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One of the first things you must do after you have greeted a person on the phone is to find out if they are a New Patient or Existing Patient.

This is so important to get right at the beginning of the call.

If an existing patient calls your dental office you already know them.

The first step is to bring up their patient file once you know their name.

Now don’t wait until the end of the call when you go to make their appointment, bring up their file immediately.

As your patient talks about their dental problem or concern, then you can start searching their patient family file notes, clinical notes and their dental charts.

Your job when an existing patient calls your dental office, is to start your investigation and help them.

You will now be armed with vital information about your patient while they are on the phone.

This will always impress your patients.

There is nothing better than someone knowing you well enough to be able to help you.

Your patients will always expect you know them and their dental history, and you should.

Don’t let your patients down.

When you know your patient, you are able to easily ask questions regarding the health of their mouth.

Clinical notes can give you a big picture of what is happening so you can then make the most suitable appointment for your patient.

You can also give the dentist the heads up on the patient’s dental issue before they arrive for their appointment.

You have the tools to start helping your patient and give them assurance that you know what is going on.

So if you are not already using the patient information that is at your fingertips, then you must start.

Most Dental Offices are not doing this, so be the Dental Office that is and start really helping your patients on the phone before they arrive for their appointment.

This is A+ Professionalism and the type of patient experience you want your patients to have.


This blog  features simple practical ideas that are easy to implement tomorrow in your Dental Office, impacting immediately on your Patients’ Dental  Phone Experiences, and ultimately, improving your practice profitability.

My FINAL live full day workshops for 2017 “How to Turn Every Dental Phone Call Into A Valued and Kept Appointment” are being held in Sydney on Friday October 6, 2017 and in Brisbane on Friday November 24, 2017.

Click here on this link to register.

Dental Phone Excellence is a simple to implement complete Phone Answering system I developed that helped me to build an extraordinary dental practice in the heart of working class western Sydney.

If you’d like to know more,  download my sixteen page FREE special report “How I Quickly and Easily Went From 35% to 77% New Patient Telephone Conversions, and Doubled The Size of my Dental Practice Along the Way” and discover some of the many costly mistakes being made on your phone…..

At present I have availability for only THREE new private clients. For more information on how I can improve your Dental Office’s Phone Numbers contact me, Jayne Bandy at  jayne@theDPE.com



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