During a Nov. 19 webinar hosted by Becker’s Dental + DSO Review and sponsored by Rectangle Health, industry experts discussed how successful practices are embracing digital tools to deliver high-quality care. Moderated by Scott Becker, the panelists centered the conversation around contactless connection.
The panelists were:
- Lai Ferrell, director of operations for marketing and recruitment at Jonesboro, Ark.-based Higginbotham Family Dental
- Cynthia Tyler, regional manager of operations at Effingham, Ill.-based Heartland Dental
- Mike Peluso, chief technology officer at Valhalla, N.Y.-based Rectangle Health
Five key points about contactless solution for dental providers:
1. Contactless solutions can be either touch-free solutions or virtual contact, Mr. Peluso explained. Most payment technology for dental providers is on the virtual side, such as online registration or online/digital payments. Contactless solutions are patient-focused technology that patients can use without the help of dental business members, Ms. Tyler added.
2. Digital-focused, consumer-based interactions are becoming more prevalent in the dental industry, Ms. Ferrell said, noting the importance of easy-to-use technology so patients actually want to use it. Patients expect consumer-based experiences and the pandemic has pushed that movement forward more quickly, Ms. Tyler added. Though not necessarily pervasive across the industry yet, lots of practices use text-to-pay or card-on-file, Mr. Peluso said, concluding that digital-focused solutions are here to stay.
3. Digital tools enable providers to deliver better care, Ms. Tyler said. Contactless solutions not only put patients in control, but also frees up time for staff, which is conducive to better care. When the patient is in control, the rest of the office can focus on patient satisfaction, Mr. Peluso said, noting that when patients have more control they are generally more satisfied.
4. It’s critical that dental practices leverage different types of contactless methods to create a digital experience patients are used to, Mr. Peluso explained. Consumers are used to operating online. Eliminating paperwork and the tension surrounding in-person payment is how people want to interact — the dental environment is no exception, said Mr. Peluso. “If you’re not doing it, you’re behind,” Ms. Ferrell concluded.
5. When implementing contactless methods, practices must adopt a new mindset, according to Ms. Tyler. “It’s no longer about making our jobs easier — it’s about keeping patients safe,” Ms. Tyler said, advising practices to review changes with their teams, explain how and why the changes are being implemented and clarify what to do if something goes wrong. Because the industry is moving so fast, providers should rely on niche vendors who can provide cutting edge practice management systems, according to Mr. Peluso. Legacy-type systems simply don’t have the ability to move as nimbly as specialized vendors, he concluded.
For more about Rectangle Health, click here. To view the full webinar, click here.