The Front Office

Wowing new patients

Background

The average production for new dental patients is usually higher and they contribute more to practice profitability than existing patients. Their introduction to the practice is therefore extremely important and should instill confidence in the dentist and the practice. With this foundation, new patients are more likely to accept treatment plans, keep appointments, and pay in a timely fashion. The three stages of the introductory process are key in providing a positive experience for the

The Phone Call

Before an individual becomes a patient, he or she usually calls the office for information. The first impression must be positive to begin winning them as a patient. When calls are answered quickly, patients feel the practice is well-run and devoted to serving patients. The dental team member should extend a warm welcome with a pleasant voice, be enthusiastic, and demonstrate the desire to help. When callers identify themselves as new patients, the team member should welcome them with a

Orientation Visit

The initial visit continues the warmth of the phone call and follows a scripted approach to guide the new patient through the experience. Staff members should make the patient feel at home throughout this first visit. This begins with coming out and shaking the patient’s hand, offering the patient a beverage, and showing him or her to a seat. Paperwork is brought out once the patient is seated if it was not sent beforehand.

The dental assistant is usually the next person to greet the patient and

Examination

The dentist builds on the positive relationship already being established during the new patient examination. The examination is designed to initiate the relationship between patient and dentist, discover the patient’s condition, explain how the practice can meet the patient’s needs, and introduce treatments for which there may be interest in the future.

The components of the examination engage patients in conversations about their oral health and the wide range of treatment options being