Stop ‘Ghosting’ Potential Patients: How to Convert More Inquiries into Appointments

This article originally appeared in March/2025 on DentistryToday.com.

Connecting with patients is always important, and while we often think about that in terms of personal relationships, it’s just as crucial in patient care. When someone reaches out to schedule an appointment or inquire about services, they’re looking for reassurance, guidance, and a reason to choose your practice. A delayed or impersonal response can leave them feeling overlooked—and more likely to book elsewhere.

If follow-ups aren’t your practice’s strong suit, you’re not alone. The good news is that small improvements in your process can make a big difference. Whether an inquiry comes in through an online form, email, or missed call, how your team responds can determine whether that patient books an appointment—or moves on.

Let’s explore how consistent, personalized follow-ups can help you build trust, strengthen relationships, and ultimately welcome new patients through your doors.

The High Cost of Poor Follow-Up

When patients search for a new dentist, they often consider multiple providers. If their research leads them to fill out an online form or leave a voicemail, that’s great news—they’re actively interested in moving forward. But if your team doesn’t respond quickly (or at all), you’re giving competitors the perfect opportunity to win them over.

Common follow-up mistakes that cost practices new patients include:

• Slow response times. If a patient submits a request and doesn’t hear back within 24–48 hours (or longer), they may assume the practice isn’t interested or is too busy to accommodate them.
• One-and-done outreach. A single call or email isn’t always enough. If the patient doesn’t answer or respond, they may need a second or third attempt before committing.
• Generic, impersonal responses. A templated email without warmth or personalization can make patients feel like just another number.
• No dedicated follow-up system. If multiple team members handle inquiries inconsistently, messages can get lost, and patients may never receive the response they’re looking for.

The solution? A structured, consistent, patient-centered follow-up process ensures every inquiry is acknowledged and nurtured. Small improvements in responsiveness, personalization, and persistence can make a significant impact—helping your practice convert more inquiries into scheduled appointments.

Best Practices for Following Up With Potential Patients

A well-organized follow-up system can significantly increase the number of new patients scheduling appointments. Here are key strategies to improve response times and engagement:

1. Respond Quickly—Ideally Within 5–15 Minutes
   Speed matters. Research across industries shows that responding within the first five minutes of an inquiry drastically increases conversion rates. Even if an immediate call isn’t possible, sending a quick, personalized message reassures the patient that their inquiry is important and that your team will be in touch soon.
2. Use Multi-Touch Follow-Up
   Many practices reach out once and stop if they don’t get a response. But persistence matters. Patients have busy schedules and may need multiple nudges before taking action. A three-touch system works best:
   1. Initial response: Call or text within minutes of receiving the inquiry.
   2. Second attempt: If there’s no response within 24 hours, follow up with a friendly email or text.
   3. Final check-in: A last follow-up 48–72 hours later shows persistence without being overbearing.
3. Personalize Responses
   Patients want to feel like their inquiry matters. Instead of sending a robotic “We received your message,” try something more engaging:
   “Hi [Patient Name], thanks for reaching out! We’d love to help with your smile goals. When would be a good time to chat about your options? We have openings this week—let us know what works for you!”
   A personal touch makes all the difference.
4. Make One Person (or a Small Team) Responsible for Follow-Ups
   When follow-ups fall under “whoever has time,” inquiries get lost. Assign one or two dedicated team members to manage and track all incoming leads. Checking messages multiple times a day ensures no opportunity slips through the cracks.

Automation Offers a Smarter Way To Handle Patient Inquiries

Even with the best intentions, manual follow-up can be inconsistent. Staff get busy, calls go unanswered, and potential patients move on. That’s where smart automation can help.

Some practices have streamlined their follow-up process using tools that:

• Automatically send personalized responses to new inquiries, ensuring no patient feels ignored.
• Keep track of lead status so patients don’t fall through the cracks.
• Allow staff to take over once the patient responds, ensuring human connection when it matters most.

The key is a balance between automation and personal follow-up. A system that handles initial outreach but still allows for real conversations can significantly improve new patient scheduling.

Are You Missing Out on Patients Who Are Ready to Book?

It’s easy to assume that if a patient doesn’t respond, they aren’t serious. But the reality is that many patients simply need better follow-up.

Take a step back and ask:

• How quickly does your practice respond to new patient inquiries?
• Are you following up more than once or stopping after the first attempt?
• Do you have a system in place to track and nurture leads?

If the answer to any of these is uncertain, now is the time to rethink your follow-up process. Small improvements in responsiveness, personalization, and persistence can translate into more scheduled appointments, stronger patient relationships, and long-term practice growth.