July 12, 2023

Effective Communication Made Easy: How Practice Management System Streamlines Interactions Between Patients and Staff

min read

Get the latest insights before anyone else.

Effective communication between patients and staff is the cornerstone to ensuring high-quality care and a positive patient experience in the dental industry. However, maintaining seamless communication across numerous locations can be challenging for multi-site practice owners

Enter a practice management system (PMS)—an innovative solution that optimizes operations and dramatically enhances the ease and efficiency of communication within dental practices. It’s purpose-built for DSOs to offer enhanced digital patient engagement as a cornerstone of their platforms.  Today's patients expect electronic forms, easy mobile text-to-pay options, two-way texting with the office, online scheduling and referral options via social media. This requires the right PMS to enable offices to deliver this enhanced experience across all offices. 

In this article, we’ll explore how PMS can revolutionize interactions between patients and staff, transforming your practice into an efficient communication model.

The Importance of Effective Communication in Multi-Site Practices

Communication is the lifeblood of any successful dental practice. It enhances the quality of patient care by fostering understanding and collaboration between patients and practitioners. Clear, concise, and consistent communication is integral to ensuring patient satisfaction and building lasting relationships. It also aids in preventing misunderstandings that can lead to potential errors in treatment plans and other critical aspects of patient care.

Patients need to communicate on the go with mobile and online tools. But factors like different time zones, varying local processes, and older IT systems can cause communication breakdown and create confusion. Having a PMS that includes built in patient communication workflows makes both your patients and staff happy.

Understanding Practice Management Systems

In the face of these challenges, the right PMS emerges as a powerful solution. PMS is a comprehensive tool designed to streamline operations and optimize patient care across dental practices. Its integrated digital platform facilitates the smooth management of patient records, scheduling, billing, and more.

But the right PMS isn't just about operational efficiency—it's a game-changer for communication within dental practices. It includes functionalities like automatic reminders, real-time updates, and secure patient portals, all designed to simplify and enhance communication between patients and staff.

Enhancing Patient-Staff Interactions with PMS

The right PMS transforms the communication landscape in a multitude of ways. It automates routine interactions like appointment reminders and billing updates, freeing up valuable time for your staff and minimizing the risk of human error. It provides a secure, user-friendly platform for patients to view treatment plans, understand their billing, and maintain ongoing communication with their providers, thus promoting transparency and trust.

Additionally, an effective PMS is crucial in maintaining consistent communication standards across multiple sites. Providing a single, unified platform for all patient interactions ensures that the quality and clarity of communication remain constant, irrespective of the location. This uniformity is essential for building a strong, recognizable brand and ensuring that patients receive the same high-quality experience at all of your practices.

The American Dental Association reports that 92% of top practices use technology to communicate with patients. This includes online scheduling, messaging, form collection, reminders, recalls, and payments. If you are one of the 8%, now is the time to make a change.

The Impact of Improved Communication on Patient Satisfaction

Effective communication is at the heart of superior patient experiences. Simplified, timely interactions reduce confusion and stress for patients and instill in them a sense of being valued and cared for. This enhanced patient experience leads to increased satisfaction and, subsequently, higher patient retention.

A recent study by NexHealth stressed the importance of patient communication both pre and post-appointment as a determining factor for patient satisfaction. In dental care, this translates to patients being more likely to return to a practice where their questions are addressed promptly, receive regular appointment reminders, and explain their treatment plans in an understandable manner—all of which are facilitated by PMS.

Implementing PMS: Considerations and Best Practices

Moving to a cloud-based PMS infrastructure to support the unique needs is a significant step that involves careful planning. Here are some considerations to keep in mind:

  • The need for comprehensive staff training to ensure that everyone can effectively use the system
  • The process of data migration from existing systems to the PMS
  • The compatibility of the PMS with other software or tools currently being used in your practices.

Once the PMS is implemented, its power can be harnessed effectively by adhering to a few best practices. 

  • Make full use of the software's features to automate routine communications. 
  • Train your staff to check the system regularly for any patient messages or updates.
  • Encourage patients to utilize the PMS for their questions and concerns—promoting a two-way, open communication channel.
  • Utilize reporting to understand utilization by patients and staff members to identify needs for additional adoption opportunities. 

What’s Next?

Communication forms the bedrock of any successful practice, shaping patient satisfaction and influencing retention rates. The power to transform these interactions lies within PMS, which introduces streamlined, efficient communication channels for both staff and patients.

As owners of multi-site practices, the ability to implement standardized, high-quality communication across all locations is within your grasp, thanks to the right PMS. This strategic move can not only boost operational efficiency and patient satisfaction but also serves as a catalyst for sustainable business growth. Embrace the potential of the right PMS—your future practice will thank you.


NexHealth. (2023). State of Dental: How Elite Practices
 Grow 20% Every Year. https://1868823.fs1.hubspotusercontent-na1.net/hubfs/1868823/Ebook/NexHealth_State_Of_Dental_2023.pdf

Discover what Ora can do for your growing dental organization.