Patient Outreach Templates

Below is an example of an email to your patients as well as a template phone script. You can tailor it to your office, your patients, and state and local regulations.

Patient Outreach

Email Template

Dear (Patient name),

I’m writing to let you know that our offices are still open during the COVID-19 pandemic, and it’s easy to make an appointment for your healthcare needs. We offer in-office and telehealth appointments to ensure you can access healthcare in the way that works for you.

Whether you’re managing a chronic condition like high cholesterol, in need of surgery, or experiencing new symptoms: Your health can’t wait. Yet we know our patients have questions and concerns about going to a doctor’s office during the COVID-19 pandemic. We want to assure you that we’re doing everything we can to keep our patients healthy now — and for the long run.

For in-office appointments, we have increased our already stringent cleaning protocols. We require masks and physical distancing, and also have hand sanitizer and disposable masks available. You won’t wait in a waiting room with others but instead will be taken straight to your room.

For telehealth appointments, we can discuss any medical concerns, order or refill medication, and even order bloodwork. The visit is conducted with the same level of privacy on our end as an in-office visit.

If you have any questions or want to schedule an appointment, please call our office at the number below.

Phone Script Template

Hi, (Patient name).

How are you doing?

pause for reply

[If calling to reschedule an appointment, ask screening questions, such as: How is your XX feeling since I last saw you? Have you been experiencing any discomfort or concerns? Have you noticed any new pain or symptoms since we last spoke?]

I know these are confusing times, but now that we’re back open, we’re scheduling [procedures like yours] again and wanted to see if you’re ready to schedule yours.

You may be interested to know about the enhanced safety precautions we’ve taken to protect our patients, which I’m happy to describe for you at any point.

[Consider sharing your facility’s practices around testing, screening, infection control, physical barriers, check-in, personal protective equipment, etc.]

Of course, if there’s other information I can provide about pursuing [your procedure] in this new environment or any questions I can answer, I’m happy to do that as well.

pause for reply

[Based on the patient’s response, ask screening questions that can help determine the best course of action and next steps.]

Ultimately, I just wanted you to know we’re still here for you, and we want to do all we can to help you prioritize your health during these times.

We look forward to seeing you on [scheduled appointment date].


The information on this site is for educational purposes only and is not medical advice. Always talk to your doctor before you make decisions about your health.

For additional information, please contact us at [email protected]

149477-200811 DSUS