{"title":"Front of House","description":"\u003cp\u003e\u003cmeta charset=\"utf-8\"\u003e\u003cspan\u003eThe front desk is the first impression your practice makes — and the last. This collection gives your reception team the scripts, templates, checklists, and communication tools to handle every patient interaction with confidence and consistency. Built by Resolve Dental Consultancy with over 37 years of Australian dental industry experience. Fully editable Microsoft Word and Excel formats, instant digital download.\u003c\/span\u003e\u003c\/p\u003e","products":[{"product_id":"dental-glossary-2026-200-terms-in-plain-english-for-practice-managers-dental-teams","title":"Dental Glossary 2026","description":"\u003cp\u003eStop Googling dental terms mid-appointment. This plain-English glossary gives every member of your dental team — from the front desk to the dental chair — a clear, confident understanding of 200+ dental terms.\u003c\/p\u003e\n\u003cp\u003eWritten specifically for practice managers, dental assistants, receptionists, and support staff who need to understand clinical language without a dental degree. Every definition is written in plain English, with cross-references, alternative names, and ★ star ratings to highlight the terms most important for administrative team members.\u003c\/p\u003e\n\u003cp\u003e✔ Fully editable Microsoft Word format\u003cbr\u003e✔ Updated April 2026 — includes modern dentistry terms\u003cbr\u003e✔ Instant digital download\u003cbr\u003e✔ Single-practice licence\u003cbr\u003e✔ 24 pages | A to W | 200+ terms\u003c\/p\u003e\n\u003cp\u003eWhat's Included:\u003cbr\u003e• 200+ dental terms defined in plain English\u003cbr\u003e• Organised A to Z with quick-reference jump guide\u003cbr\u003e• ★ Star-marked terms most important for front desk and admin staff\u003cbr\u003e• Cross-references and alternative names for every term\u003cbr\u003e• Covers: anatomy, restorative, cosmetic, orthodontics, periodontics, oral surgery, radiology, endodontics, administrative terms, KPIs, and regulatory terms (AHPRA, HICAPS, health funds)\u003cbr\u003e• Includes modern terms: CBCT, clear aligner therapy, digital X-ray, FTA rate, and more\u003cbr\u003e\u003c\/p\u003e","brand":"Resolve Dental Consultancy","offers":[{"title":"Default Title","offer_id":53687169253740,"sku":null,"price":79.0,"currency_code":"AUD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0988\/9657\/6876\/files\/product_photo_reception.png?v=1777692442"},{"product_id":"front-office-coordinator-training-skills-competency-chart-dental-practice-2026","title":"Front Office Coordinator Training \u0026 Skills Competency Chart 2026","description":"\u003cp\u003eStop guessing whether your front office team is fully trained. This comprehensive competency chart gives you a structured, scored framework to assess, track, and develop every Front Office Coordinator in your dental practice — from day one through to full competency.\u003c\/p\u003e\n\u003cp\u003eWith 200+ individual skills assessed across 9 core competency areas, this chart covers everything from professional presentation and patient records through to HICAPS processing, telephone skills, treatment plan presentation, and WHS compliance. Includes both manager assessment and self-rating columns so staff take ownership of their own development.\u003c\/p\u003e\n\u003cp\u003eUpdated April 2026 — includes HICAPS, Medicare CDBS, DVA claims, and current Privacy Act 1988 requirements.\u003c\/p\u003e\n\u003cp\u003e✔ Fully editable Microsoft Excel format\u003cbr\u003e✔ 2026-compliant — includes current legislative and software requirements\u003cbr\u003e✔ Instant digital download\u003cbr\u003e✔ Single-practice licence\u003cbr\u003e✔ 200+ skills assessed across 9 competency areas\u003c\/p\u003e\n\u003cp\u003eWhat's Included:\u003c\/p\u003e\n\u003cp\u003e9 Competency Areas:\u003cbr\u003e• Professional Presentation \u0026amp; Workplace Standards\u003cbr\u003e• Patient Records \u0026amp; Clinical Administration (including HICAPS, Medicare CDBS, DVA)\u003cbr\u003e• Telephone \u0026amp; Communication Skills\u003cbr\u003e• Appointment Scheduling \u0026amp; Diary Management\u003cbr\u003e• Patient Experience \u0026amp; Service Excellence\u003cbr\u003e• Financial Administration \u0026amp; Payment Processing\u003cbr\u003e• Treatment Plan Presentation \u0026amp; Case Acceptance Support\u003cbr\u003e• WHS \u0026amp; Compliance Responsibilities\u003cbr\u003e• Team Communication \u0026amp; Practice Culture\u003c\/p\u003e\n\u003cp\u003eHow It Works:\u003cbr\u003eScore each skill 1–10 (10 = fully competent). Note training required, add coaching feedback, record next assessment date, and track manager and self-ratings side by side. Designed for monthly review with new staff and quarterly review with experienced staff.\u003c\/p\u003e\n\u003cp\u003eSuitable for:\u003cbr\u003e• New staff induction and onboarding\u003cbr\u003e• Performance reviews and appraisals\u003cbr\u003e• Identifying training gaps across the team\u003cbr\u003e• Setting development goals and tracking progress\u003cbr\u003e• Practice accreditation documentation\u003cbr\u003e\u003c\/p\u003e","brand":"Resolve Dental Consultancy","offers":[{"title":"Default Title","offer_id":53687250944364,"sku":null,"price":49.0,"currency_code":"AUD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0988\/9657\/6876\/files\/photo_reception_3.png?v=1777692441"},{"product_id":"foc-daily-opening-closing-checklist","title":"Daily Opening \u0026 Closing Checklist 2026 (CL1)","description":"\u003cp\u003eA comprehensive, print-and-use daily opening and closing checklist for Australian dental practices — covering every check required at the start and end of every clinical day. Part of the Resolve Dental Consultancy Practice Compliance Checklist Pack series.\u003c\/p\u003e\n\u003cp\u003ePrint one per day. The clinician opening the practice works through the morning list before the first patient. The last clinician out completes the closing list. Whoever performs the checks signs at the bottom — creating a daily record of compliance.\u003c\/p\u003e\n\u003cp\u003e✔ Fully editable Microsoft Word format\u003cbr\u003e✔ 5 pages — complete opening and closing checklist\u003cbr\u003e✔ Aligned with ADA Guidelines (AS\/NZS 5369:2023) for waterline flushing requirements\u003cbr\u003e✔ 2026-compliant\u003cbr\u003e✔ Instant digital download\u003cbr\u003e✔ Single-practice licence\u003c\/p\u003e\n\u003cp\u003eWhat's Included:\u003c\/p\u003e\n\u003cp\u003eMorning Opening Checklist (22 items)\u003cbr\u003eA systematic pre-patient check covering: alarm and premises, lights and climate control, reception area presentation, front door signage, computer systems and practice management software, phones and voicemail, HICAPS and EFTPOS terminals, appointment schedule review, recall confirmations, surgery setup, dental unit waterline flushing (minimum 2 minutes — ADA\/AS\/NZS 5369:2023 requirement), autoclave and steriliser check, ultrasonic cleaner, PPE supplies, emergency kit and medication expiry dates, AED\/defibrillator battery check, oxygen cylinder pressure, sharps containers, clinical waste bins, infection control consumables, equipment fault log, and daily team huddle.\u003c\/p\u003e\n\u003cp\u003eEnd-of-Day Closing Checklist (21 items)\u003cbr\u003eA systematic post-patient check covering: patient records and treatment notes, end-of-day production reconciliation, tomorrow's appointment review, surgery cleaning and disinfection, instrument transport to sterilisation, sterilisation cycle completion and logging, dental unit covers, waterline flushing (minimum 2 minutes), autoclave water reservoir, suction line cleaning, sharps bins, clinical waste segregation, amalgam separator, computer log-off, patient document security, practice management software backup, voicemail update, kitchen appliances, clinical area shutdown, practice lock-up, and security alarm arming.\u003c\/p\u003e\n\u003cp\u003eDaily Sign-Off\u003cbr\u003eSpace for the completing team member's name, signature, position, and date — creating a written daily record that opening and closing checks were completed.\u003c\/p\u003e\n\u003cp\u003eResolve Tip\u003cbr\u003eA practical note recommending that opening and closing responsibilities are rotated between senior team members so no single person carries the burden daily.\u003cbr\u003e\u003c\/p\u003e","brand":"Resolve Dental Consultancy","offers":[{"title":"Default Title","offer_id":53693939843436,"sku":null,"price":29.0,"currency_code":"AUD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0988\/9657\/6876\/files\/photo_reception_4.png?v=1777692441"},{"product_id":"foc-recall-appointment-book-audit","title":"Recall \u0026 Appointment Book Audit 2026 (CL7)","description":"\u003cp\u003eA structured monthly audit tool for Australian dental practices — covering appointment book performance and recall system health in a single review. Linked directly to Resolve Dental Consultancy KPIs 4 (New Patients) and 5 (Recall Pre-Booking Rate). Part of the Resolve Dental Consultancy Practice Compliance Checklist Pack series.\u003c\/p\u003e\n\u003cp\u003eThe recall system is the heartbeat of your practice. A patient who is properly recalled is a patient who is retained. A patient who is not recalled will drift — to a competitor or to no dentist at all. Pull these figures from your practice management software at the end of each month and enter results in the Resolve Dental Consultancy KPI Spreadsheet.