How to Connect with Patients Behind the Mask

We are all craving connection. Quite frankly, we were craving it even before COVID-19 but now our needs are heightened.

This week I've been trying to rack my brain on what the best way to engage with your patient is when there are physical barriers in the way. You can be in a retail store with a mask or completely covered head to toe in a dental office and share the same struggles. Patients can no longer see your facial expressions, your smile and may even have a hard time hearing your words.

Every day I see the fear and stress that offices are feeling about going back to work. Some of you have chosen not to start back yet and some never shut down. Whatever your comfort level is, you have to do your best to put the stress aside and connect with your patient.

I can tell you that you do not need to see someone to feel comforted or connected. Last year I was at a Texas Mission of Mercy (free dental event for the homeless and the under served) in the Third Ward of Houston. As I was running around and assigning duties, I heard my name.

“Heather?”

I looked around. Nothing.

Then I heard it again, “Heather?”

“Is someone calling me?”, I asked.

There in a large crowd of people that had lined up at midnight to wait for treatment, was a woman that said, “I am”.

As I walked over to her, I began to see that she was blind and holding a white cane.

Once again, she spoke, “I really need to go to the bathroom, and I kept hearing your name and you sounded really nice. Can you take me?”

Wow! Talk about being vulnerable and only able to hear tone, inflection, and any possible belonging cues! Of course, I gladly escorted her but that is something that I will never forget. What you might not realize is that I was extremely busy helping volunteers and every couple of minutes I had patients asking when they were going to be seen. It can be stressful!

I was stressed yet my tone was not. I am simply sharing this with you to show that it makes a huge difference in how you make others feel.

Here are 5 ways for you to connect and engage with your patients behind a mask:

1) Be aware of your tone, and inflections of your voice. Warmth can be so beautifully communicated with a calm and comforting voice.

2) I think it's important to speak clearly behind your mask and try to be as positive as possible. We are all extremely frustrated with the situation but not everyone needs to know that.

3) Words matter. Kindness can be expressed in your words and can change an environment immediately from being perceived as fearful to welcoming.

4) Make a video and have it running when patients enter the room. Record your team before donning any PPE and then show them what you are putting on. You can also say something like even though you cannot see our smile or our hearts, We are so grateful that you chose us as your dentist. We must communicate that we value our patients more than ever right now!

5) Keep your sense of humor. Staying healthy is serious but you can still follow protocol and have a little fun while you do it. Start a social campaign asking patients to guess who is behind the mask.

Research has shown that vulnerability comes before trust so try sharing with your patient some real-life moments during the quarantine. Relate to what they are saying and show empathy when they share a struggle.

“I’m so sorry that you experienced that”

or if they share their nervousness or concern about being at the dentist during this time,

“I completely understand why you might feel that way. We had the same thoughts. That’s why we waited to open until we made sure we had the proper procedures and protection to not only protect ourselves but you, as well.”

If you have already opened but know that you need to have your process feel more polished… Pause…Gather your team and review. What is working? What isn’t working?

This is your time to get it right. Every day is a chance to rebuild and re-engage.

I would love to hear what has worked for you. Comment below. Do you need some help or advice? Give me a call. 512.825.7613