Welcome to Dental Practice Optimization!

Trivia Question❓

Which airline introduced one of the world’s first frequent flyer programs in 1981, setting the standard for customer re-engagement strategies across industries?

Answer at the bottom of the newsletter

Reactivating Dormant Patients: Strategies to Fill Your Schedule Fast

Every dental practice has them—patients who came in once or twice, then disappeared. Maybe they missed a hygiene visit, got busy, changed insurance, or simply forgot to reschedule. These “dormant” patients represent a goldmine of untapped revenue and relationships. The good news? It’s far easier—and more cost-effective—to reactivate a past patient than it is to attract a brand-new one. The even better news? With the right systems in place, you can fill your schedule fast by bringing these patients back through your doors.

The first step is identifying who your dormant patients are. Run a report in your practice management software to find anyone who hasn’t been in for 12–24 months. Segment them based on procedure history, last hygiene visit, or treatment plans left incomplete. Prioritize those who were active patients with good case acceptance or those who had pending work.

Next, craft a personalized outreach campaign. Generic mass emails won’t move the needle. Instead, use language that’s warm, welcoming, and specific. For example: “Hi Sarah, we noticed it’s been a while since your last visit. We’d love to see you again and help keep your smile healthy. We’re holding spots this month for returning patients—can we find a time that works for you?” Pair this with a small incentive—like a complimentary whitening pen or priority scheduling—and you’ll boost your response rate.

Multi-channel outreach works best. Use a combination of text messages, emails, phone calls, and even postcards. Some patients respond to convenience, while others appreciate the personal touch of a live call. Have your front desk team follow up with genuine curiosity: “We just want to make sure everything’s okay and see how we can help you get back on track.”

For patients with incomplete treatment, be proactive. A message like “Dr. Smith asked me to reach out about the crown we discussed last year—are you still having any sensitivity there?” shows care and opens the door for re-engagement.

Finally, make it easy to say yes. Offer flexible scheduling, online booking links, and same-day availability where possible. Remove friction from the process, and your reactivation efforts will yield real results.

Dormant patients aren’t gone for good—they’re just waiting for the right invitation. With a smart, strategic approach, you can reconnect, rebuild trust, and revitalize your schedule with patients who already know and like you. Start reaching out today—the opportunity is sitting in your database.

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💡 Answer to Trivia Question:

American Airlines — it launched the AAdvantage program in 1981, becoming the first major frequent flyer program and sparking a global trend in customer loyalty rewards.

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