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updates for our customers
General messaging for the COVID-19 pandemic
Tips and messaging guides to help patients understand your COVID-19 policy and reschedule their appointments:
COVID-19 has forced us to change how we conduct our daily business and even how we interact with each other. During times of uncertainty, it's critical we have a plan to effectively communicate with our patients to help deal with any disruption to their dental care schedules, while continuing to provide a quality patient experience.
Below are some best practices for using your patient communication tools to send messages that ease patient concerns, clarify your COVID-19 policy, provide dental care information, and reschedule appointments for when your practice is ready. Also included are sample messages to help you communicate practice closure and reopening.
Steps for properly communicating to patients during a crisis:
- Establish your office’s COVID-19 policy utilizing national, state, and local board guidelines.
- Ensure the proper team members have access the office's Practice Management and Patient Communication software remotely and securely. Reach out to the manufacturer’s support team if you need help.
- Notify patients regarding a closure, limited hours, or special precautions using your communication tool's mass email communication feature.
- Disable or modify reminders and confirmation communications (email, text, voice, etc.).
- Disable or block ability for patients to book appointments online during a closure or limited hours.
- Add copy to your website and social media pages regarding your COVID-19 policy, closure, precautions, or limited hours.
- Add contact information and policy for dental emergencies to your website, voice mail, emails, social media pages, etc.
- Quickly notify patients that are already scheduled for appointments of office closure or limited hours utilizing a Notify All Scheduled Patients email or text messaging feature of your communication service
- Utilize Two-Way texting feature for communicating one on one with scheduled patients regarding closure or limited hours.
- Ensure team members can continue performing collection-related tasks (insurance management, billing, payment posting, etc.)
- Ensure you have a team member monitoring the phone and/or returning phone calls to patients.
Messaging guides for communicating to patients about your COVID-19 policy:
For automated emails announcing: Office Closure
As novel coronavirus (COVID-19) diagnoses continue to increase around the world, we are committed as always to providing a safe and hygienic environment for our patients and team. Updates may change day-to-day but currently, individual state dental associations are recommending for dental practices to suspend nonessential or non-urgent dental care for the next two weeks to help with social distancing efforts in order to help slow the spread of the virus. If you have a dental need and are unsure of the next steps, please do not hesitate to give us a call so we can help you! Our phone lines will be staying open and appointments will be available on an as-needed basis. We will keep in touch if current guidelines change and will let you know of any updates. Thank you for your trust in us, and we look forward to helping you with your dental care in the future.
Messaging guides for communicating to patients about your COVID-19 policy (continued):
For automated emails announcing: Office Open
As novel coronavirus (COVID-19) diagnoses continue to increase around the world, we are committed as always to providing a safe and hygienic environment for our patients and team. Updates may change day-to-day but currently, our doors are still open and we are maintaining business as usual. We do kindly ask, for the health and safety of patients and our staff, that only the patients receiving dental treatment come into the office. We will continue to use precautions with every patient we interact with in order to keep you safe! If you have a dental need and are unsure of the next steps, please do not hesitate to give us a call so we can help you! Our phone lines will be staying open and appointments will be available on an as-needed basis. We will keep in touch if current guidelines change and will let you know of any updates. Thank you for your trust in us, and we look forward to helping you with your dental care in the future.
For automated voice messages announcing: Office Closed
Good morning/afternoon, this is Dr. ____'s office.
We are calling to let you know that due to local outbreaks of COVID-19, the disease caused by the new coronavirus, our office will close until [insert date], at which point we will look at the local situation and evaluate reopening or extending our closure. Thank you for patience and understanding. We hope you and your family and friends stay healthy and safe during this outbreak
For automated voice messages announcing: Office Open
Good morning/afternoon, [insert patient name]. This is Dr. ____'s office confirming your appointment for [insert date and time].
