I hear the word reactivation so often.

When YOU contact YOUR patients to reactivate them, what does it really mean?

Reactivate means to “restore to a state of activity”.

You want to bring your patients back so that they are active in your appointment book.

To me, the word reactivation creates an impersonal, mechanical and generic procedure that you follow to contact your patients and try to make an appointment for them.


What I see in most practices is that the act of reactivating patients has become just that, a mechanical and even thoughtless process your front office follows with very little concern whether the patient responds to your letter, email or phone call.

Your team sends out the reactivation message and the rest is up to the patient.

Of course prevention of having to reactivate patients is the real answer but that is whole different story!

I’m sure you will agree that more often than not, reactivation is one of those tasks that nobody really likes to be doing in your practice.

True reactivation of a patient needs to be more than just a procedure that is done every now and then.

Reactivation of patients needs to be thoughtful, meaningful and personal.

I recently heard a front office coordinator say she just didn’t know where to start with patient reactivation.

When a patient does not make a next appointment, the sooner you make contact with your patient following their last appointment, the more likely they are to make another appointment.

Start by reactivating those patients who have most recently been to your practices for treatment and care.

If you wait too long to contact patients who have not gone ahead with their treatment they may end up going to another Dentist or they will be more resistant to making another appointment.

I believe the very best way to make contact and reactivate patients, is on the phone.

Being prepared for the reactivation call means you have looked at the patient’s file and you are fully aware of the following:

  • The patients last appointment. Knowing what happened at the patient’s last appointment and the patient’s response to treatment is very important and will help you handling any issues or resistance on the call.
  • Any cancelled appointments. Sometimes the patients you are reactivating may have made an appointment and then cancelled it. You want to know why they cancelled so that you can look for solutions during the call.
  • Treatment Plan with the Dentist or the Hygienist. On the call you have information about the treatment that has been diagnosed by the dentist and the consequences of what will happen if that treatment is not completed. This will help build urgency and concern in the patient about their treatment.
  • Any previous resistance to treatment. It is so important to know the reason the patient didn’t go ahead with their treatment in the first place. This reason may still be a valid reason in the eyes of the patient so knowing this will help when you call.
  • Life events for the patient. Knowing what is happening in the lives of your patients can help when we call to reactivate patients. Timing dental treatment with the patients schedule can work well. Being flexible and accommodating helps the patients go ahead with treatment.

Knowing as much as possible prior to the call is what can make the difference between making an appointment for the patient or not.

Start calling your patients. Have a conversation with them and reconnect.

Ask questions and look for solutions then make and confirm the appointment.

Always keep in mind you will get some no’s when you are calling to reactivate patients, you will also get many yes’s so don’t give up!



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.calltrackingexcellence.com/


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 jayne@thedpe.com.


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…..


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