Low-Cost Marketing Programs that Work

Debanding Letter to Parent

¨ Definition: This is a way that patients can thank their parents for their wonderful smiles.

¨ Timing:

n Done at the debanding

n This can be started immediately … today!

¨ Specifics:

n Give the patient a clipboard with a blank copy of your letterhead stationary when debanded.

n Have them address the letter to their parents and sign it at the bottom.

n Give them examples of letters written by other patients if they can’t think of anything to say.

¨ Samples – Here are a few samples of letters, actually written by patients, that you might use until you have developed your own samples:

Dear Ma,

How many trips have we made to Dr. Wirebender's office? I know you are tired of picking me up from school every month.

The big day has finally arrived. The braces are off and no stains on my teeth.

I don't say this often enough but thanks for giving me different opportunities. And a special thanks for giving me the opportunity to have straight teeth.

Love (Marie)

Dear Mom and Dad,

I know you have made many sacrifices over the past two years in order for me to have braces. And, I have not once said "Thank You." But, now that I can see my pretty smile and straight teeth I can appreciate what you have given me.

I love my teeth and I love both of you.

Thanks for being my parents.

Love (Billy)

Dear Mom and Dad,

Well it's finally here the day I get my braces off.

I never thought I would be glad I got them until I saw my teeth.

So thank you for staying on me about my brushing and for paying the bills. I'm glad you made me get them.

Thank you. (Jeff)

P.S. Your shiny tooth son.

Dear Mother,

I was beginning to think this day would never come. I thought those little silver brackets were a part of my life forever.

Can you believe how much my teeth have changed. If my teeth still looked like that I would not open my mouth.

Thanks for staying on me about my brushing and gum chewing. A special thanks for paying the bill.

I love to smile now and show the world my beautiful teeth.

Love (Todd)

Dear Dad,

How many times have you heard me say, "Am I ever going to get my braces off?" I was thrilled to death the day I got them but happier the day they came off. My mouth feels like it is missing something.

Thanks for taking me to my many appointments and listening to my complaints.

You knew all along it would be worth the pain, it has taken me two years to realize the benefits.

Thanks for being my parent.

(Jim)

Care Calls

¨ Definition: Any call made to a patient/family, by a doctor or other team member, that addresses a concern the patient may have or that the practice has about that patient/family.

¨ Timing:

n Initiate a call with a “Care Call Information” slip, by any team member who feels a call is warranted.

n Calls are made at work or may be done at home.

n A care call should be initiated:

= after initial appliances are placed

= after a particularly difficult or long or unusual procedure

= when a patient/family has shown their unhappiness at a visit

= when the patient/family is highly inconvenienced at a visit

= anytime you feel “out of relationship” with the patient/family

= Debanding or end of a phase of treatment to assure that future treatment is understood

¨ Specifics:

n Complete the top of a Care Call Information Slip (see below).

n Make the call and complete the bottom of the Care call Information Slip.

n Give the completed slip to the TC, if further follow-up is necessary by the TC, doctor, etc.

n When resolved, file the slip in the Pt’s folder.

n Care Call Information Slips will be printed and sent to your practice if desired.

Care Call Information Slip
Call Handled by (you):		Date of Request:
Patient’s Name:		¨ Child ¨ Adult		Other Phone Numbers:
Parent’s Name:		Home Phone:
Reason for Call: ¨ Initial Appliances ¨ Difficult Appt. ¨ Very Long Appt. ¨ Unhappy Pt. ¨ Unhappy Parent ¨ Inconvenienced Pt. ¨ Inconvenienced Parent ¨ Debanding follow-up ¨ Disagreement with ________________________________________________________ Other: ________________________________________________________________________________________________________________ ______________________________________________________________________________________________________________________
Additional Information Required to place the call: (Next Appt. Date ________________ & Time ______________ ; expected discomfort, etc.) ______________________________________________________________________________________________________________________ ______________________________________________________________________________________________________________________
What you want to say: ___________________________________________________________________________________________________ _____________________________________________________________________________________________________________________
Call Made By: __________________________________	Date: ___________ of call		Successful? Yes ¨, If No ¨, Comment!
______________________________________________________________________________________________________________________ ______________________________________________________________________________________________________________________ ______________________________________________________________________________________________________________________
Patient/Parent Comments: ________________________________________________________________________________________________ ______________________________________________________________________________________________________________________ ______________________________________________________________________________________________________________________
Dr. Call follow-up needed? No ¨, If Yes ¨ when? ___________________________________________________________________________ For what reason? _______________________________________________________________________________________________________ 2 ______________________________________________________________________________________________________________________

Scripting (What you want to say) Examples:

J “High, Mrs. Smith. This is Patty from Dr. _____’s office. Dr. _____ asked me to give you a call to see how Johnny was doing with his new (appliances, headgear, expander, etc.). Is he at home? …….. We’re glad to hear all is going well, I’ll let Dr. ____ know. Thank you, bye.”

J “High, Mrs. Smith. This is Patty from Dr. _____’s office. Dr. _____ asked me to give you a call to see if Johnny was OK, he seemed unhappy at his visit today … ”

J “High, Mrs. Smith. This is Patty from Dr. _____’s office. Dr. _____ asked me to give you a call to see if you are OK about being inconvenienced at your visit today … ”

J “High, Mrs. Smith. This is Patty from Dr. _____’s office. Dr. _____ asked me to give you a call to tell you how well Johnny has been doing to improve his brushing, etc. … ”

Cards/Notes/Letters

¨ Definition: Any handwritten correspondence to a patient or family member or to a dentist or dental team member, or to a non-dental referrer to promote a friendly relationship.

¨ Timing:

n They are sent when they seem appropriate to remind the person that they are important to us.