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  • Laryssa Loya

The Importance of the New Patient Call Experience From Orthodontic Consultants

As we continue to usher in 2024, we find ourselves amidst shifting shopping trends, and collectively adapting to the sobering truth of an economic downturn. The decrease in new patient exams prompts a pressing query: How best to navigate these circumstances? As Orthodontic Consultants we are here to help answer that question.


This month, we invite you to engage with us as we explore topics ranging from enhancing the new patient call experience to capitalizing on overlooked opportunities. So, let’s jump in.


To commence, let’s delve into the realm of the new patient call experience. Consider it akin to a first encounter, reminiscent of a blind date. In this initial interaction, both parties are unfamiliar with each other, emphasizing the importance of making a favorable impression to foster trust while simultaneously facilitating a mutual understanding of one another’s intentions.


As articulated by Simon Sinek, the essence lies not in what you do, but in WHY you do it. Thus, seizing the entirety of the new patient’s call, presents a crucial opportunity. It’s imperative to adhere to the new patient call scripting as it ensures consistency and professionalism in our communication. However, equally vital is the genuine conveyance of our office culture and personalities. We must strive to authentically connect with each caller, sharing our unique warmth and personable demeanor to forge meaningful connections that resonate beyond the script.


The pivotal elements of a new patient call experience are the following:

  1. Warm Welcome- begin the call with a friendly greeting to make the patient feel valued and comfortable from the outset. Can they hear the smile in your voice?

  2. Active Listening- pay close attention to the patient’s needs, concerns, and preferences, demonstrating empathy and understanding throughout the call. Are you asking them a question that they have already answered?

  3. Personalization- address the caller by name and tailor the conversation to their specific circumstances, showing genuine interest in their well-being.

  4. Clear Communication- clearly articulate information about services, procedures, scheduling, the doctor, the office/team and more importantly what they should expect the day of their appointment. Avoid technical orthodontic jargon and ensure comprehension.

  5. Empowerment- provide the caller with the knowledge and resources they need to make an informed decision, empowering them to take an active role in their treatment. Guide them to your website to learn more about the practice (this is also a great way to build your SEO).

  6. Follow-Up- conclude the call by expression appreciation for the patient’s time and confirming the next steps, reinforcing a commitment to their care and the scheduled appointment.


By incorporating these key components into the new patient call, you not only gather essential information, but you also cultivate a rapport that fosters trust and sets a positive tone for the patient's experience within the office.


Lastly, we invite you to indulge in a delightful and informative video that complements the insights shared within our blog regarding the new patient call experience. This video promises to not only entertain but also enrich your understanding, providing additional support for the concepts discussed.



We trust that you’ll discover this resource to be both enlightening and empowering, serving as a catalyst for ongoing enhancement within your office. May it inspire not only process improvement but also facilitate the growth and elevation of your practice.


Stay tuned for our forthcoming blog later this month, where we delve into the potency of a digital lead tracker and explore best practices to maximize your return on investment from digital leads.

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