5 Tips to Boost Patient Engagement with Segmented Messaging

Many patient engagement platforms include the option to segment messaging. But, not all dental and oral surgery practices are using it to its full advantage! This is especially significant since many practices are experiencing staffing shortages — and automation is a key part of mitigating the effects of these shortages.

When you segment messaging, you send a message to only a certain segment of the patient base. And, this can be a very powerful tool for boosting patient engagement. Here are five tips on how!

#1: Recalls

When it comes to recalls, one-size-fits-all messages are often overlooked or ignored by patients. Segmented messaging changes this by tailoring communications based on the type of appointment each patient needs. 

For example, patients due for routine cleanings can receive friendly reminders highlighting the importance of preventative care in maintaining oral health, or avoiding costly treatments down the line. On the other hand, patients requiring follow-ups after procedures like dental implants or wisdom tooth extractions may benefit from detailed messages that emphasize the risks of delaying care and offer tips for recovery.

Segmenting also helps optimize how and when you send these reminders, allowing you to be strategic. An example of this might be that you schedule a recall reminder directly after an appointment, catching the patient right after their experience at your dental practice. Another example might be reminding patients every six months about coming in for a routine tooth cleaning. 

#2: Marketing Blasts

Marketing campaigns are another area where segmented messaging can shine. Instead of sending generic promotions, dental practices can divide their patient base into targeted groups such as new patients, families with children, or those interested in cosmetic treatments. 

For instance, parents of young children might appreciate reminders about back-to-school dental checkups or tips for managing kids’ oral health, while patients interested in whitening services could be sent updates about new offerings or special deals.

The key strategy here is to send the right message to the right audience. A patient who hasn’t scheduled a cleaning in over a year might respond to a friendly nudge with an incentive, while someone who recently inquired about Invisalign may appreciate a follow-up about financing options. This personalized approach builds trust and loyalty, showing patients that you understand their unique needs.

#3: Sudden Closures

Nobody likes it when there’s a sudden closure!

This is a moment that is tough on staff and patients alike. Unforeseen closures can seriously disrupt your practice’s schedule. And, there can be breakdown in the trust that is so necessary for patient engagement. Imagine what patients feel if they turn up for their appointment, only to find a locked door!

But segmented messaging can minimize the chaos. Instead of sending a blanket announcement, you can notify only the patients affected by the closure, such as those with same-day or same-week appointments. These messages can include details about the closure, estimated timelines, and rescheduling options, helping reduce confusion and frustration.

To streamline the rebooking process, you can include a direct link to an online scheduling page. This allows patients to reschedule at their convenience without having to call the office, saving time for both your team and the patient. 

#4: Sick Doctors

Similarly to sudden closures, when a provider becomes unexpectedly unavailable, segmented messaging can help you manage the situation smoothly. A personalized message to the affected patients explaining the circumstances and offering an apology reassures them that their care remains important. Including a rebooking link in the message makes it easy for patients to reschedule without unnecessary hassle.

Patients appreciate the effort to keep them informed and accommodate their needs, which is one of the foundations of patient engagement. Plus, it can be really easy! Segment your patients with a few simple clicks in your patient engagement platform, and they’ll know not to come in on that day. 

#5: Education

Education is a cornerstone of patient engagement, and segmented messaging enables you to deliver relevant educational content tailored to individual needs. For instance, as we mentioned earlier in the blog when discussing recalls, parents of young children might receive tips on establishing good brushing habits, while older patients could be sent information on preventing gum disease. Patients undergoing specific treatments, such as braces or veneers, might benefit from advice on maintaining their results or managing their oral hygiene during treatment.

By aligning educational messages with a patient’s treatment history and other factors, you not only keep them informed but also strengthen their connection to your practice. This ongoing communication positions your practice as a trusted source of dental knowledge, encouraging patients to stay engaged in their oral health journey.

How Intiveo Helps

Intiveo offers a number of resources including guides, reports, templates packages, self-assessments and more, including this blog and a podcast! Our priority is to support dental and oral surgery across Canada and the United States with great patient engagement and great content. 

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