\u003c\/p\u003e\n\u003cp\u003e✔ Fully editable Microsoft Word format\u003cbr\u003e✔ 4 pages — complete monthly recall and appointment book audit\u003cbr\u003e✔ Linked to Resolve Dental Consultancy KPIs 4 and 5\u003cbr\u003e✔ 2026-compliant\u003cbr\u003e✔ Instant digital download\u003cbr\u003e✔ Single-practice licence\u003c\/p\u003e\n\u003cp\u003eWhat's Included:\u003c\/p\u003e\n\u003cp\u003eSection 1 — Appointment Book Performance (13 metrics)\u003cbr\u003eA structured monthly metrics table with Resolve Dental Consultancy benchmarks for each metric:\u003cbr\u003e- Total appointments scheduled and attended\u003cbr\u003e- FTA count and FTA rate (target: \u0026lt;5%)\u003cbr\u003e- Same-day cancellations — tracked month-on-month\u003cbr\u003e- Surgery utilisation rate — all chairs (target: 85–95%)\u003cbr\u003e- Hygiene chair utilisation rate (target: 85–95%)\u003cbr\u003e- Total new patients seen — adults with comprehensive exam (target: 20–50+ per provider\/month)\u003cbr\u003e- New patients booked via online booking — tracked as % of total\u003cbr\u003e- Unbooked appointment time (hours) — reduce month-on-month\u003cbr\u003e- Average wait time for new patient appointment (target: under 7 days)\u003cbr\u003e- Emergency appointments (target: under 15% of total)\u003cbr\u003e- Incomplete treatment plans presented to patients — tracked and followed up monthly\u003c\/p\u003e\n\u003cp\u003eSection 2 — Recall System Health (10 items)\u003cbr\u003eA structured yes\/no checklist covering every element of a healthy recall system:\u003cbr\u003e- Recall pre-booking rate calculated and recorded in KPI Spreadsheet (target: \u0026gt;80%)\u003cbr\u003e- Patients due in next 30 days contacted — unbooked patients followed up\u003cbr\u003e- SMS recall reminders sent for all appointments\u003cbr\u003e- Phone call made as second contact for non-SMS responders\u003cbr\u003e- Overdue recall list reviewed — patients more than 6 months overdue contacted (minimum 20 per month)\u003cbr\u003e- Reactivation calls made to patients more than 18 months not seen\u003cbr\u003e- Recall intervals set correctly — high perio risk patients at 3–4 months\u003cbr\u003e- Incomplete treatment plan patients contacted to schedule outstanding work\u003cbr\u003e- FTA patients from this month contacted to rebook — reason for non-attendance noted\u003cbr\u003e- New patient source recorded for every new patient (how did you hear about us?)\u003c\/p\u003e\n\u003cp\u003eSection 3 — Actions Arising\u003cbr\u003eA clean action table for recording any issues identified and actions required — with columns for issue, action required, owner, and due date.\u003c\/p\u003e\n\u003cp\u003eMonthly Sign-Off\u003cbr\u003eSpace for the completing team member's name, signature, position, and date.\u003cbr\u003e\u003c\/p\u003e","brand":"Resolve Dental Consultancy","offers":[{"title":"Default Title","offer_id":53693960552812,"sku":null,"price":29.0,"currency_code":"AUD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0988\/9657\/6876\/files\/photo_staff_1on1.png?v=1777698012"},{"product_id":"foc-front-of-clinic-daily-task-checklist","title":"Front of Clinic Daily Task Checklist 2026","description":"\u003cp\u003eA complete weekly task accountability checklist for the Front Office Coordinator (FOC) in an Australian dental practice — 5 pages covering morning opening tasks, tasks during the day, end-of-day closing tasks, specific day tasks (Monday through Friday), and fortnightly and monthly tasks. Print one per week, complete daily, and present to the Practice Manager for sign-off every Friday.\u003c\/p\u003e\n\u003cp\u003eReception is the engine room of a dental practice. When the front desk runs to a consistent, documented standard — patients are confirmed, gaps are filled, accounts are reconciled, and nothing falls through the cracks. This checklist gives your FOC a clear, accountable daily framework and gives the Practice Manager a simple weekly sign-off tool.\u003c\/p\u003e\n\u003cp\u003e✔ Fully editable Microsoft Word format — or print and complete by hand\u003cbr\u003e✔ 5 pages — 5 task sections with Monday-to-Friday tick columns\u003cbr\u003e✔ Covers morning, during-day, and end-of-day tasks plus specific daily and monthly tasks\u003cbr\u003e✔ Includes FOC sign-off and Practice Manager sign-off at the end of each week\u003cbr\u003e✔ Includes a tasks-not-completed section with reason and action required\u003cbr\u003e✔ Instant digital download\u003cbr\u003e✔ Single-practice licence\u003c\/p\u003e\n\u003cp\u003eWhat's Included:\u003c\/p\u003e\n\u003cp\u003eMorning Opening Tasks (12 tasks)\u003cbr\u003eFloat and petty cash check, voicemail, emails and online enquiries (within 2 hours), schedule review and gap filling, patient confirmations, SMS reminders (2 days ahead), broken appointment follow-up, recall confirmation calls, lab jobs and referral letters with huddle sheets, daily huddle sheet preparation, equipment checks (EFTPOS, HICAPS, computers), and reception supply restock.\u003c\/p\u003e\n\u003cp\u003eTasks During the Day (10 tasks)\u003cbr\u003ePhone answering standard (within 3 rings), accounts and HICAPS processing, HICAPS slip filing, pre-booking next appointment for every patient before they leave, new patient satisfaction survey, Google review request SMS\/email (within 24 hours), document filing and scanning, urgent message actioning, TLC courtesy calls to patients seen yesterday, and cancellation waitlist management.\u003c\/p\u003e\n\u003cp\u003eEnd of Day Closing Tasks (10 tasks)\u003cbr\u003eDaily production and payment reconciliation, EFTPOS\/HICAPS\/cash balancing and banking, cash and petty cash lock-up, data backup confirmation, tomorrow's huddle sheet preparation, patient record closure, computer log-off, document security, front desk reset, and non-essential equipment switch-off.\u003c\/p\u003e\n\u003cp\u003eSpecific Day Tasks\u003cbr\u003eMonday — cancellation list review and outstanding Friday items. Tuesday — thank-you cards to referring patients. Wednesday — lab expense entry and Medicare\/CDBS reconciliation. Thursday — team meeting minutes distribution. Friday — timesheet confirmation, banking, and weekly checklist sign-off presentation to Practice Manager.\u003c\/p\u003e\n\u003cp\u003eFortnightly and Monthly Tasks\u003cbr\u003eFortnightly: overdue recall report and consumables stock check. Monthly: incomplete treatment report, waiting area magazine refresh, office spring clean, stationery order, patient record updates (addresses, phone numbers, health fund details), and Google Business Profile review.\u003c\/p\u003e\n\u003cp\u003eWeekly Sign-Off\u003cbr\u003eTasks not completed this week — task, reason, and action to be taken. FOC name and signature. Practice Manager sign-off and date.\u003cbr\u003e\u003c\/p\u003e","brand":"Resolve Dental Consultancy","offers":[{"title":"Default Title","offer_id":53695222710636,"sku":null,"price":29.0,"currency_code":"AUD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0988\/9657\/6876\/files\/product_photo_documents.png?v=1777691913"},{"product_id":"foc-new-patient-administration-checklist","title":"New Patient Administration Checklist 2026","description":"\u003cp\u003eA complete per-patient new patient administration checklist for Australian dental front desk teams — 6 pages, 40+ action items across 3 stages: at time of booking, on arrival, and after the appointment. Includes a patient details summary page for the file. Print one per new patient or complete digitally. CL9 in the Resolve Practice Compliance Checklist Pack. Version 2.0, April 2026.\u003c\/p\u003e\n\u003cp\u003eThe new patient experience sets the tone for the entire relationship. A consistent, warm, professional first impression — supported by correctly completed documentation — is both excellent customer service AND a compliance requirement.\u003c\/p\u003e\n\u003cp\u003e✔ Fully editable Microsoft Word format — or print one per new patient\u003cbr\u003e✔ 6 pages — 3-stage checklist plus patient details summary page\u003cbr\u003e✔ Yes \/ No tick columns with an Action Required \/ Notes column for every item\u003cbr\u003e✔ Covers booking, arrival, and post-appointment administration\u003cbr\u003e✔ Includes CDBS eligibility, HICAPS verification, Google review request, and referral source tracking\u003cbr\u003e✔ Instant digital download\u003cbr\u003e✔ Single-practice licence\u003c\/p\u003e\n\u003cp\u003eWhat's Included — 3 Stages + Summary:\u003c\/p\u003e\n\u003cp\u003ePart 1 — At Time of Booking (11 items)\u003cbr\u003eFull legal name, DOB and contact number in PMS, email address, private health fund details, Medicare card (CDBS eligibility for children aged 2–17), referral source recorded in PMS (critical for marketing KPI tracking), reason for attendance, correct appointment duration, confirmation SMS\/email, 48-hour reminder, what to bring, and referral letter request if applicable.\u003c\/p\u003e\n\u003cp\u003ePart 2 — On Arrival (11 items)\u003cbr\u003ePatient greeted by name within 30 seconds, waiting time communicated, medical history and health questionnaire completed, consent form signed and witnessed, Privacy Policy acknowledged, demographic details verified in PMS, HICAPS card swiped to confirm membership and benefits remaining, Medicare\/CDBS balance checked, emergency contact collected, referral letter scanned to record, and previous practice and last visit date noted.\u003c\/p\u003e\n\u003cp\u003ePart 3 — After the Appointment (11 items)\u003cbr\u003eAppointment type correctly coded in PMS, treatment plan presented and patient copy provided, estimated cost and health fund gap amounts calculated, payment collected and receipt issued, HICAPS claim processed, CDBS claim submitted if applicable, recall or next appointment pre-booked (target \u0026gt;80%), appointment reminder set up, Google review request sent within 48 hours, referral source confirmed in PMS, and new patient file complete with all signed documents scanned.\u003c\/p\u003e\n\u003cp\u003ePart 4 — Patient Details Summary\u003cbr\u003eA one-page patient details summary for the file — full name, DOB, address, phone, email, emergency contact, health fund, membership number, Medicare number, CDBS eligibility, referral source, referring provider, and date of first appointment. Includes formal sign-off.