You follow up with your patients when they don’t have another appointment. This means an appointment for their Preventive Care/Hygiene or Dental Treatment.

There are two ways you follow up with your patients.

The first way is to send out a generic and impersonal letter, postcard, email or SMS asking your patients to call your office.

And the second way to follow up with your patient is to call your patient and have a personal conversation with them about them and the appointment they need.

I’m sure you can see which is the better choice.

When Dental Teams let me read their follow up letters. they usually start with:

“Our records show…….


“In a recent examination of your dental records…..”

This is not personal and just looks like something generic from your dental software.

I know some patients will always respond and make an appointment after receiving this type of letter, but how many of your patients don’t respond to this letter.

What happens next?

You then send another follow up letter. Usually the same one again and again and most patients will just continue to ignore the letter.

You end up with a systematic cycle of follow up letters with hardly any response.

This then becomes a system in your practice and a belief that you are following up with your patients when in actual fact there is no real follow up happening.

Why not call your patient. You know most of the patients very well because you have built a relationship with them already. Call your patient.

This is a great way to start your Patient Follow Up Conversation:

“Hi John, this is Jayne from Active Dental. How are you today? (A conversation will often begin at this point)

Dr Green has asked me to give you a call.”(pause and listen to your patient)

“He is very concerned because you have not made your appointment for……let’s make you an appointment.”

Can you see how the call is now personal? It is about the patient and their dental needs and about the relationship between the dentist and the patient.

Once you call your patient, you can ask questions, answer questions, try to remove anything getting in the way of the patient going ahead and making their appointment.

You can’t do this in an email, SMS, letter or postcard.

The more “RECALL” (I so hate that word!!!) letters I read, the more I see how impersonal they are.

I know following up on a call with a patient can be a little uncomfortable at first.

It helps to keep in mind that the reason your patient didn’t originally make the appointment or cancelled their appointment, is often still the same reason they have not made another appointment.

Be prepared to have a conversation with your patient on the phone about what is still in their way of going ahead with treatment and know what solutions you can offer your patient.

This is what you do when you are truly helping your patients.

Once you start making follow up calls the RIGHT way it becomes easier and you get better and better at making  appointments for your patients.


T H E  D E N T A L  P H O N E  E X C E L L E N C E  O N L I N E  M A S T E R  C L A S S  I S  H E R E !

I LISTENED TO YOU and finally my Master Class is here ONLINE just for YOU!

Your team do not need a day off work to attend this Master Class. YOUR TEAM can complete the Dental Phone Excellence Master Class right there in your practice at their own pace. The BEST part of my Master Class is that you have it FOREVER once you purchase the Master Class.

It’s time to say GOODBYE to New Patients calling your office and NO APPOINTMENT ever being made, people calling your office about the price and never making an appointment and your patients continually calling to cancel their appointment!

There are 7 Learning Modules in this Master Class

•         Module 1: How to Effectively Communicate with Your Patients

•         Module 2: The 8 Steps to the New Patient Call

•         Module 3: How to Answer the Questions Callers Ask

•         Module 4: Correct and Easy Appointment Scheduling

•         Module 5: How to Prevent and Handle Cancellations

•         Module 6: How to Follow Up Your Patients

•         Module 7: Giving the Very Best Patient Experience

There are a total of 42 Learning Videos and over 60 Worksheets, Checklists, Templates, Scripts and Flowcharts to help support your team’s learning.

This program has been designed to teach dental teams how to communicate more effectively with their patients and get better results.

This Master Class is easy to understand, easy to work through and you can go through the program at your own pace.

This is the Master Class that guarantees your success when you start using the strategies and skills we go through together.

To secure you LIFETIME access to my Master Class click the link below. It is that fast and easy to get!

I look forward to seeing you all get the RESULTS you deserve and MORE!


Call Tracking Excellence

With Call Tracking Excellence your team will learn the SAME exact processes Jayne used to:  

1. Dramatically improve new patient call-in conversions to booked appointments..

2. Retain existing patient appointments and

3. Prevent ongoing losses from appointment cancellations.


Click this link to find out how to get started. It’s that easy!


If you want to know about the Dental Phone Excellence System I developed over many years working in my own Dental Practice and the same System I now share with many Dental Teams, then give me a call or send me a quick email.

The teams I have worked with all say how much easier it is using the Dental Phone Excellence System, when they answer calls and how many more kept appointments they make and confirm for their patients.

1300 378 044 or

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