Successfully training your patients and setting proper expectations strengthens the first impression of the practice.
When a patient calls into a dental practice to schedule an appointment, typically they’ll hope to schedule that appointment within 3 business days. If teams are able to get them scheduled within 3 days, they’ll typically see better results in patients’ showing up for their scheduled appointments.
Welcome Calls in the practice offer team members the opportunity to get to know the patient a bit better and to identify their “WHY” for coming into the practice. Dental care can be very emotional at times, so when you identify their “WHY”, it can help to lead them to an appointment.
What is a Welcome Call?
A welcome call is an opportunity for the front office team member or the person who will be consulting with the patient after their appointment to slip into discovery mode and gather important information from the patient. Team members should use this time to ask questions about what sort of treatment the patient is seeking if there are any barriers they may have come between them and their dental care and any other information that might be helpful.
Welcome Call Example
Call Handler (Meg): “Hi there, my name is Meg – I’m calling from SMC Dental in regards to the new patient appointment we’ve got scheduled for Daniel on Wednesday. I wanted to reach out and welcome you to the practice and see what’s bringing you in to see the doctor. Are you coming in for a check-up, are you having any pain? What’s going on?”
Daniel: “I’m having a lot of pain and need my tooth extracted as soon as possible.”
Call Handler (Meg): “Oh goodness, I’m so sorry to hear that! When you come in for your appointment, our doctor will take a look and see what they can do to help alleviate any of the pain and get you set up for an extraction if that’s what treatment is needed. Where’s that tooth located in your mouth? (i.e. upper left, lower right) And how long has the pain been going on?”
Daniel: “It’s on the bottom right and it’s been hurting for about 3 weeks now. I thought it would subside, but it’s just getting worse and worse, it’s been throbbing at night.”
Call Handler (Meg): “Wow, that has to be frustrating. You called the right place, our office will do everything they can to help get you out of pain. Daniel, I’m gathering this information to best prepare for your visit. Is there any dental insurance you’d like us to verify prior to your appointment?”
Daniel: “No not at this time.”
Call Handler (Meg): “Oh, no worries at all, Daniel. We’ve got team members in the practice who will sit down with you after your appointment and walk you through our accepted payment options and any alternative solutions they have available if needed. You’re in great hands!”
Daniel: “That’s great to hear, thanks Meg.”
Call Handler (Meg): “ Absolutely! Daniel, are there any questions or concerns you have regarding your upcoming appointment that I can answer for you?”
Daniel: “No not really. I’m good.”
Call Handler (Meg): “Great! Well if you think of anything in the meantime, feel free to give us a call at any time. Otherwise, our team is very excited to meet you on Wednesday at 2 pm! Thank you for your time today!”
Purpose of a Welcome Call
Welcome calls are a perfect opportunity to reset the tone for a patient’s first appointment with the practice and properly set their expectations for what they’re going to experience. We want to ensure that we provide them with the most positive and supportive experience possible.
Occasionally when new patients are scheduled, especially if a group has a call center receiving and scheduling appointments, they may not know exactly what to expect at that first visit. Dentistry can be intimidating for those that don’t speak the language. During the welcome call, the team member has the opportunity to reestablish expectations and set the patient up for success.
