Crafting the Ultimate New Patient Experience: Protocols That Make a Difference

In the competitive world of dental care, first impressions are paramount. The journey of a new patient from their first call to their initial visit sets the tone for their relationship with your practice. 

It’s about creating that “WOW” experience. 

An experience that leaves them eagerly anticipating their visit, transforming the all-too-common apprehension into excitement. 

Here’s how to ensure every new patient interaction is an opportunity to shine.

The First Call: A Promise of Exceptional Care

Creating a WOW Experience:

The initial contact, whether by phone or email, should leave a lasting positive impression. Ensure that calls are answered within two rings and emails replied to within one business hour. This responsiveness signals to potential patients that their care and time are valued highly by your practice.

Agreed Upon Verbiage:

Develop and train your staff on specific verbiage for handling new patient inquiries. This script should aim to affirmatively answer the patient’s first question, setting a positive and accommodating tone. Even if the direct answer is complex, start with “Yes, we can help with that…” to build rapport and open the door to detailed discussions.

Collecting Essential Information

Efficient and Comprehensive Data Collection:

Gathering information during the first call is crucial. Beyond the basic contact details and dental history, gather more personal preferences and concerns, such as dental anxiety or past negative experiences. Discover your patients favorite snack or food. Themore you know about what goes into the mouth the more you will know about how to guide and treat the patient. 

Recording this in your practice management software ensures personalized care from the outset. Build time into your day to  review patient files before arrival. Ensure everyone is familiar with them. 

[ADVANCED TIP: Meet daily with your staff each morning and go over who is coming in that day. Talk about the plan for each patient. This helps ensure  everyone is speaking the same language.] 

Communicating Financial Policies Clearly:

Transparency about financial policies is essential and should be addressed during the initial interaction. This clarity prevents any surprises and helps build trust from the very beginning.

Ensuring a Seamless Arrival

A Warm and Personalized Welcome:

From the moment a new patient steps into your practice, they should feel recognized and valued. Train your front desk staff to greet patients by name (without needing to ask), thus creating a personal connection that eases the usual anxieties of visiting a new dentist. Furthermore, the hygienists and dentists should also use the patient’s name as well. 

Pre-Appointment Preparation:

Sending medical forms in advance not only streamlines the in-office process but also demonstrates respect for the patient’s time. It allows the patient to provide detailed information at their convenience, ensuring a smooth and efficient first visit.

Guiding the Patient Journey

Transparent, Guided Experiences:

Each step of the appointment should be clearly explained, from the location of amenities like the bathroom and waiting area refreshments to what the patient can expect during their examination. This guided experience removes uncertainty and builds a foundation of trust.


Transforming new patient protocols into a series of thoughtfully designed touchpoints can significantly impact your practice’s success. Prioritizing responsiveness, personalization, and transparency, you will create an environment where patients feel genuinely cared for and understood. 

This not only sets the stage for a long-term patient-practice relationship but also positions your practice as the preferred choice for dental care. 

Remember, in the world of dentistry, exceptional patient experiences are the most powerful marketing tool you have.

Leave a Comment

Your email address will not be published.

Get our accountability guide and learn how to transform your dental practice & create lasting results

Everyday I see dental practices make crucial mistakes that burnout their teams and turn away patients. I’ll show you how to change all that in this guide. Download the guide – it’s FREE!