\u003cbr\u003e\u003c\/p\u003e","brand":"Resolve Dental Consultancy","offers":[{"title":"Default Title","offer_id":53698815918444,"sku":null,"price":49.0,"currency_code":"AUD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0988\/9657\/6876\/files\/photo_reception_4.png?v=1777692441"},{"product_id":"recall-system-sop","title":"Recall System SOP","description":"\u003cp\u003e\u003cmeta charset=\"utf-8\"\u003e\u003cspan\u003eRecall System SOP 2026 — Complete Standard Operating Procedure for Patient Recalls in Australian Dental Practices\u003c\/span\u003e\u003c\/p\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003eA full appointment book starts with a great recall system — and a great recall system starts with a written procedure that every team member follows, every time.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003eThe \u003cstrong\u003eRecall System SOP 2026\u003c\/strong\u003e is the complete standard operating procedure for managing patient recalls in an Australian dental practice. It covers every step of the recall process — from pre-booking at check-out through to lapsed patient reactivation — with ready-to-use scripts, SMS and email templates, KPI targets, role responsibilities, and a full privacy and compliance framework aligned to the Spam Act 2003 and the Privacy Act 1988.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003eThis is not a general guide. It is a fully written, ready-to-implement SOP that your team can follow from day one.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\u003cstrong\u003eWhat's included:\u003c\/strong\u003e\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cul\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003e\n\u003cstrong\u003ePart 1 — Pre-Booking at Check-Out:\u003c\/strong\u003e\u003cspan\u003e \u003c\/span\u003eThe gold standard recall strategy — with a pre-booking script, a target of 80% pre-booking at check-out, and a clear performance traffic light system (below 60% \/ 60–79% \/ 80%+)\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003e\n\u003cstrong\u003ePart 2 — The Recall Contact Sequence:\u003c\/strong\u003e\u003cspan\u003e \u003c\/span\u003eA 6-step sequence for patients not pre-booked, including automated SMS at 6 months, recall email, manual phone call at 8 weeks, second SMS, and second phone call — with ready-to-use scripts and templates for every touchpoint\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003e\n\u003cstrong\u003ePart 3 — Lapsed Patient Reactivation:\u003c\/strong\u003e\u003cspan\u003e \u003c\/span\u003eClear criteria for when a patient is classified as lapsed and how to initiate the reactivation process, including monthly lapsed patient reporting\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003e\n\u003cstrong\u003ePart 4 — Roles and Responsibilities:\u003c\/strong\u003e\u003cspan\u003e \u003c\/span\u003eExactly who does what — FOC, Practice Manager, Dental Assistant, Dentist\/OHT, and Practice Owner — so there is no confusion and no gaps\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003e\n\u003cstrong\u003ePart 5 — Recall KPIs and Accountability:\u003c\/strong\u003e\u003cspan\u003e \u003c\/span\u003eSix key recall KPIs with targets, a daily\/weekly\/monthly reporting schedule, and guidance on where to find each metric in your practice management software\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003e\n\u003cstrong\u003ePart 6 — Privacy and Compliance:\u003c\/strong\u003e\u003cspan\u003e \u003c\/span\u003eFull compliance framework covering the Spam Act 2003, Privacy Act 1988, Australian Privacy Principles, opt-out requirements, and patient communication rules\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\u003cstrong\u003eReady-to-use scripts and templates included:\u003c\/strong\u003e\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cul\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003ePre-booking script for check-out\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003e6-month automated SMS recall template\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003e6-month recall email template (subject line + full body)\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eManual phone call script (live answer and voicemail)\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eSecond recall SMS template\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\u003cstrong\u003eWho this is for:\u003c\/strong\u003e\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cul\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003ePractice Managers who want a written, auditable recall SOP for their practice\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eFront Office Coordinators responsible for daily recall calls and pre-booking\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003ePractice Owners who want to improve recall rates and reduce lapsed patients\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eNew dental practices setting up their recall system from scratch\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003eWhy this matters:\u003c\/strong\u003e The recall system is not just an administrative function — it is a clinical care system. Patients who attend regular recalls have better oral health outcomes, require less complex treatment, and generate more predictable revenue. A weak recall system has clinical consequences, not just financial ones. This SOP gives your team the structure, scripts, and accountability tools to run a recall system that actually works.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003eFormat:\u003c\/strong\u003e 9-page editable Microsoft Word document (.docx) — fully customisable with your practice name, PM name, and implementation date ⬇️ \u003cstrong\u003eInstant digital download\u003c\/strong\u003e — available immediately after purchase \u003c\/div\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003eBuilt for Australian dental practices\u003c\/strong\u003e — compliant with the Spam Act 2003 and Privacy Act 1988\u003c\/div\u003e\n\u003c\/div\u003e","brand":"Resolve Dental Consultancy","offers":[{"title":"Default Title","offer_id":53763384967532,"sku":null,"price":49.0,"currency_code":"AUD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0988\/9657\/6876\/files\/lifestyle_receptionist_patient_b6348943-6bfd-4fa8-9860-1800ad2520cd.jpg?v=1778745979"},{"product_id":"front-office-coordinator","title":"Front Office Coordinator Role Manual 2026","description":"\u003cp\u003e\u003cstrong\u003eFront Office Coordinator Role Manual 2026 — The Complete Reference Guide for Dental Front Office Excellence\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003eThe front desk is not just administration. It is the first impression, the last impression, and every impression in between. Research consistently shows that patients leave a dental practice not because of the clinical quality — they leave because of how they were treated at the front desk.\u003c\/p\u003e\n\u003cp\u003eThe \u003cstrong\u003eFront Office Coordinator Role Manual 2026\u003c\/strong\u003e is the complete reference guide for dental front office excellence in Australian dental practices. Written in plain language, packed with ready-to-use scripts, and covering every situation an FOC will face — from answering the phone to managing a complaint, processing a HICAPS claim to requesting a Google review — this manual gives your FOC the systems, standards, and confidence to do the role brilliantly from day one.\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eThe manual covers 9 sections:\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eSection 1 — The Role of the Front Office Coordinator\u003c\/strong\u003e\u003cbr\u003eWhat the FOC role actually is — patient experience management, schedule optimisation, revenue management, compliance, and communication hub. Includes the FOC Non-Negotiables: the daily standards that are expected without exception, including answering the phone within 3 rings, greeting every patient by name within 3 seconds, and maintaining a recall pre-booking rate above 80%.\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eSection 2 — Telephone Excellence\u003c\/strong\u003e\u003cbr\u003eHow to answer the phone, place callers on hold, handle new patient enquiries, manage price-shopping callers, respond to anxious patients, handle complaint calls, and take messages correctly. Includes word-for-word scripts for every scenario.\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eSection 3 — Patient Arrival and the Reception Experience\u003c\/strong\u003e\u003cbr\u003eThe 3-second rule, check-in procedure, managing running-late situations, waiting room presentation standards, and how to build genuine patient relationships that generate referrals. Includes conversation starters and the genuine interest approach.\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eSection 4 — Appointment Book Management\u003c\/strong\u003e\u003cbr\u003eScheduling principles, recall pre-booking, cancellation management, the short-notice list, and appointment confirmation scripts. Covers how to treat the appointment book as the revenue document it is.\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eSection 5 — Payments, Health Funds and Billing\u003c\/strong\u003e\u003cbr\u003eHICAPS claiming step-by-step, CDBS eligibility and claiming, DVA entitlements, payment plan escalation, and scripts for chasing outstanding balances — all with a clear payment philosophy that removes the awkwardness from financial conversations.\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eSection 6 — Patient Privacy and Records\u003c\/strong\u003e\u003cbr\u003ePrivacy Act 1988 and Australian Privacy Principles obligations in plain language, medical history form requirements, record accuracy standards, and the practical daily rules every FOC must follow without exception.