One of the reasons patients leave a dental practice without an appointment is because of confusion and lack of clarity provided to that patient about what their next step is on their road to dental health.

When the next set of directions given by the dentist at the end of each appointment are unclear, vague, and wishy-washy, then the patient will not make a committed decision to complete their ongoing treatment.

If the instructions are vague, then patients will believe that their treatment is non-urgent, and so they will not commit to a time frame of getting that necessary treatment attended to.

Before the condition gets worse.

Which it will.

If we delay treating decay the decay spreads.

If we delay treating periodontal issues, then those issues will get bigger.

Dental conditions do not disappear magically by themselves.

As such, at the completion of every visit, the dentist must let the patient know what they will be coming back for next time, when that appointment needs to be, and what will happen if this treatment is delayed at all.

It is the dentist who must tell the patient these three things at the conclusion of every appointment.

It is the dentist’s role and duty to tell each patient.

These three things MUST BE said by the dentist. The patient will not consider their validity if they do not first hear these three things told to them by the dentist.

When a patient hears and understands these three key things each and every time they attend your dental practice, you will find an increased level of necessary urgency [for that dental treatment] will be created.

These three things are the centrepiece that your team need to be focused on receiving, to ensure that all patients will be returning to complete that treatment…


Dr. David Moffet BDS FPFA CSP is a certified CX Experience coach. David works with his wife Jayne Bandy to help SME businesses improve their Customer Service Systems to create memorable World Class experiences for their valued clients and customers. Click here to find out how David and Jayne can help your business