Patient Communication During the COVID-19 Pandemic

It’s hard to believe that the COVID-19 pandemic has escalated immensely since even just a week ago, and Toronto has declared a state of emergency. But we must all do our part in practicing social distancing, as well as being diligent with personal hygiene. As preventive measures, the Royal College of Dental Surgeons of Ontario (RCDSO) has also strongly recommended that all non-essential and elective dental services should be suspended immediately, but emergency treatment should continue. However, while your office may be closed, you should still maintain communication with your patients. Keeping your patients informed during these uncertain times can help them have peace of mind – especially if they are in the middle of a treatment plan.

Below are some useful ideas for you to send out newsletters to your patients:


Office Updates

The circumstances of the COVID-19 pandemic can change drastically from day to day and it can be hard to keep up with. It’s essential to maintain communication on any changes at the office with your patients so they can stay in-the-loop and are clear about arrangements for their appointments.
Information you can include:

  • Change in office operating hours/closures
  • Updates from RCDSO
  • List of non-essential and elective dental services that will be suspended
  • New screening procedures before any appointment


Treatment Plan Updates

Many of your patients may be in the middle of a treatment plan and are likely to be anxious about the next steps. Take the time to send them a personalized email to let them know of any cancellations, as well as reassure them so they have peace of mind.

It’s also a good time to lay out an action plan for when the office re-opens and resumes normal operations. Not only does this help your patient set the expectation for completing their treatment plan, but also shows that your office cares for them even during your closure.

Making this connection with your patients is important to get everyone on the same page and will help build better patient relationships. Make sure to let your patients know they can contact you for any concerns they may have as well!


Educational Pieces

Even though the dental offices are closed, you can send out educational newsletters. The goal is to teach and remind your patients about the importance of oral health. Here are some ideas for your articles:

  • Importance of proper oral care
  • Step-by-step guide to proper oral regime including brushing and flossing tips
  • Information on common oral issues and how to keep them under control
  • Foods and drinks that are good/bad for teeth

Spending this time to educate your patients will help improve their oral health in the long run, on top of regular recares. This will open communication and discussion also help them understand why you recommend specific procedures for them in the future.

For those who have our Newsletter Module, your newsletters can be sent easily by running a list of patients from your Paradigm Database and sending out a mass email within minutes or scheduled to be sent at a desired date and time.

Keeping the dental office closed is a big decision to make, and we appreciate your efforts to help flatten the curve. We hope that everyone stays strong and healthy during this time! If you have any questions in regards to using our dental software, Paradigm Clinical, remotely or would like to learn more about the Newsletter Module, please don’t hesitate to reach us as