we could have an interruption in our  internet service.  This would result in our inability to receive calls.   We’ve only had internet access issues a handful of times in the 15 yrs we’ve been at this location.  We do have cell phone apps that are supposed to allow us to receive calls on a temporary basis if need be.

Feedback Appreciated

As with any new system and new phones, we have a few wrinkles to iron out as we experiment with the best way to use them. If you have any feedback that might be helpful, we would appreciate hearing from you. Our office number is 719-634-8458. Thank you!

2020 Rocky Mountain Dental Convention

It’s January, which means it’s time for the 2020 Rocky Mountain Dental Convention (RMDC). This is an annual trip for the staff and me. Last year, I was a little jet-lagged as Carla and I had just returned from a dental mission trip in Fiji and Tarawa Atoll. This year, I was well rested until I caught that bad cold…. The good news is that everyone except Judy A (hygienist) was able to make the trip.

Why We Attend the RMDC

First and foremost, the conference allows us to attend lectures on issues relevant to how we practice dentistry. For example, I was able to attend a lecture on cracked teeth and another on composite fillings. The way we approach these classes is to know that while some information we already know, there’s almost always a nugget of information that makes it worth our time to attend. Staff members attended classes on dry mouth, nutrition, and other valuable topics. Michele spent time on classes that will help her more efficiently manage the front desk. All in all, another valuable conference.

The Dangers of Sugar

Several of us attended the class on nutrition. One key take-away is the growing body of evidence as to the negative health affects of sugar. As dental professionals, we have understood for a long time that sugar is not good for teeth. Our 2018 blog post Limit Sugar in your Diet highlights how sugar can impact dental health. What we are seeing more of, though, is research showing that sugar can have a negative affect on more than just dental health. Our lecturer suggested that the only sweetener he would recommend is Stevia, something Carla and I switched to last year.

New Equipment?

Another important aspect of the RMDC is the chance to see the latest in dental products and equipment. Vendors have information and products for us to see. It’s very possible that you will be seeing a new dental chair or two the next time you visit our office! And, over the next month, we will be switching to a VOIP phone system that integrates with our practice management software. We think this new system will allow us to be even more productive at the front desk.

Our Staff is the Best!

Carla and I have attended conferences in the past where we’ve seen and overheard employees “skipping” classes. I appreciate that our staff is genuinely interested in continuing dental education and they happily attend lectures, anxious to see what new information/technology/techniques can be brought back to the office. This dedication to excellence by everyone in our office directly impacts our ability to provide patients the best dental care possible.  The Rocky Mountain Dental Convention is an important event in our ability to continue to meet the needs of our patients.

Patient Communication System

Appointment Reminders

A year ago, we implemented a new patient communication system. This system is integrated with our practice management software. One of our main goals was to be able to provide timely reminders to patients about upcoming appointments. The system uses text messages, emails, or if a patient has neither, an automated phone call.

There was a little bit of a learning curve for patients, but now, the system seems to be working well. We originally set reminders to go out 10 days, two days (except for Monday appointments), and two hours prior to appointments. We’ve had a couple of occasions, though, where the 10 reminder has caused a patient to come in a week early.

New Appointment Reminder Schedule

For this reason, we are going to try to new schedule. Effective today, we are going to reduce the reminders from three to two. Patients with appointments on Tuesday – Thursday will get two day and two-hour* reminders. Patients with Monday appointments will get their first reminder on the prior Thursday so that Michele has time to fill any appointments that might need to be cancelled on Monday.

*Two-Hour Reminders

Regarding two-hour reminders, we have set our system so that text reminders don’t go out before 8:00 a.m. So, for patients with 8:00 and 9:00 appointments, you will not receive the two-hour reminder. We are going to keep these reminders for other appointments, however. We have had a number of patients who’ve been in the middle of a project, lost track of time, and would have missed an appointment but for this reminder.

As ever, we appreciate patient feedback. If you have any questions, please don’t hesitate to contact our office at 719-634-8458.

Contact Us

Mark T. Albers, D.D.S.
2155 Hollowbrook Drive
Suite 20
Colorado Springs, CO
80918

(719) 634-8458

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General Hours: Labor Day through Memorial Day

Monday – Thursday:
8:00a.m. – 5:00p.m.

Summer Hours: Memorial Day through Labor Day

Monday – Wednesday
7:30a.m. – 4:30p.m.

Thursday
7:00a.m. – 2:00p.m.