As we slowly enter into a “new normal” many businesses are setting COVID-19 protocols in place for the protection of their patients and their staff. However, there is also a wave of individuals who don’t want to follow these protocols – not just at the doctor’s office – but everywhere. Here are some tips to manage those patients who don’t want to follow your COVID-19 protocols.

Give Your Patients All The Information Before Their Appointment

To save both your staff and your patients time, communication is key. Your patients need as much information as possible before they attend their appointment. Automated appointment reminders is a perfect tool for this kind of communication. Through’s system you can create a templated message that includes your COVID-19 protocols. This way your patients know what to expect and can come prepared.

In some cases, you may find patients who let you know ahead of time that they do not or will not abide by these safety protocols. For this reason you will need a safety measure in place. Whatever that measure is for you and your staff to keep everyone safe, safety should be the priority.

Prepare With Flexibility And COVID-19 Accommodations

Accommodating patients will be another key tool in preparing for a smooth transition as you reopen. You should be prepared to offer the option to reschedule the appointment, postpone the appointment, and options for the wait time. For example, many practices allow their patients to wait in their car until it is time for them to go in to see the doctor. This allows patients to comfortably wait separated from other patients and even without having to wear a mask.

Support Your Employees

Your employees need to know they are supported during what will be a challenging adjustment. While catering to many patients’ needs and also maintaining their own health, your employees need to feel supported. Practice owners are advised to update workplace-violence policies to cover nonemployee violence and inform employees of the practice’s procedure for reporting customer threats and aggression.

Patients should be reminded that these protocols are in place not to make them feel uncomfortable but to make them feel safe. A safe work environment for both your patients and your employees should always be your top priority. Don’t forget to utilize other communication platforms, such as email, social media and your website.

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