The Ultimate Guide to Patient Retention for Dental Practices
- Patient Communication & Engagement
- 10/20/2025
- BY Leah Crites
Every dental practice wants (and needs) to attract new patients.
But here’s the truth:
Retaining those new patients is even more important.
Patient retention makes every marketing dollar and clinical hour count, with loyalty driving the majority of your practice’s production, referrals, reviews, and revenue.
The good news?
Patient retention isn’t luck. It’s built intentionally, from the first look at your website to the moment a new patient walks out the door–and everything in between. The strategies below show how to build trust, remove friction, and create a memorable experience that gives patients ample reasons to rebook.
First Impressions Are Key
Making a lasting positive first impression can go a long way with patients, as friendly and efficient care can turn an uncomfortable experience into a positive one. A patient’s first impression may even be online via your website, reviews, or social media.
The secret is in being available to have that first impression. Patients are more likely to inquire about appointments if they can easily find your contact information. Ensure your phone number is easy to find, accurate, and accessible on multiple platforms, including your Google Business Profile.
Friendliness Goes A Long Way
Training your team to treat patients with kindness and compassion is the first step to ensuring a positive first impression.
On the phone, have team members practice smiling as they speak to bring happiness into their voice. Your team can also convey friendliness through email and SMS communications with professionalism and an eager tone.
Effective Phone Call Practices
Knowing how to handle the phones, especially if your practice has a high volume of calls, is imperative to maintaining a good image in the eyes of your patients. Having good phone recall practices in place can be extremely helpful in helping your patients feel well looked after.
Additionally, if your practice experiences a high number of calls, ensure you have a proper system in place to avoid calls going to voicemail. If their initial connection is sent to voicemail, 87% of new patients won’t leave a message or even call back. Answering services or call centers can help in managing call volume.
Keep Calls Informative
Calls may not always be to book an appointment–there may be a potential patient on the other end looking for information before choosing a practice. In this case, your team should take these calls as an opportunity to create a positive first impression.
A patient may have questions about cost, insurance, or availability. Provide training to help your team feel confident navigating these inquiries successfully. If a patient isn’t ready to book, have your team direct them to the website, which should feature trust-building content, be easy to use, and have online scheduling capabilities.
Get to Know Your Patients
The best way to get patients to return is to ensure their time spent at your office is friendly, efficient, and informative. We recognize that all trips to the dentist may not be inherently pleasurable, but remembering their names and their stories can go a long way to easing any discomfort or fear.
There’s a reason many practices claim to “treat patients like family.” If your team has a great attitude and treats patients with kindness and compassion, they’re bound to have good experiences.
Smiles, eye contact, transparency, and noting patients’ important details can set a visit to your office apart from the rest.
Make Visits Memorable
Helping your patients have a pleasant and memorable experience can be the driving force for rebooking a follow-up appointment.
If patients are scheduled to arrive right at opening hours, open the door a few minutes early. Nothing says “rigid” like making your patients stand outside until 8 AM on the nose.
Branded lip balm for patients dealing with dry, cracked lips can be a huge relief. Additionally, offering your patients the freedom to freshen up and brush their teeth in the washroom before an appointment can help them feel more comfortable and welcomed.
Value Patients’ Time
It is important to remember that we are all humans with separate lives and commitments, so respecting your patients’ time will ensure they feel valued.
Offering flexible office hours available to the average working adult can quickly and seamlessly put you ahead of the game.
Make Scheduling Appointments Easy
Beyond having an open schedule with hours that suit the average 9-5er, providing the ability to schedule appointments online can make a world of difference. For some patients, it’s easier to plan with a few clicks of the mouse than to have a live phone conversation.
Some patients may feel the exact opposite. It is essential to have a variety of options for your patients so they can reach you when (and how) they want to.
Have Open Lines of Communication
The ability to communicate with your patients is paramount in ensuring your practice stays top of mind. Personalized text message reminders and email alerts can provide a no-obligation, gentle nudge to book that appointment.
Additionally, allowing patients to respond to reminders via SMS or email can lower the chances of them opening the message and forgetting about it by up to 50%.
Stay on Time to Improve Patient Retention
Having software that organizes and supports busy schedules can help day-to-day operations run smoothly and without hiccups.
If wait times are unavoidable, offer your patients things that will make their wait more enjoyable. Toys and coloring books for those with children can be a great addition to a waiting room. Offer your patients water, coffee, or tea while they wait. Having something to quench thirst and sip on can make a little bit of a wait much more enjoyable.
Increase Patient Retention with the Right Tools
Overall, being organized and considerate can positively impact how your patients feel about your practice. Using software that helps your practice run smoothly and efficiently empowers your team to focus on what matters most: building valuable connections and providing excellent patient care.
That’s why we built MaxAssist.
See firsthand how it can positively impact your practice by booking a demo today.