\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eSection 7 — End of Day Procedures\u003c\/strong\u003e\u003cbr\u003eA complete end-of-day checklist covering schedule review, payment reconciliation, patient records, reception area reset, and security — so every day closes cleanly and tomorrow starts smoothly.\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eSection 8 — Google Reviews and Patient Feedback\u003c\/strong\u003e\u003cbr\u003eWhen and how to ask for a Google review, the word-for-word request script, AHPRA compliance rules for review requests, and how to flag new reviews to the Practice Manager for prompt response.\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eSection 9 — Professional Standards and Presentation\u003c\/strong\u003e\u003cbr\u003ePersonal presentation standards, professional conduct expectations, and a reminder that the waiting room always has an audience.\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eWho this is for:\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003eNew FOCs starting their first front office role in a dental practice\u003c\/li\u003e\n\u003cli\u003eExperienced FOCs who want a written reference guide for their workstation\u003c\/li\u003e\n\u003cli\u003ePractice Managers onboarding a new FOC or resetting front desk standards\u003c\/li\u003e\n\u003cli\u003eDental practices that want consistent, professional front office performance regardless of who is on the desk\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cstrong\u003eWhy this manual works:\u003c\/strong\u003e Most dental practices train their FOC verbally — which means standards vary by person, by day, and by how much the last person remembered to pass on. This manual puts everything in writing. It is the reference guide your FOC can reach for in any situation, the induction tool your PM can work through with every new team member, and the performance standard your practice can hold everyone to.\u003c\/p\u003e\n\u003cp\u003e📄 \u003cstrong\u003eFormat:\u003c\/strong\u003e 18-page editable Microsoft Word document (.docx) — fully customisable with your practice name, FOC name, and team details\u003cbr\u003e⬇️ \u003cstrong\u003eInstant digital download\u003c\/strong\u003e — available immediately after purchase\u003cbr\u003e🦷 \u003cstrong\u003eBuilt for Australian dental practices\u003c\/strong\u003e — Privacy Act 1988 and AHPRA compliant\u003c\/p\u003e","brand":"Resolve Dental Consultancy","offers":[{"title":"Default Title","offer_id":53763537142124,"sku":null,"price":79.0,"currency_code":"AUD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0988\/9657\/6876\/files\/photo_reception_5_11d64662-a494-4c66-970b-c7f14c8fd2c7.png?v=1778748269"},{"product_id":"fta-management","title":"FTA Management Protocol 2026","description":"\u003cp\u003e\u003cmeta charset=\"utf-8\"\u003e\u003cspan\u003eFTA Management Protocol 2026 — The Complete System for Managing Failures to Attend and Short-Notice Cancellations in Australian Dental Practices\u003c\/span\u003e\u003c\/p\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003eA practice with a 8% FTA rate running 5 chairs loses approximately $307,200 in production every year. Every percentage point reduction in your FTA rate goes directly to the bottom line — and most of it is preventable.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003eThe \u003cstrong\u003eFTA Management Protocol 2026\u003c\/strong\u003e is the complete system for managing failures to attend, late cancellations, and short-notice gaps in an Australian dental practice. It covers prevention, same-day gap filling, follow-up, FTA fees, chronic FTA management, and KPI tracking — with ready-to-use scripts, letter templates, and a clear decision framework for every scenario your team will face.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\u003cstrong\u003eThe protocol is structured across 6 parts:\u003c\/strong\u003e\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003ePart 1 — Understanding the Real Cost of FTAs\u003c\/strong\u003e A plain-language breakdown of exactly what your FTA rate is costing the practice in dollar terms — with a calculation framework to run with your team at your next meeting. Includes clear definitions for FTA, short-notice cancellation, late cancellation, chronic FTA patient, and gap filling.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003ePart 2 — Prevention: Reducing FTAs Before They Happen\u003c\/strong\u003e The four prevention mechanisms that produce the most consistent results: automated 48-hour confirmation SMS (with template), morning confirmation calls for unconfirmed appointments (with script), maintaining a short-notice availability list, and deposit policy for high-risk appointments — including a word-for-word script for requesting a deposit at the time of booking.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003ePart 3 — Same-Day Gap Filling When an FTA or Cancellation Occurs\u003c\/strong\u003e A step-by-step process for the first 15 minutes after a gap opens — marking the appointment correctly in software, working the short-notice list (with call script), following up outstanding treatment plans (with script), and using unfilled gaps productively rather than letting them become downtime.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003ePart 4 — Following Up After an FTA\u003c\/strong\u003e Every FTA requires a follow-up — a warm, genuine call within 24 hours (with separate scripts for first FTA and repeat FTA patients) and a same-day FTA letter or email (template included). Patients who receive a follow-up almost always rebook. Patients who don't, rarely return.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003ePart 5 — FTA and Short-Notice Cancellation Fees\u003c\/strong\u003e A complete decision framework for when to charge, when to waive, and how to communicate the policy — covering FTAs with no contact, same-day cancellations, late cancellations, genuine emergencies, and chronic FTA patients. Includes a script for stating the cancellation policy at the time of booking and guidance on how to inform patients before a fee can be applied.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003ePart 6 — FTA KPIs and Reporting\u003c\/strong\u003e Six key KPIs with targets: FTA rate (below 5%), short-notice cancellation rate (below 8%), gap fill rate (above 60%), FTA follow-up call completion rate (100%), 48-hour SMS confirmation send rate (100%), and chronic FTA patient count — with guidance on where to find each metric.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\u003cstrong\u003eReady-to-use scripts and templates included:\u003c\/strong\u003e\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cul\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003e48-hour confirmation SMS template\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eMorning confirmation call script (confirmed, cannot make it, voicemail)\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eShort-notice list gap filling call script\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eOutstanding treatment gap filling call script\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eFTA follow-up call scripts (first FTA and repeat FTA)\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eFTA letter \/ email template\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eCancellation policy script for new patient bookings\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eDeposit request script for long appointments and chronic FTA patients\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\u003cstrong\u003eWho this is for:\u003c\/strong\u003e\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cul\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003ePractice Managers who want a written, consistent FTA management system across the whole team\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eFront Office Coordinators who need clear scripts and processes for handling FTAs and cancellations\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003ePractice Owners who want to reduce revenue leakage from missed appointments\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eAny practice where FTAs are handled inconsistently or not followed up at all\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e📄 \u003cstrong\u003eFormat:\u003c\/strong\u003e 11-page editable Microsoft Word document (.docx) — fully customisable with your practice name, dentist names, phone number, and fee amounts\u003c\/div\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e⬇️ \u003cstrong\u003eInstant digital download\u003c\/strong\u003e — available immediately after purchase\u003c\/div\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e🦷 \u003cstrong\u003eBuilt for Australian dental practices\u003c\/strong\u003e\n\u003c\/div\u003e\n\u003c\/div\u003e","brand":"Resolve Dental Consultancy","offers":[{"title":"Default Title","offer_id":53764292837740,"sku":null,"price":49.0,"currency_code":"AUD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0988\/9657\/6876\/files\/photo_reception_1_6d6d01f5-c83e-46ef-8874-539c90350017.png?v=1778760181"},{"product_id":"foc-telephone-script-directory-2026","title":"FOC Telephone Script Directory 2026","description":"\u003cp\u003e\u003cspan\u003eThe Complete Telephone Script Guide for Australian Dental Practices\u003c\/span\u003e\u003c\/p\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003eEvery call your front desk receives is an opportunity — to book a new patient, to retain an existing one, to turn a complaint into loyalty, or to fill a gap in the schedule. But only if the person answering the phone knows exactly what to say.