To protect our patients and staff during the new coronavirus outbreak, we are taking additional precautions to keep you safe. This includes being more aggressive with daily cleaning in the waiting and clinical areas. If you are experiencing symptoms such as fever, coughing, shortness of breath or body aches, please reschedule your appointment for at least two weeks after your symptoms end. You will not be charged a cancellation fee for any appointments canceled due to illness until further notice. We are monitoring the situation at the national and local levels, and we will keep you updated with any changes.
Tips for using Henry Schein One Patient Communication Software:
If you are a user of Henry Schein One North America patient communication systems, such as Demandforce, Lighthouse360, Dentrix Patient Engage, Sesame, or Communication Manager, you can use these features now:
- Email Campaigns or Newsletters
- Two-way Text Messaging
- Appointment Cancellation and Rescheduling Messaging
- Family Messaging
- Facebook Integration
Helpful "How to" tips:
Visit these help pages for steps on how to use your specific software features to communicate to your COVID-19 policy and reschedule patients.
For Patient Communication users, visit:
- Demandforce
- Lighthouse360
- Patient Engage
- Dentrix Patient Engage
- Sesame Communications
- Communication Manager
For website users, visit:
- Sesame Communications
- Officite
- Website manager
If you have any questions regarding how to reach your patients, best practices, or how your business can adjust to the evolving situation, please reach out to our support team at 833.471.2273.
If you do not use Henry Schein One patient communication tools, feel free to use these recommendations in your own practice. And if you would like to learn more, we’re here to help, at 833.471.7253.
updates for our customers (LATAM)
COVID-19 update
Nos encontramos ante una situación excepcional a la que nunca nos habíamos enfrentado, y nos gustaría agradecer su apoyo a BioHorizons Chile. Dadas las últimas medidas tomadas por las autoridades informamos lo siguiente:
Cierre obligatorio de nuestras oficinas hasta nuevo aviso
- Estamos siguiendo las pautas y recomendaciones del Ministerio de Salud de Chile y la Organización Mundial de la Salud.
- Por el momento nuestros ejecutivos estarán realizando sus tareas desde casa; su ejecutivo comercial está disponible tanto por teléfono como por correo electrónico.
- Nuestro servicio de atención al cliente también estará teletrabajando, se pueden contactar por correo electrónico a:
fgorigoitia@biohorizons.com
rmoreno@biohorizons.com - Se posponen todos los eventos/cursos de los meses de marzo, abril y mayo, incluido el Simposio Global de la Oral Reconstruction Foundation 2020 en Nueva York.
Estamos trabajando para reprogramar todos estos eventos, y compartiremos una actualización con más información tan pronto como sea posible.
Esperando todos se encuentren bien, un gran y afectuoso saludo
Atentamente,
Mónica Nilo
General Manager
BioHorizons Chile
updates for our customers (Europe)
Estimado Cliente:
En las últimas semanas hemos visto al mundo tomar numerosas medidas en un esfuerzo por contener la propagación de COVID-19. Cada vez es más evidente que el distanciamiento social y otros esfuerzos para mitigar la propagación del virus persistirán más de lo previsto.
La industria dental en particular se ha visto significativamente afectada por las recomendaciones de organizaciones como el Consejo General de Dentistas de España de evitar realizar tratamientos dentales que no sean de emergencia hasta nuevo aviso.
Entendemos el estrés creado por el cese de actividad de las clínicas y la incertidumbre relacionada, ya que nadie está seguro de cuánto tiempo estas medidas permanecerán vigentes. Como tal, nos complace proporcionar los siguientes recursos para ayudarlo a responder a los desafíos con los que COVID-19 presenta nuestra industria:
- Página web dedicada a nuestra respuesta al nuevo coronavirus, que incluye recursos para ayudar a los clínicos profesionales a manejar la crisis COVID-19, como mensajes en forma de guiones para ayudar a sus empleados a comunicarse con los pacientes. Pueden consultar también el Centro de Recursos COVID-19 de Henry Schein España
- Plan de formación cínica virtual en conjunto con la Oral Reconstuction Foundation
Estamos operando con la mayoría de los miembros del equipo trabajando desde casa, pero continuamos sirviendo pedidos de la forma habitual y nuestras instalaciones de producción en EE. EE. UU. están operando a plena capacidad. Proporcionaremos actualizaciones semanales para mantenerlo informado de nuestras actividades para que todos podamos superar esta crisis juntos.
