One Simple Tactic to Increase New Patient Show Rates: A Personal Phone Call

The Frustration of New Patient No-Shows

Dental offices invest a significant amount of time, effort, and money into attracting new patients. Few things are more disheartening than when a new patient schedules an appointment and then does not show up. Unfortunately, this happens more often than most practices would like.

Is this simply the nature of some patients, or is there a way to reduce no-shows?

Why New Patients Do Not Show Up

To address the issue, we first need to understand why new patients fail to arrive for their appointments. In many cases, it comes down to one simple factor: they do not yet have a relationship with the practice.

A patient may have found the office through a Google search or scheduled an appointment after a brief phone call. Something during that interaction may have raised uncertainty or hesitation. After hanging up, they may continue searching for other practices and never call back to cancel the appointment they already made.

At its core, the problem is a lack of connection.

Building a Relationship Before the First Visit

If the absence of a relationship is the root cause of new patient no-shows, the solution becomes clear: establish a relationship before the patient ever walks through the door.

While this may seem difficult, there is a simple and effective way to do it: create direct contact between the doctor and the patient prior to the first visit. In my practice, I accomplish this by personally calling each new patient before their initial appointment.

Where the Idea Came From

This approach was inspired by my experiences with my mother and mother-in-law during their respective breast cancer treatments. I remember how reassuring it was for them to receive a phone call from their doctor the night before their first appointment. That call offered encouragement, optimism, and confidence that they were in good hands.

We applied the same tactic in my dental practice for many years and saw tremendous results in building early trust, care, and connection.

Why a Personal Call Stands Out

Appointment reminders are nothing new. Every dental practice uses them in some form. But imagine the impact on a new patient who receives a personal phone call or message directly from the dentist before their first visit.

It sends a clear message: the doctor cares.

A Simple Script That Works

The call does not need to be long or complicated. Keep it simple. Here is the script I use:

“Hi, Mrs. Jones. This is Dr. Katz. I always like to call guests before they come to our office for the first time to welcome you, introduce myself, and see if there is anything in particular that concerns you so we can be better prepared for your visit.”

Even Voicemails Make an Impact

When personally reaching out, there is a strong chance the patient will not answer the phone. However, leaving a voicemail still makes a powerful impression.

Patients often mention it when they arrive, saying things like, “Do you know the doctor called me last night? That was so nice. I really appreciated that.”

Differentiation Through Care

This simple phone call differentiates your practice from nearly every other interaction patients have had with dentists or physicians. Many patients are genuinely surprised.

“You’re the doctor calling me?” they ask.

“Yes,” I respond. “Of course I am. I do this because I care deeply about my patients.”

That moment of connection often makes all the difference.