First your patient finds you then they speak to you on the phone and make an appointment.

They now arrive at your practice for their appointment.

This is all the beginning of your patient’s experience.

You want to ensure every part of the patient’s experience represents you and your business.

One of the biggest missed opportunities is the patient experience when your patient arrives for their appointment.

Have a really good think about the moment your patient arrives for their appointment.

What do they see?

What do they hear?

What do they smell?

Great questions to ask yourself. Great questions to ask your team.

One thing to keep in mind……

When your patient arrives at your practice please don’t direct them to your WAITING ROOM.

Your patient should be making themselves comfortable in your PATIENT LOUNGE.

I know they are just words but they are such powerful words when you get them right.

See what you think.

“Take a seat in the waiting room.”


“Please make yourself comfortable I will let Dr Brown know you have arrived. Can I get you anything?”

I know the words I would want to hear when I arrive at your dental practice.

Your patient lounge not a place to wait so why do we call it a “waiting room”.

Start by giving your patient the message that the patient is a place to relax and get ready.

Make you patient lounge patient focused.

Find out what your patients would like and meet their needs.

Your patient lounge can even be what attracts people to your practice, especially if you are fortunate and have a shop frontage.

Patients love knowing what to expect visually before they visit you.

So what does your patient see when they arrive?

Look at your patient lounge. Is it current, comfortable and inviting to your patients?

This is a small investment to make to ensure your patients have a fabulous visual experience and they are comfortable and impressed with what they see.

Position chairs and/or lounges so patients can talk to other patients and sit quietly if they choose.

Have current magazines.

There is nothing worse than having out of date magazines that patients have read before. Your patients will think you don’t care enough about them and can’t be bothered to spend money on them.

Offer both dental and non dental reading material so your patients have a choice.

Also offer a screen with dental videos for your patients. Many of your patients are interested and hungry for information. A practice tour video is a great idea.

Patients also love it when you offer them something. It can be a cold drink, a cup of coffee, fruit in a fruit bowl. Patients always love the mini sample toothpastes they can take out of a bowl.

This shows your patients that you are generous and thoughtful!

Keep your patient lounge clean throughout the day. Have a system for your team to be  responsible for keeping the patient lounge clean and tidy.

Dirty fingerprints on glass is never a good look.

Check the smell in the patient lounge.

Try to create a non dental aroma with subtle air fresheners. Why have your lounge smelling like a dental surgery straight away.

When your patients arrive, have a great greeting. You have a greeting when you answer the phone so make sure you have one when your patient arrives at your practice.

“Hi Jenny welcome to Brown Dental……………………”

You know who is walking in the door next. You have your appointment book with the time the patient is arriving, so use it and be ready for your patient’s arrival.

Remember what your patients see, hear and smell when they arrive at your practice, will influence what they think about you the dentist and even whether they want to continue seeing you.

Dental Phone Excellence reserves all rights.© Dental Phone Excellence


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!


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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