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003eThe \u003cstrong\u003eFOC Telephone Script Directory 2026\u003c\/strong\u003e is the complete telephone script guide for Australian dental practices — 19 pages of ready-to-use, AHPRA-compliant scripts covering every call type your FOC will ever receive. From a new patient asking about teeth whitening to an anxious caller who doesn't know where to start, from a CDBS enquiry to a patient disputing a bill — every scenario has a script, a set of follow-up questions, and a close that moves toward a booked appointment.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\u003cstrong\u003eThe directory is structured across 8 sections:\u003c\/strong\u003e\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003eSection 1 — The 7-Step First Contact Framework\u003c\/strong\u003e A universal structure for every first contact — greet, listen, acknowledge, inform, ask, offer, and close. Includes the non-negotiable rule: ask every new patient how they heard about the practice, and record it before the call ends.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003eSection 2 — General Enquiries\u003c\/strong\u003e Scripts for general treatment enquiries, compliments about the practice, and general pricing questions — including the golden rule on never quoting a price over the phone without the right caveats.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003eSection 3 — Treatment-Specific Scripts\u003c\/strong\u003e The most comprehensive section — word-for-word scripts for every major treatment enquiry your practice receives:\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cul\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eGeneral examination and check-up\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eTeeth whitening (including sensitivity, longevity, pregnancy, and breastfeeding questions)\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eComposite bonding and composite veneers\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003ePorcelain veneers (including the \"do you need to file teeth?\" and \"do I need braces first?\" questions)\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eInvisalign and orthodontics (including traditional braces)\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eDental implants, All-on-4, and dentures\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eDental emergencies\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eGum disease and hygiene appointments\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eSedation and dental anxiety (including happy gas and IV sedation)\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eX-rays (including during pregnancy)\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003eEach treatment section includes follow-up questions to keep the conversation going and always closes with an offer to book.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003eSection 4 — Health Funds, CDBS and Payments\u003c\/strong\u003e Scripts for private health fund enquiries, HICAPS benefit checks, Child Dental Benefits Schedule eligibility and coverage questions, DVA cardholder enquiries, and payment plan conversations — including how to handle cost concerns without losing the booking.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003eSection 5 — Booking and Consultation Scripts\u003c\/strong\u003e How to close a booking, handle a patient who isn't ready to commit, explain what a consultation involves, take a deposit over the phone, manage out-of-area enquiries, and handle referral questions.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003eSection 6 — Cancellations, No-Shows and the Short-Notice List\u003c\/strong\u003e Scripts for when a patient cancels, when they cancel with insufficient notice, when they don't show up (same-day and next-day follow-up), and when calling patients from the short-notice list to fill a gap.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003eSection 7 — Handling Complaints and Difficult Calls\u003c\/strong\u003e How to handle general complaints, clinical complaints, aggressive or demanding callers, and patients disputing a bill — with the golden rule: listen first, never argue, and escalate to the PM anything you cannot resolve in one call.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003eSection 8 — Closing Every Call\u003c\/strong\u003e Three closing scripts — for calls that end in a booking, calls that don't, and calls that involved a complaint — so every call ends positively and purposefully, regardless of how it started.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\u003cstrong\u003eWho this is for:\u003c\/strong\u003e\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cul\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eNew FOCs who need scripts to build confidence on the phone from day one\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eExperienced FOCs who want a written reference for less common or more difficult call types\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003ePractice Managers who want consistent telephone standards across the whole front desk team\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eDental practices that want to convert more enquiries into booked appointments\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003eWhy this directory works:\u003c\/strong\u003e Most FOCs learn to answer the phone by listening to whoever trained them — which means standards vary by person, by day, and by how much the last person remembered to pass on. This directory puts everything in writing. It is the reference guide your FOC can reach for in any situation, and the standard your practice can hold everyone to.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e📄 \u003cstrong\u003eFormat:\u003c\/strong\u003e 19-page editable Microsoft Word document (.docx) — fully customisable with your practice name, dentist names, phone number, and fee amounts\u003c\/div\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e⬇️ \u003cstrong\u003eInstant digital download\u003c\/strong\u003e — available immediately after purchase\u003c\/div\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e🦷 \u003cstrong\u003eBuilt for Australian dental practices\u003c\/strong\u003e — AHPRA advertising compliant\u003c\/div\u003e\n\u003c\/div\u003e","brand":"Resolve Dental Consultancy","offers":[{"title":"Default Title","offer_id":53788820308332,"sku":null,"price":79.0,"currency_code":"AUD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0988\/9657\/6876\/files\/photo_reception_5_11d64662-a494-4c66-970b-c7f14c8fd2c7.png?v=1778748269"},{"product_id":"patient-reactivation-pack-2026","title":"Patient Reactivation Pack 2026","description":"\u003cp\u003e\u003cmeta charset=\"utf-8\"\u003e\u003cspan\u003eThe Complete System for Bringing Lapsed and Inactive Patients Back to Your Dental Practice\u003c\/span\u003e\u003c\/p\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003eIn the average Australian dental practice, between 20% and 40% of registered patients have not been seen in over 12 months. These are patients who already know your practice, already trust your clinical team, and have already overcome the barrier of booking a dental appointment at least once. Reactivating them costs a fraction of acquiring a new patient — and 68% of lapsed patients cite \"they didn't contact me\" as the reason they haven't returned.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003eThe \u003cstrong\u003ePatient Reactivation Pack 2026\u003c\/strong\u003e is the complete system for bringing lapsed and inactive patients back to your practice — with a patient category framework, phone scripts, SMS templates, email templates, letter templates, a tracking register, and a weekly accountability system. Everything your team needs to run reactivation as a permanent, consistent part of the weekly workflow — not a one-off campaign when the schedule gets quiet.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\u003cstrong\u003eThe pack is structured across 8 parts:\u003c\/strong\u003e\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003ePart 1 — Why Reactivation Is the Fastest Revenue Your Practice Will Ever Generate\u003c\/strong\u003e The business case in plain numbers — including a worked example showing what a 30% lapse rate costs a 2,000-patient practice, and why reactivation is the highest-return activity available to a dental practice.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003ePart 2 — The Patient Category Framework\u003c\/strong\u003e A four-category classification system — Active (0–6 months), Lapsed (7–18 months), Inactive (19–36 months), and Deactivated (37+ months) — with guidance on how to run your database report, which category to start with, and why working from most recent lapse to oldest produces the fastest results.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003ePart 3 — The Reactivation Workflow\u003c\/strong\u003e A 4-prong approach covering preparation, verbal skills, accountability, and follow-up — with a step-by-step 5-contact sequence for lapsed patients (phone → SMS → second call → letter\/email → archive) and a separate workflow for incomplete treatment patients, including what to review in the patient file before picking up the phone.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003ePart 4 — Phone Scripts\u003c\/strong\u003e Word-for-word scripts for every patient type:\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cul\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eLapsed recall patient — first call and voicemail\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eIncomplete treatment — standard and urgent\/crown cases\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eInactive patient (19–36 months)\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eHandling patients who need to check their calendar\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003ePart 5 — SMS Templates\u003c\/strong\u003e Four ready-to-use SMS templates — lapsed recall, incomplete treatment, inactive patient, and an optional re-engagement offer for campaign use — with Spam Act 2003 compliance rules and character count guidance.