Unscheduled treatment · 5-minute read
Unscheduled Dental Treatment: How to Find It, Prioritize It and Get It Booked
Every practice has treatment that was diagnosed, presented and never scheduled. Most of it isn't a "no." It's a "not now" that nobody followed up on. Here's how to turn that list into booked appointments.
How big is the gap?
Henry Schein One's 2024 benchmark put average case acceptance at 46%, compared with 83% for the top 10% of practices. The difference between those two numbers is mostly follow-up: who calls, how soon, and how many times.
Step 1: Run the report
Pull unscheduled treatment from the last 12 months in your practice management software. Include the procedure, fee, provider, date presented and any notes on why it wasn't booked.
Step 2: Prioritize by value and freshness
- Start with the last 90 days. The conversation is fresh and the clinical need is clear.
- Then the highest-value plans. Crowns, bridges and implants first.
- Flag anything urgent. Your clinical team should decide what needs a same-week call.
Step 3: Find out what held them back
Patients usually delay treatment for one of three reasons: cost, fear, or timing. The call's job is to find out which one, then address it.
"Hi [Patient], this is [Name] from [Practice]. Dr. [Last name] wanted us to check in about the [treatment] we talked about at your last visit. Is that still something you want to take care of?"
Cost: "Would it help if our office went over your insurance and payment options before you decide?"
Fear: "That's really common. I can make a note so the doctor walks you through what to expect first."
Timing: "We have [day] at [time] or [day] at [time]. Would one of those work, or is there a better week?"
Step 4: Book a time, not a callback
Ending with "call us when you're ready" usually means the patient won't. Offer two specific times. If neither works, book the follow-up call on a specific date.
Step 5: Keep the loop closed
Every unscheduled plan should have a next step and a date. Review the list weekly. When a plan has had three attempts with no answer, send a short letter or email and move it to a quarterly review.
See what your unscheduled treatment is worth
The free Schedule Leak Audit puts a number on your open treatment plans, overdue hygiene, cancellations and missed calls.
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