One of the biggest failures in patient communication often occurs with the very first contact. If you're taking a call from a new patient and you simply make the appointment and sign off with “We'll see you then ...” you are missing out on an important opportunity to create value, set expectations and relieve patient anxiety.

Try something like this: “We really look forward to taking great care of you. To do that, it's important that you get to know us really well, and that we get to know you really well. So let me tell you what will happen during your first visit ...”

Provide them a brief preview summary that includes:

  • How you will share with the team any information you have just gathered so they can prepare in a personalized way
  • How they will be introduced to the team members
  • How they will be given a tour of the premises
  • How someone will work with them to get their medical and dental histories
  • The fact that their concerns and goals will be discussed
  • How the doctor will perform an exam and provide a summary of findings (not necessarily a treatment plan)

That is the first step in making a new patient start to feel comfortable, even before they arrive. It helps them understand why you are taking the time that you are, and it is an early opportunity to set the tone for the quality of care your practice provides.


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