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003ePart 6 — Email Templates\u003c\/strong\u003e Three complete email templates with subject lines — lapsed recall patient, incomplete treatment, and inactive patient — each under 200 words, with unsubscribe compliance and a single clear call to action.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003ePart 7 — Letter Templates\u003c\/strong\u003e Three short, warm letter templates for the final contact attempt — lapsed recall, incomplete treatment, and inactive patient database audit — each under 150 words, designed to convert rather than inform.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003ePart 8 — Tracking and Accountability\u003c\/strong\u003e A reactivation register template for recording every contact attempt (channel, date, and outcome), a weekly metrics table covering calls made, SMS sent, emails sent, letters sent, bookings generated, conversion rate, and estimated revenue value — and a monthly review framework for presenting reactivation results to the Practice Owner.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\u003cstrong\u003eWho this is for:\u003c\/strong\u003e\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cul\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003ePractice Managers who want a permanent, systematic reactivation process rather than ad-hoc campaigns\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eFront Office Coordinators responsible for recall and reactivation calls\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003ePractice Owners who want to understand the revenue sitting dormant in their patient database\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eAny practice that has not contacted its lapsed patients in the past 6 months\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003eWhy this pack works:\u003c\/strong\u003e Most practices do one reactivation campaign when the schedule gets quiet and then stop. The practices that grow consistently treat reactivation as a permanent system — a fixed part of the weekly FOC workflow, tracked and reviewed every single week. This pack gives you everything you need to build that system from day one.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e📄 \u003cstrong\u003eFormat:\u003c\/strong\u003e 16-page editable Microsoft Word document (.docx) — fully customisable with your practice name, dentist names, phone number, and contact details\u003c\/div\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e⬇️ \u003cstrong\u003eInstant digital download\u003c\/strong\u003e — available immediately after purchase\u003c\/div\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e🦷 \u003cstrong\u003eBuilt for Australian dental practices\u003c\/strong\u003e — Spam Act 2003 compliant, AHPRA advertising aware\u003c\/div\u003e\n\u003c\/div\u003e","brand":"Resolve Dental Consultancy","offers":[{"title":"Default Title","offer_id":53788924084588,"sku":null,"price":79.0,"currency_code":"AUD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0988\/9657\/6876\/files\/lifestyle_patient_survey_tablet.png?v=1779348851"},{"product_id":"new-patient-welcome-pack-2026","title":"New Patient Welcome Pack 2026","description":"\u003cp\u003e\u003cmeta charset=\"utf-8\"\u003e\u003cspan\u003eA Complete, Branded Welcome Pack Template for Australian Dental Practices\u003c\/span\u003e\u003c\/p\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003eThe moment a new patient walks through your door — or receives something from your practice before they arrive — they are forming an impression. A professionally designed, thoughtfully written welcome pack tells new patients exactly who you are, what to expect, and why they made the right choice.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003eThe \u003cstrong\u003eNew Patient Welcome Pack 2026\u003c\/strong\u003e is a complete, 11-page welcome pack template for Australian dental practices — ready to customise with your practice name, team details, services, and fees, and hand to every new patient from day one.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\u003cstrong\u003eThe pack covers 10 sections:\u003c\/strong\u003e\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003eCover Page\u003c\/strong\u003e A branded cover page with your practice name, tagline, and the patient's name and appointment details — personalised from the very first page.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003ePersonal Welcome Letter from the Principal Dentist\u003c\/strong\u003e A warm, professionally written welcome letter from the dentist — establishing trust, setting expectations, and communicating the practice's genuine commitment to patient care before the patient has even arrived.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003eAbout Our Practice\u003c\/strong\u003e Practice details, opening hours, parking and transport directions, accessibility information, and online booking — everything a new patient needs to find you and plan their visit.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003eMeet Our Team\u003c\/strong\u003e A team introduction page with a grid layout for the principal dentist, associate dentist, Practice Manager, Dental Assistant, Front Office Coordinator, and Hygienist\/OHT — with space for a photo and a personal fun fact for each team member. Patients choose a dentist because of the people.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003eOur Services\u003c\/strong\u003e A comprehensive services menu covering general and preventive dentistry, cosmetic dentistry, orthodontics, restorative dentistry, dental implants, and children's dentistry — fully customisable to match your practice's actual offering.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003eFees, Payments and Health Funds\u003c\/strong\u003e A transparent fee section covering the new patient consultation fee schedule, all payment options (EFTPOS, cash, payment plans, HICAPS), health fund information for all major funds, and the Child Dental Benefits Schedule (CDBS) — including a reminder to bring the Medicare card.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003eYour First Appointment — What to Expect\u003c\/strong\u003e A step-by-step guide to the new patient appointment experience — from what to bring and what happens during the visit through to what to expect after. Includes a clear statement that the practice will never pressure a patient to proceed with treatment at their first appointment.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003eFrequently Asked Questions\u003c\/strong\u003e Eight ready-to-customise FAQs covering booking, dental emergencies, check-up frequency, health fund cover, dental anxiety, cancellations, children, and payment plans.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003eYour Rights and Responsibilities\u003c\/strong\u003e A professional patient rights and responsibilities statement covering the practice's commitments to the patient and what the practice asks in return — including a privacy statement aligned to the Privacy Act 1988 (Cth) and the Australian Privacy Principles.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003eYour Feedback Matters\u003c\/strong\u003e A closing page inviting Google reviews, direct feedback, and patient satisfaction survey participation — with a QR code placeholder for the practice's Google review link.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\u003cstrong\u003eWho this is for:\u003c\/strong\u003e\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cul\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003ePractice Managers who want a professional, consistent welcome experience for every new patient\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003ePractice Owners who want new patients to feel genuinely welcomed and well-informed before their first appointment\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eNew dental practices setting up their patient onboarding materials from scratch\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eAny practice that currently hands new patients a plain health history form and nothing else\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003eWhy this matters:\u003c\/strong\u003e New patients decide whether to stay with a practice within the first few visits. A welcome pack that is warm, professional, and informative sets the tone for a long-term patient relationship. It reduces anxiety, builds trust, and demonstrates that your practice is organised, caring, and worth recommending to others.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e📄 \u003cstrong\u003eFormat:\u003c\/strong\u003e 11-page editable Microsoft Word document (.docx) — fully customisable with your practice name, team details, services, fees, and contact information. Designed to be printed and presented to every new patient, or sent digitally ahead of the first appointment.