No dude en ponerse en contacto conmigo, con su Delegado Comercial o con Atención al Cliente si necesita ayuda. Esperamos sinceramente que todos ustedes, sus amigos y seres queridos permanezcan seguros durante este tiempo sin precedentes y que nuestro mundo se una para superar los desafíos que enfrentamos actualmente.
Atentamente,
Jorge Valls
General Manager
BioHorizons Camlog Ibérica
Dear Valued Customers,
Over the last couple of weeks, we have seen the world take numerous measures in an effort to contain the spread of COVID-19. It is increasingly evident that social distancing and other efforts to mitigate the spread of the virus will persist longer than anticipated.
The dental industry, in particular, has been significantly affected by recommendations from organizations such as the British Dental Association (BDA) that no non-emergency dental procedures should be completed until further notice. This includes routine dental procedures such as: initial or periodic oral examinations, cleanings, asymptomatic teeth extractions and esthetic procedures.
We understand the stress created by office closings and related uncertainty since no one is sure how long these measures will remain in place. As such, we are pleased to provide the following resources to assist you in responding to the challenges with which COVID-19 presents our industry:
- Web page dedicated to our response to the novel coronavirus, including resources to help doctors handle the COVID-19 crisis, such as messaging in the form of scripts to help your employees communicate with patients
- Virtual clinical learning curriculum in conjunction with the Oral Reconstruction Foundation
- Closing your practice or reducing workload to emergency treatments only? Unsure of the options you have regarding your staff? Then read the Henry Schein UK NEW Practice Closure Checklist for advice and information, including:
- How to utilise the Government furlough scheme.
- When to consider redundancies.
- How to select which staff to furlough.
- Reducing hours for proportionate-pay.
We continue to operate with most team members working from home but are shipping products per usual, and our U.S. production facilities are operating at full capacity. We will provide weekly updates to keep you informed of our activities so we all can make it through this crisis together.
Please do not hesitate to contact me, your Territory Manager or Customer Care if you require any assistance. We sincerely hope that all of you, your friends and loved ones remain safe during this unprecedented time and that our world comes together to move past the challenges we currently face.
Best regards,
Eric Suter
Director Sales, Western Europe
Estimados cliente,
Nos encontramos ante una situación excepcional a la que nunca antes nos habíamos enfrentado y nos gustaría agradecerle su apoyo a BioHorizons Camlog. Con el fin de contribuir a preservar la salud pública, le informamos de las medidas que hemos tomado para hacer frente al COVID-19:
- Estamos siguiendo las pautas y recomendaciones del Ministerio de Sanidad del Gobierno de España y la Organización Mundial de la Salud.
- Por el momento, se ha aconsejado a nuestros equipos de ventas que se abstengan de realizar visitas personales, realizando sus tareas desde casa; su delegado comercial está disponible tanto por teléfono como por correo electrónico.
- Nuestro servicio de atención al cliente también está teletrabajando (a excepción de pedidos de carácter crítico) y se puede contactar por correo electrónico a través de: pedidos@biohorizons.com.
- Se posponen todos los eventos/cursos de los meses de marzo y abril, incluido el Simposio Global de la Oral Reconstruction Foundation en Nueva York. Estamos trabajando para reprogramar todos estos eventos, y compartiremos una actualización con más información tan pronto como podamos.
No dude en ponerse en contacto conmigo o con su delegado comercial para brindarle un servicio adicional.
Estamos preparados para apoyarle en este momento difícil y le agradecemos de nuevo su apoyo.
Esperamos que usted y su familia se encuentren bien.
