Following up with new patient enquiries at a dental office
New patient enquiries are a dental practice's most valuable leads and the easiest to lose. How fast to reply, what to ask, how to follow up, and who should own each one.
Frontiva · · 3 min read
A new patient enquiry at a dental office should get a useful reply within minutes, one or two questions (new or existing, routine or something hurting, insurance plan), a clear next step to book, and a named person who owns it until it becomes an appointment or a clear no. Follow up once the next day and once later in the week, then stop. New patients are the practice's most valuable leads and the easiest to lose to the practice that answered first.
Why new patient enquiries are different
A new patient brings years of cleanings, treatment and referrals. They are also shopping: most people looking for a new dentist contact more than one practice. And they often write outside office hours.
The first reply
Answer their question, then ask what you need. "Yes, we accept Delta Dental PPO. Are you looking for a cleaning and checkup, or is something bothering you?" If something hurts, that is a same-day conversation for a person. If it is routine, send the booking link or offer to have the front desk call.
What to ask, and what not to
Ask: new or existing, routine or urgent, insurance plan, preferred days. Do not ask for medical history, Social Security numbers or insurance ID photos by text. Those belong in your intake forms.
Who owns it
One person, usually the front desk lead or a treatment coordinator. The enquiry should appear on their list with a due date, not in a shared inbox that everyone reads and nobody answers.
The follow-up
If they did not book:
- Next day: "Hi Maria, just following up. Would you like me to find you a time for a new patient visit?"
- Later that week: something useful, such as what a first visit includes or what to bring.
- Then stop. They know where you are.
What to measure
New patient enquiries per week, how many booked, and how long the first reply took. If enquiries are healthy and bookings are not, the problem is usually the reply or the follow-up, not the marketing.
Frequently asked questions
Should we quote prices to new patients by text?
Standard prices from your list (a new patient exam, a cleaning) are fine. Treatment costs depend on the exam and belong in the consultation.
What about emergencies from new patients?
Treat them as urgent, like any emergency. A new patient in pain who gets seen quickly often stays for years.
How do we know whether their insurance is accepted?
Keep your accepted plans as a list the whole team, and the AI, answer from. Verification of a specific patient's coverage stays with your team.
What Frontiva does here
In Frontiva every new contact becomes a lead with a visible score and an owner, with follow-up tasks and an overdue view, and the AI answers insurance and price questions from your approved facts. Questions about diagnoses or results are caught by a guardrail and handed to a person. See the dental page and AI receptionist for dental offices.