\u003c\/div\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e⬇️ \u003cstrong\u003eInstant digital download\u003c\/strong\u003e — available immediately after purchase\u003c\/div\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e🦷 \u003cstrong\u003eBuilt for Australian dental practices\u003c\/strong\u003e — Privacy Act 1988 compliant, CDBS and HICAPS ready\u003c\/div\u003e\n\u003c\/div\u003e","brand":"Resolve Dental Consultancy","offers":[{"title":"Default Title","offer_id":53788998697324,"sku":null,"price":49.0,"currency_code":"AUD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0988\/9657\/6876\/files\/lifestyle_patient_survey_tablet.png?v=1779348851"},{"product_id":"treatment-plan-presentation-scripts-2026","title":"Treatment Plan Presentation Scripts 2026","description":"\u003cp\u003e\u003cmeta charset=\"utf-8\"\u003e\u003cspan\u003eThe Complete Guide for FOC and TCO Teams to Present Treatment Plans with Confidence\u003c\/span\u003e\u003c\/p\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003eCase acceptance is not a sales metric. It is a clinical outcome metric. When a patient declines treatment they need, their health suffers. The gap between a patient who understands their treatment plan and says yes — and one who leaves confused and never books — is almost always the conversation at the front desk.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003eThe \u003cstrong\u003eTreatment Plan Presentation Scripts 2026\u003c\/strong\u003e is the complete guide for Front Office Coordinator and Treatment Coordinator teams to present treatment plans with clarity, confidence, and genuine care — covering in-person scripts, phone follow-up scripts, objection handling, cost conversations, a language guide, and a case acceptance tracking dashboard.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\u003cstrong\u003eThe guide is structured across 5 parts:\u003c\/strong\u003e\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003ePart 1 — The Philosophy Behind Treatment Plan Presentation\u003c\/strong\u003e The mindset shift that changes everything: this is not sales, it is patient care. Covers the four things practices with the highest case acceptance rates have in common — Prepare, Educate, Empathise, Close — and the AHPRA compliance rules for what FOC and TCO team members can and cannot say when presenting a treatment plan.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003ePart 2 — In-Person Treatment Plan Presentation\u003c\/strong\u003e A complete 6-stage in-person framework:\u003c\/div\u003e\n\u003c\/div\u003e\n\u003col\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003e\n\u003cstrong\u003ePrepare before the patient reaches the desk\u003c\/strong\u003e\u003cspan\u003e \u003c\/span\u003e— what to review in the 60 seconds before the conversation starts, and why preparation is everything\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003e\n\u003cstrong\u003eOpen with warmth — not the bill\u003c\/strong\u003e\u003cspan\u003e \u003c\/span\u003e— the exact opening scripts for coming from the surgery to the desk, with clear examples of what to say and what to avoid\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003e\n\u003cstrong\u003eExplain the treatment — then the reason — then the cost\u003c\/strong\u003e\u003cspan\u003e \u003c\/span\u003e— the WHAT \/ WHY \/ WHAT IF sequence that significantly increases case acceptance, with full scripts for a single crown and a multi-item treatment plan\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003e\n\u003cstrong\u003eIntroduce the cost with confidence\u003c\/strong\u003e\u003cspan\u003e \u003c\/span\u003e— how to state the fee clearly and calmly, health fund language (including the rule on never guaranteeing a rebate amount), and the HICAPS conversation script\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003e\n\u003cstrong\u003eAsk for the booking\u003c\/strong\u003e\u003cspan\u003e \u003c\/span\u003e— the exact closing scripts for a standard booking and for a patient who wants to think about it, plus the rule on always offering two specific appointment times\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003e\n\u003cstrong\u003eSend the written treatment plan\u003c\/strong\u003e\u003cspan\u003e \u003c\/span\u003e— a ready-to-use follow-up email template with subject line, treatment summary format, and health fund rebate language\u003c\/li\u003e\n\u003c\/ol\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003ePart 3 — Phone Follow-Up Scripts for Outstanding Treatment\u003c\/strong\u003e Scripts for following up patients who have been given a treatment plan but have not booked:\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cul\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eFirst follow-up call — within 2 weeks of appointment\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eSecond follow-up call — 4 to 6 weeks after appointment, for treatment with genuine clinical urgency\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\u003cstrong\u003eObjection Handling — 6 ready-to-use responses for the most common patient objections:\u003c\/strong\u003e\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cul\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003e\"It's too expensive right now\"\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003e\"I need to check with my husband\/wife first\"\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003e\"I'm not sure I really need it done right now\"\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003e\"I had a bad experience at the dentist before\"\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003e\"I'll call back to book\"\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003e\"I'm getting a second opinion\"\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003ePart 4 — Language Guide: Words That Build Trust\u003c\/strong\u003e A 10-swap language guide showing exactly which words and phrases to avoid and what to use instead — covering cost language, clinical recommendation language, anxiety language, and closing language. Small language changes with a disproportionate impact on patient response.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003ePart 5 — Tracking Case Acceptance\u003c\/strong\u003e A weekly case acceptance tracking dashboard with 7 metrics — treatment plans presented, same-day booking rate (target above 60%), follow-up calls made, bookings generated from follow-up, total treatment plan value presented, total value booked, and overall case acceptance rate (target above 70%).\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\u003cstrong\u003eWho this is for:\u003c\/strong\u003e\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cul\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eFront Office Coordinators responsible for presenting treatment plans and following up outstanding treatment\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eTreatment Coordinators who want a structured, scripted approach to case acceptance conversations\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003ePractice Managers who want a consistent, AHPRA-compliant treatment plan presentation system across the whole team\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003ePractice Owners who want to improve case acceptance rates without pressuring patients\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e📄 \u003cstrong\u003eFormat:\u003c\/strong\u003e 11-page editable Microsoft Word document (.docx) — fully customisable with your practice name, dentist names, phone number, and fees\u003c\/div\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e⬇️ \u003cstrong\u003eInstant digital download\u003c\/strong\u003e — available immediately after purchase\u003c\/div\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e🦷 \u003cstrong\u003eBuilt for Australian dental practices\u003c\/strong\u003e — AHPRA advertising compliant\u003c\/div\u003e\n\u003c\/div\u003e","brand":"Resolve Dental Consultancy","offers":[{"title":"Default Title","offer_id":53789011804524,"sku":null,"price":49.0,"currency_code":"AUD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0988\/9657\/6876\/files\/photo_dental_5.png?v=1777692442"},{"product_id":"new-patient-conversion-tracker-2026","title":"New Patient Conversion Tracker 2026","description":"\u003cp\u003e\u003cmeta charset=\"utf-8\"\u003e\u003cspan\u003eA 4-Tab Excel Workbook to Track New Patient Enquiries, Treatment Acceptance, and Referral Source Performance\u003c\/span\u003e\u003c\/p\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003eMost dental practices know how many new patients they see each month. Very few know how many enquiries they received, how many of those booked, how many attended, how many accepted treatment, and where the rest dropped off. That gap in data is costing practices real revenue — and they have no idea where to fix it.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003eThe \u003cstrong\u003eNew Patient Conversion Tracker 2026\u003c\/strong\u003e is a ready-to-use Excel workbook that tracks every new patient from first enquiry through to treatment completion — with a treatment acceptance tracker by dentist and treatment type, a referral source performance comparison, and automatic monthly summary calculations. One workbook, updated daily by the FOC, reviewed monthly by the PM.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\u003cstrong\u003eThe workbook contains 4 tabs:\u003c\/strong\u003e\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003eTab 1 — New Patient Conversion\u003c\/strong\u003e Track every new patient enquiry from first contact through to treatment completion. One row per patient, recording: date, how they heard about the practice, enquiry type, whether an appointment was booked, whether it was attended, whether a treatment plan was presented, whether it was accepted, whether treatment was started, whether it was completed, whether a referral was given, and the stage at which the patient dropped off if they did not proceed. The monthly summary section calculates automatically: total enquiries, enquiry-to-booking rate, treatment acceptance rate, patients who completed treatment, and referrals generated.