Dental Recall Script: What to Say to Overdue Patients

It's 4:30 on a Thursday. The last patient has left, and the recall list is still open on the screen: 140 names, all overdue for a cleaning. You have time for maybe six calls before you lock up. A good dental recall script won't add hours to your day, but it makes every call, text and email count, because the patient knows what you want and can say yes in one step.

Below are the words to use for each channel, and what to say when the answer is "maybe".

What every recall message needs

Keep it short and keep it about the patient. Every message, on any channel, should have four things:

1. Their name and yours. "Hi Sarah, it's Dana from Lakeview Dental."
2. Why you're reaching out. "You're due for your cleaning."
3. One easy next step. Two times to pick from, or "reply and we'll find a time."
4. No guilt. Never "you haven't been in for 14 months." People already know, and shame makes them put it off again.

Dental recall script for the phone

Most recall calls go to voicemail, so have both ready.

If they answer:

"Hi Sarah, it's Dana from Lakeview Dental. I'm calling because you're due for your cleaning with Kim. I have Tuesday the 4th at 10 or Thursday the 6th at 3. Would one of those work?"

Offer two times, not "when are you free?" An open question makes people think about their whole calendar. Two choices make it a yes or no.

If you get voicemail:

"Hi Sarah, it's Dana from Lakeview Dental. You're due for your cleaning, and we'd love to see you. You can call us back at 519-555-0123, or just reply to the text I'm sending now. Have a good day."

Then send the text. Voicemails get ignored. Texts get read.

Text message script

A text should fit on one screen and be easy to answer.

"Hi Sarah, it's Lakeview Dental. You're due for your cleaning with Kim. Want us to book you in? Reply with a day that suits you, or call 519-555-0123."

Keep a second text ready for a week later if there's no answer:

"Hi Sarah, just checking in from Lakeview Dental. We still have openings for cleanings this month. Reply YES and we'll send you two times."

Two texts is enough. After that, wait until the next recall cycle.

Email script

Email works for patients who never answer the phone, and for the ones you only have an email for.

Subject: Time for your cleaning, Sarah

Hi Sarah,

You're due for your next cleaning at Lakeview Dental. Kim has openings on Tuesday mornings and Thursday afternoons this month.

Just reply to this email with a day that works, and we'll send you a time. Or call us at 519-555-0123.

See you soon, Dana, Lakeview Dental

Use a plain subject with their name. Leave out "Reminder!!" and "Don't miss out". Those read like ads.

What to say when a patient says maybe

Most patients don't say no. They say "not right now". Here's what to say back.

"I'll call you back to book."

"Of course. Would it help if I held Thursday at 3 for you, and you can tell me tomorrow if it doesn't work?"

"I'm busy right now."

"I understand. Is mornings or evenings usually easier for you? I'll look for something that fits."

"I need to check my insurance."

"Good idea. Your plan usually renews in January, so a visit before then often uses benefits you've already paid for. Want me to pencil in a time while you check?"

Only say the insurance line if it's true for that patient's plan. Your team knows which plans reset in January and which don't.

"I moved / I have a new dentist."

"Thanks for letting us know, Sarah. I'll take you off our recall list. Take care."

Then really take them off. Nothing hurts trust like a second call after someone told you they left.

Who to call first

With 140 names and six calls of time, order matters. Start with:

1. Patients who cancelled in the last few weeks and never rebooked. They wanted to come.
2. Patients just past their recall date. The habit is still there.
3. Patients overdue by a year or more. They need the softest message and the most patience.

A recall system that doesn't depend on 4:30 on a Thursday

The script is the easy part. The hard part is sending it to every overdue patient, every week, and answering when they write back.

This is the work Perbene does for clinics. You export your patient list from your practice software and load it in Perbene. Loading it sends nothing on its own. Perbene works out who is due for a cleaning or a check-up, invites each one back by text, or by email when there's no mobile number, with their name and the visit they're due for. You approve the message before anything goes out. When a patient replies, Perbene answers and books the visit into your calendar, in English or French.

See how Perbene works for clinics