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The New Patient Phone Call: How to Win Them Over Every Time

Updated: May 29, 2023

A receptionist in a practice on the phone with a computer.
Enhance Your New Patient Experience

If you are a dental practice owner, you know that the first point of contact with a potential new patient is key. It is your chance to make a great first impression and set the tone for what could be a long and fruitful relationship. People may not remember what you told them, but they always remember how you made them feel.

So how can you ensure you are making the most of this crucial opportunity? By following a few simple guidelines, you can be sure that you are giving every new patient the best possible experience - and setting yourself up for success down the road.

Here is what you need to do:

Before the call:


Prepare a script

While you do not want to sound like you are reading from a script it is important to have a general outline of what you want to say. This will help you stay on track and make sure that you cover all of the important points.



You may not be able to see your potential new patient, but they will be able to hear the smile in your voice. Smiling has been shown to make people sound more friendly and trustworthy, so make sure to smile throughout the call.

During the call:


Build rapport:

The goal of the call is to build rapport with the potential new patient. This means being friendly and personable and making sure that they feel comfortable talking to you. Ask them about themselves, and listen to what they have to say. Always use their name, and if they are booking for someone else, use that person's name too.


Address their needs

Remember why they are calling in the first place. What are their specific needs and concerns? Make sure to address these directly, and provide them with the information they are looking for. Record it in the new patient notes.


Schedule an appointment

The ultimate goal of the call is to schedule an appointment. But don't try to do this too early - first, you need to build rapport and earn their trust. Once you've done that, they will be much more likely to say yes to an appointment.

After the call:


Follow through

Make sure to follow through with an email or a letter, and thank them for their time. Provide them with details about the upcoming appointment. This will help to solidify the relationship and ensure that they remember you.

By following these simple tips, you can be sure that you're making the most of every new patient phone call. By taking the time to build rapport and address their specific needs, you will be setting yourself up for success - and making sure that every new patient has a great experience.

To learn more about how I can help your health care practice, visit my services.

This is a personal blog. Any views or opinions represented in this blog are personal and belong solely to the blog owner and do not represent those of people, institutions or organisations that the owner may or may not be associated with in a professional or personal capacity unless explicitly stated. Any views or opinions are not intended to malign any religion, ethnic group, club organisation, company, or individual.

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