Reception scripts for dental price enquiries
Plain, honest wording for the price questions reception teams hear every day: fixed prices, treatments that need an assessment, comparisons with other practices, payment plans and callers who want time to think.
Price questions are the most common new-patient call, and the easiest to handle badly. These scripts are starting points: replace the placeholders, adapt the wording to your practice, and practise them aloud.
The item has a fixed price
"A new-patient examination at [Practice] is £[price]. That includes [what is included]. I have [day] at [time] or [day] at [time]. Would either of those suit you?"
Why: Give the number straight away. Hesitating over a published price sounds like hiding it.
The price depends on an assessment (for example implants or aligners)
"Treatment for that usually costs between £[from] and £[to] at [Practice]. Where it falls depends on what the dentist finds at your consultation, so I would not want to guess for you."
"The consultation is £[price] and you will leave with a written plan and the exact cost. There is no obligation to go ahead. I can offer [day] or [day]."
Why: A range is honest and still useful. The consultation is the next step, not a commitment.
"Another practice quoted less"
"That is worth comparing carefully. It is worth checking what each quote includes, such as consultations, scans and follow-up visits. I am happy to send you the [Practice] price list in writing so you can compare like with like."
Why: Never criticise another practice. Help the caller compare properly instead.
"Do you offer payment plans?"
"[If you offer finance:] Yes, I can send you the details. The dentist will talk you through the options at your consultation, once you know the exact cost."
"[If you do not:] Not at the moment, but I can give you the full cost in writing so you can plan."
Why: Reception should not discuss credit terms in detail unless the practice has arranged for that.
"I need to think about it"
"Of course. Can I send you the prices by email so you have them? And would it help if I called you on [day] in case you have questions?"
Why: Time to decide is part of good practice, not an objection to overcome.
The principles behind them
- Prices are not a secret. The GDC expects prices to be displayed in reception and on the practice website, so that patients should not have to ask [1].
- The exact cost and options belong in the consultation, as part of consent, and patients must be given a reasonable amount of time to decide [2]. Reception never pushes for a decision.
- Every call ends with a next step: a booking, a written price list, or an agreed callback.
For the whole enquiry, from answering to follow-up, see the new-patient enquiry playbook.
Sources
- General Dental Council, Standards for the Dental Team, Principle 2: Communicate effectively with patients. Accessed 1 November 2026.
- General Dental Council, Standards for the Dental Team, Principle 3: Obtain valid consent. Accessed 1 November 2026.