Atentamente,
Jorge Valls Campos
General Manager
BioHorizons Camlog Ibérica
Estimado Cliente:
Nos encontramos diante de uma situação excepcional a qual nunca antes havíamos enfrentado e diante da qual gostaríamos de agradecer pelo seu apoio à BioHorizons Camlog. Com a finalidade de contribuir em preservar a saúde pública, informamos sobre as medidas que temos tomado para combater ao COVID-19:
- Estamos seguindo as instruções e recomendações do Ministério da Saúde da República Portuguesa e da Organização Mundial de Saúde.
- De momento temos aconselhado as nossas equipas de vendas que se abstenham de realizar visitas presenciais, realizando as suas tarefas de casa. O seu delegado comercial encontra-se disponível tanto por telefone quanto por correio electrónico.
- Nosso serviço de atendimento ao cliente também está a realizar teletrabalho (com exceção aos pedidos de carácter urgente) e podem contatar por correio electrónico através de: pedidos@biohorizons.com.
- Estão adiados todos os eventos/cursos dos meses de março e abril, incluido o Simpósio Global da Oral Reconstruction Foundation em Nova Iorque. Estamos trabalhando para reprogramar todos estes eventos, e compartiremos uma atualização com mais informação tão logo seja possível.
Não hesite em colocar-se em contacto comigo ou com o seu delegado comercial para um atendimento especial.
Estamos preparados para apoiá-los neste momento difícil e agradecemos pelo seu apoio.
Esperamos que encontre-se bem, assim como a sua família.
Atenciosamente,
Jorge Valls Campos
General Manager
BioHorizons Camlog Ibérica
Dear Valued Customer,
Thank you for your support of BioHorizons Camlog and for the important role you play in protecting and improving public health. We want to update you on our measures to cope with the Corona virus situation.
- We are following guidance from the UK government and the World Health Organization
- Our sales team has been advised to refrain from personal visits for the time being and they are working from home and are available by phone or email
- Our customer service is operating normally and can be reached by email ordersuk@biohorizons.com or by phone + 44 (0) 1344 752560. As always, our 24/7 online store at store.biohorizons.com is also at your disposition
- Company-sponsored events are postponed, such as the Oral Reconstruction Foundation’s Global Symposium in New York that will take place now in 2021 and we are rescheduling all our UK courses from April through June to a later date. We will share an update with more information as soon as we can
- We are also working to open the registration on series of online webinars to provide learning opportunities on some topics that may be of interest for you, such as, e.g., infection control, business management and also surgical topics. More to follow soon!
We stand ready to support you during this difficult times and please don’t hesitate to reach out to us for any advice and help that we can provide.
On behalf of the entire UK team let me send you our best regards.
Dr. Eric Suter
Director Sales Western Europe
BioHorizons Camlog Italia partecipa con grande senso di responsabilità al severo stato di emergenza sociale e sanitaria in atto nel nostro paese.
Con l’intento e il desiderio di essere, sempre comunque, al fianco dei nostri clienti e nel rispetto della salvaguardia della salute di ogni collaboratore, sono state recepite tutte le raccomandazioni ed adottati tutti gli accorgimenti previsti in termini di redistribuzione degli spazi e turni di lavoro.
Sarà quindi garantito, nelle prossime settimane, un presidio minimo dell’operatività del Customer Service presso la nostra sede centrale, al fine di assicurare la gestione degli approvvigionamenti necessari e delle urgenze. Per gli altri reparti è stata prevista, in ottemperanza con l’ultimo decreto in vigore, la modalità di lavoro in smartworking. Garantiamo supporto commerciale, scientifico e tecnico prediligendo contatti telefonici o digitali.
Stiamo inoltre sviluppando un fitto programma di formazione a distanza per tenerci costantemente in contatto ed in aggiornamento con tutti i nostri clienti.
Tutto lo staff di BioHorizons Camlog Italia è al vostro fianco per offrirvi, come e più di sempre, il massimo del supporto, del servizio e della qualità.
Stretti nel comune abbraccio, sostegno e ringraziamento a tutti i nostri operatori sanitari, ci uniamo al loro appello:
#iorestoincorsia #turestaacasa
