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Most of the time when the Phone rings at the Dental Office, the caller has a Dental Issue they are concerned about.

With the correct sequence of questions and information, the patient will begin their Treatment Acceptance while they make their appointment.

I believe that Case Acceptance happens in three parts with the New Patient:

1. Initially on the Phone

2. In the Dental Chair with the Dentist

3. During the Handover when the Appointment is made, right up until when the Patient arrives back at the Dental Office to start their treatment.


Follow these steps to ensure Case Acceptance begins on the phone:

• Find out what the caller is concerned about and why

• Ask questions to build concern

• Create urgency by letting the caller know what will happen with no treatment

• Wait and let the caller ask what type of Appointment they need

• Give a brief outline of the Appointment and what they can expect

Always remember that the New Patient or Existing Patient have never fully accepted their treatment until it is started. I often see everyone in the Dental Office become excited for the patient when they leave with all their Appointments booked to start and then somehow it just never gets started.

When you make an appointment you need to ensure that the caller is ready to start treatment and is fully committed to their Appointment.

The person answering your phones has the responsibility to ensure Patients have made the right appointment, keep that appointment, and arrive at their Appointment ready!


This blog will feature 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.

At present I have availability for two 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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