8 actions the secretary should never do through the dental office's WhatsApp

Share:

One of the biggest trends today is the use of WhatsApp not only in personal life but also in business use. We have already discussed the importance of office WhatsApp, especially for the secretary.

On the other hand, it is a tool that should be used with great caution, as it can be both beneficial and harmful to the dental office.

In the various training sessions, I have done, it is quite common to find errors in using the office's WhatsApp from the desk. In most cases, these are errors that tend not to cause much damage. However, certain attitudes can range from moderate to severe embarrassment to lawsuits that will cause a lot of headache and financial harm to everyone involved.

While using the office's WhatsApp from the desk, it is important that the dentist be vigilant to correct any errors or even behavioral bias that may damage the office's image. Come on:

  1. Never discuss with the patient through the office WhatsApp

According to our internal office surveys, at least 1 to 3 patients a day are rude or rude to their secretary via WhatsApp. For example, that patient who wants to know the exact time of tomorrow's appointment at that moment.

Try not to confront the patient, especially via this means of communication that can generate different interpretations and that old print, which may viralize and harm the office. In case of excitement, talk to him via phone or try to make an appointment to the office for clarification (recommended).

  1. In the event of flirting, notify the dentist immediately

One thing I hear very often from my students in the course is the singing and flirting of the office's WhatsApp. In general, the first attitude a person has, especially if committed and / or professional, is to erase the conversation.

However, when the conversation is deleted, the secretary throws away the only proof in her favor. I've heard a report that a patient flirted with a secretary and she deleted the conversation. A few weeks after the incident, the patient's wife came to take satisfaction with her, as he said it was the secretary who hit him.

Before erasing, record the message or print it out. Immediately show the dentist and let them know if there is a problem in the future. He, knowing what happened, will be in favor of the secretary.

When this happens, record the conversations, show the dentist, erase and ignore the flirt. In case of insistence, inform the dentist and block the person in the office's WhatsApp as it will most certainly cause problems in the future.

  1. Use WhatsApp emoticons that may suggest things other than professional use

The WhatsApp application is very informal, so during the conversation, it is natural to send emoticons, which are those faces that are already part of our daily lives. However, avoid smiley faces that may suggest something beyond professional help, hearts, upset or smug smiley faces. The patient may not take well.

  1. Avoid making queries or procedure information through the office WhatsApp

It is very common for the patient to contact the office WhatsApp with the secretary to ask any questions about the treatment. For example, if he can try or drink that old beer over the weekend while recovering a tooth extraction.

Guidance is always important, however, under the supervision of the dentist and not as a substitute for consultation. If the patient reports any problems, such as fever, ask them to come to the office so that the dentist can evaluate and offer appropriate treatment.

  1. Send messages via office WhatsApp outside office hours

Although you have heard in rare cases, it is never too much to remember that you should not send out-of-office patients, such as a reminder of the appointment on Tuesday being sent at 9:00 pm Monday.

It is at least strange to receive such a message at such an inconvenient time. Therefore, it is better neither to confirm the patient than to risk it.

  1. Beware of Writing Errors

There is nothing worse than seeing a message or text with grotesque errors in writing. That's why I recommend having a messaging pattern ready and revised even to optimize communication. However, we will not always have robotic service. If you have questions about certain words, search the internet. Today you can find everything on google.

  1. Mix personal matters with professionals

On my site, I have a broadcast list on Whatsapp to send content to visitors. From time to time I get a message about some political protest or self-help. So far so good, what is not alright is when this message is sent by the office's WhatsApp. It is important to remember that in the dental office, no one has a soccer team, political party or religion.

  1. View message and leave patient unanswered

Perhaps it is one of the worst impressions of neglect or disorganization that an office may have. The person viewed the message and did not respond for various reasons, the most common being forgetfulness.

If there is a lot of work in the office that does not allow a quick response, leave a message ready saying something like:

Hi! All right? Your message has been successfully received! Very soon, we will contact you. In case of urgency, please contact us by phone XXXX-XXXX.

Source: Empreenda Dentista. Available at: https://empreendadentista.com.br/2017/10/12/secretaria-whatsapp-do-consultorio/. Access on: 12/09/2019.