Have you ever wondered what has happened to some of your patients? 

You know, the ones that were coming regularly to see you then just stopped coming to appointments, or made no next appointment?

Your team have made attempts to contact these patients, but there is no reply from many of them.

People ghost people all the time and unfortunately, it’s no different for Dentists.

After a quick google search, I found this definition of “ghosting”.

“Ghosting, is a relatively new colloquial dating term that refers to abruptly cutting off contact with someone without giving that person any warning or explanation for doing so. Even when the person being ghosted reaches out to re-initiate contact or gain closure, they’re met with silence.” Google Search

Ok, it is a colloquial dating term, but it also applies to many situations where you are cut off without an explanation and when you try to find out why, you are faced with silence.

Many front office coordinators reading this blog right now will agree, this is exactly what happens when you haven’t seen your patient for a while, and you try to call them or send a message.

Silence can be and often is the result.

Let’s back track to why this is happening in your practice with your patients.

When patients ghost you, it is often a pattern of behaviour that they believe is accceptable, because they do it with many people and you are just one of them.

An example of a patient ghosting you is when you are trying to contact them prior to their appointment and they do not reply to the text or phone message.

Yes, you have confirmed the appointment both verbally and on a text prior to their appointment but they have not replied to the courtesy message you send 1-2 days prior to their appointment.

I hear the frustration from dental teams about this and there are strategies to put into place to reduce patients ghosting you.

Do you go through with your patients, the steps to follow when they receive the courtesy message prior to their appointment and stress how important it is to reply to the message?

It’s amazing how much you can take for granted when it comes to your patients. Always explain everything and tell them what you need them to do.

If a patient continues to not reply to their courtesy message prior to their appointment, then you need to have chat with them about this. Reinforce the importance of replying so their appointment is not given to another patient who needs it.

Have a think about other messages your patients are ignoring and not replying to.

What is in your message?

Is the message giving your patients clear instructions on what to do next?

The message should be short and sweet and not give all the information. You want the patient to call you back to find out more about their appointment.

Create a bit of curiosity and mystery in your message. Less is more and it will drive your patient to call you back.

Now I want you all to have a close look at patients who are ghosting you each time you try to make contact. It could be as simple as the type of message you are leaving for them.

Have a close look at your SMS, phone messages and emails to make sure you are sending the right message to your patients.

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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 my 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! http://www.calltrackingex

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