Back to dental offices: how to win the trust of patients in this moment of resumption of economic activities during the pandemic

In March, the initial period of the pandemic, national and international health agencies suggested that dental offices suspend elective care, performing only emergency or urgent procedures. These cases remain a priority, but, now, returns and new treatments / services can already be administered. Everything should be done gradually, planned and with as much information as possible. Keep reading and learn how.

Communication is key for patients to feel safe

“In the same way that at the beginning of the pandemic we contacted the patients to inform them that we would only attend emergencies or urgencies, it is worth doing this now also to warn that the activities are being resumed with all the necessary care to protect them and that a new routine has been established ”, says Sofia Takeda Uemura, dental surgeon coordinator of the Dentistry course at UNIARARAS and specialist in the care of special patients.

Establishing direct communication with your audience and informing that you have prepared for this reopening phase is the first step. Bet in different formats: call, messaging application, email, social networks, among others. To gain the confidence of patients to return to dental offices:

- Inform in detail about the new biosafety procedures adopted and show how the protection of patients, as well as the dental team, has always been a priority. “This has always been a point of concern for Dentistry. So much so that, right at the beginning of the new coronavirus pandemic, the class organized itself to update the manuals and protocols ”, reinforces Sofia.

- Use materials that reinforce the safety and effectiveness of the new security methods - infographics, manuals, e-books, materials -, check out some examples and download them in our Contents section.

- Inform about the use of Personal Protective Equipment (PPE) and its importance for service security.

- Inform that longer intervals between consultations will be applied for the strict cleaning of the dental office and other environments. Communicate what delays may occur.

- Show that the return to activities involved financial expenses and hours of work, but that you are willing to reach a satisfactory agreement for both parties.

- Always be available to inform and answer questions, including on medications and integrative activities. Establish a conversation.

- Talk about the importance of oral health, even in times of coronavirus, and share tips on the subject - see throughout the text.

Biosafety in dental offices

A virtual screening (by video call or telephone contact) can be performed prior to the appointment by the dentist, in order to define whether the appointment is an emergency or urgency. “It is important to remember that dentists are at the top of the chain of contagion due to the fact that some procedures lead to the formation of aerosols, in addition to direct, close and time-consuming contact with contaminated body fluids and instruments,” says Rosely Cordon, dentist and coordinator of the Integrative Dentistry project.

In addition, it is important for the dental surgeon:

- During the virtual screening, also seek to understand the general state of health of the same and serve you at the best time, avoiding unnecessary contacts with possible vectors of dissemination. A patient with toothache and suspected Covid-19, for example, can be seen with all precautions, but preferably at the end of the day, the last of the period, so that the room and all other environments are properly disinfected .

- Carry out hand washing frequently, before and after consultations.

- Use all Personal Protective Equipment (PPE).

- Administer mouthwashes prior to treatment with 1% Hydrogen Peroxide and 0.2% povidone-iodine.

- Employ absolute isolation of the operative field.

- Disinfect surfaces.

To the patient (pass on this information!):

- Go to the mask dental office.

- Report possible symptoms of Covid-19 when scheduling.

- Take only what you need.

- Do not use the cell phone in the waiting room or during the consultation.

- Take a companion only when strictly necessary

- Put on the mask as soon as the service is finished.

Oral health in the new coronavirus pandemic

“The oral cavity is one of the main ports of entry for the virus and, if the patient has contracted Covid-19, his general health can be aggravated if his oral hygiene is deficient. Good hygiene can avoid, mainly, lung problems that make Covid-19 even more dangerous ”, says Rosely.

Therefore, for the return to the dental offices, it is important:

- Wash your hands properly with soap and water before performing oral hygiene.

- Use dental floss.

- Sanitize the tongue.

- Change your brush every three months or after a cold, flu or throat infection.

- Store the brush correctly, using a protector so that the bristles are not exposed in the bathroom.

“These are recommendations for good hygiene practices that should become habits,” adds Rosely.

Source: Todos pela Odontologia. Available at: http://todospelaodontologia.com.br/volta-aos-consultorios-odontologicos-como-conquistar-confianca-pacientes/. Access on: 08/11/2020.
Image: Prostock-studio, de envatoelements