Missed-call callback workflow for dental practices
A simple, owned routine for calling back missed calls the same day: who checks, when to call, what to say on voicemail, how many attempts, and how to log the outcome.
A missed call from a new patient is often a booking that goes to the next practice on their list. The fix is not heroics at reception; it is a short routine that someone owns. Adjust the times to your practice, but keep the shape.
The routine
| When | Action | Owner |
|---|---|---|
| Every hour, in opening hours | Check missed calls and voicemail. Remove existing patients' admin calls to a separate list. | Reception lead |
| Within the hour, where possible | First callback to each unknown or new-patient number. | Whoever is free |
| If no answer | Leave a short voicemail with the practice name, your name and the number to call. | Same person |
| Later the same working day | Second attempt. | Reception |
| Next working day | Third attempt. If the practice texts patients, a short message saying you tried to call, with nothing promotional. | Reception |
| After the third attempt | Close the enquiry in the log with the reason: no answer. | Reception lead |
Voicemail and out of hours
- The out-of-hours message gives opening hours, the urgent care route for existing patients, and says new-patient calls are returned the next working morning.
- Voicemails left by callers are checked first thing, before the phones open if possible.
- Callback voicemails stay short and say nothing about the reason for the call beyond the practice name.
Logging
Every missed new-patient call gets a line in the enquiry log: time of call, attempts made, outcome. Without the log, nobody can tell whether the routine is working, and the same number gets called three times by three people. What to capture when you do get through is in the enquiry playbook.
Weekly review
Once a week, count missed new-patient calls, how many were reached, and how many booked. Put those figures into the missed-call opportunity calculator to see what the gap is worth, and whether more cover at busy times would pay for itself.