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003eTab 2 — Treatment Acceptance\u003c\/strong\u003e Track every treatment plan presentation by date, patient ID, dentist, and treatment category — with fee estimate, same-day acceptance, follow-up outcome, and reason for decline if applicable. The summary calculates acceptance rates and total treatment value presented vs accepted. Designed to be reviewed with each dentist in their monthly one-on-one.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003eTab 3 — Referral Source Performance\u003c\/strong\u003e A monthly source comparison table covering 10 referral sources — Google Search\/Maps, Google Reviews, patient referral, GP\/specialist referral, social media, walk past\/signage, health fund provider list, community event\/sponsorship, website\/online booking, and other. Records enquiries, bookings made, booking rate, treatment plans accepted, and acceptance rate per source. Tells you which marketing activities and referral sources actually deliver quality patients — not just volume.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003eTab 4 — How to Use\u003c\/strong\u003e A plain-language guide to using the workbook — including the four key monthly metrics to review (enquiry-to-booking conversion rate target above 80%, treatment plan acceptance rate target above 70%, top 2 referral sources by conversion, and the stage where most patients are dropping off) and four tips for success covering who updates what and when.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\u003cstrong\u003eWho this is for:\u003c\/strong\u003e\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cul\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003ePractice Managers who want data-driven insight into new patient conversion and treatment acceptance\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eFOCs responsible for tracking new patient enquiries and following up outstanding treatment plans\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003ePractice Owners who want to know which marketing channels are actually delivering quality patients\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eAny practice that currently has no system for tracking where new patients are lost in the journey from enquiry to treatment completion\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e📄 \u003cstrong\u003eFormat:\u003c\/strong\u003e Microsoft Excel workbook (.xlsx) — 4 tabs with automatic monthly summary calculations, ready to use from day one\u003c\/div\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e⬇️ \u003cstrong\u003eInstant digital download\u003c\/strong\u003e — available immediately after purchase\u003c\/div\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e🦷 \u003cstrong\u003eBuilt for Australian dental practices\u003c\/strong\u003e\n\u003c\/div\u003e\n\u003c\/div\u003e","brand":"Resolve Dental Consultancy","offers":[{"title":"Default Title","offer_id":53789054468460,"sku":null,"price":29.0,"currency_code":"AUD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0988\/9657\/6876\/files\/lifestyle_recall_system_computer_5c1c28df-4d04-4d0e-a9e3-eaf2116dd3cc.png?v=1779349200"},{"product_id":"appointment-book-management-sop-2026","title":"Appointment Book Management SOP 2026","description":"\u003cp\u003e\u003cmeta charset=\"utf-8\"\u003e\u003cspan\u003eThe Complete System for Building, Protecting, and Optimising the Dental Appointment Book\u003c\/span\u003e\u003c\/p\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003eEvery dollar your dental practice earns flows through the appointment book. Every patient experience is shaped by what is in it. Every dentist's day rises or falls based on how it is built. And yet most practices treat the appointment book as something that fills itself — waiting for patients to call, accepting gaps reactively, and losing $500–$1,000 every time a chair sits empty for an hour.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003eThe \u003cstrong\u003eAppointment Book Management SOP 2026\u003c\/strong\u003e is the complete system for building, protecting, and optimising the dental appointment book — from booking standards and confirmation protocols through to same-day gap management, pre-booking, daily book reviews, and a full KPI tracking framework.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\u003cstrong\u003eThe SOP is structured across 7 parts:\u003c\/strong\u003e\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003ePart 1 — Why the Appointment Book Is a Leadership Responsibility\u003c\/strong\u003e The business case for a proactive appointment book system — with a side-by-side comparison of a reactive practice versus a proactive one. A reactive practice looks at the book each morning and reacts. A proactive practice reviews the book 2–3 days ahead, works an active short-notice list, and pre-books 80%+ of recalls at check-out. This SOP builds the second practice.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003ePart 2 — Booking Standards\u003c\/strong\u003e Five non-negotiable booking standards covering: confirming the correct appointment length before booking (with a ready-to-use appointment length reference guide to complete with your dentist), collecting complete patient information, strategic scheduling principles, and the booking close script — \"I have Tuesday at 10am or Thursday at 2pm — which works better for you?\"\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003ePart 3 — The Confirmation System\u003c\/strong\u003e A 5-step confirmation sequence from booking through to 90 minutes before the appointment — with an automated SMS template, a confirmation phone call script, and clear guidance on what to do when a patient cannot be confirmed by 90 minutes before their appointment time.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003ePart 4 — Same-Day Gap Management\u003c\/strong\u003e The 15-minute gap response rule — a gap is an emergency that needs a response within 15 minutes, not an hour. Covers the short-notice availability list (how to build it, how to maintain it, and how to use it), a 5-step gap response process, and the short-notice call script.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003ePart 5 — Pre-booking and Recall Integration\u003c\/strong\u003e The pre-booking target is 80% — 8 in 10 patients must leave with their next appointment booked. Covers the pre-booking check-out script, how to handle patients who say they'll call later, and the dentist briefing strategy — \"The dentist sets it up, the FOC closes it.\"\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003ePart 6 — The Daily Book Review\u003c\/strong\u003e The 20-minute afternoon habit that separates high-performing practices from reactive ones — a two-day-ahead review and a next-day review, with a step-by-step checklist for each. Practices that do this consistently have fewer surprises, fewer FTAs, and higher average daily production.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003ePart 7 — Appointment Book KPIs\u003c\/strong\u003e Six weekly KPIs with targets — pre-booking rate (80%+), FTA rate (below 5%), same-day cancellation rate (below 8%), chair utilisation rate (85%+), gap fill rate (70%+), and book fill rate two weeks out (80%+). Includes a ready-to-use weekly tracking table to copy into your KPI workbook.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\u003cstrong\u003eReady-to-use scripts and tools included:\u003c\/strong\u003e\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cul\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eAppointment length reference guide (complete with your dentist)\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eBooking close script — two-option offer\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eBooking confirmation script\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eAutomated SMS confirmation template\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eConfirmation phone call script\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eShort-notice call script\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003ePre-booking check-out script\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eTwo-day-ahead and next-day review checklists\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eWeekly KPI tracking table\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\u003cstrong\u003eWho this is for:\u003c\/strong\u003e\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cul\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003ePractice Managers who want a written, consistent appointment book management system across the whole FOC team\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eFront Office Coordinators who want clear standards, scripts, and processes for every booking scenario\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003ePractice Owners who want to reduce FTAs, increase pre-booking rates, and maximise chair utilisation\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eAny practice where the appointment book is managed reactively rather than proactively\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e📄 \u003cstrong\u003eFormat:\u003c\/strong\u003e 10-page editable Microsoft Word document (.docx) — fully customisable with your practice name, dentist names, appointment lengths, and phone number\u003c\/div\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e⬇️ \u003cstrong\u003eInstant digital download\u003c\/strong\u003e — available immediately after purchase\u003c\/div\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e🦷 \u003cstrong\u003eBuilt for Australian dental practices\u003c\/strong\u003e\n\u003c\/div\u003e\n\u003c\/div\u003e","brand":"Resolve Dental Consultancy","offers":[{"title":"Default Title","offer_id":53830229066092,"sku":null,"price":49.0,"currency_code":"AUD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0988\/9657\/6876\/files\/lifestyle_manager_reception_desk_35f49cd2-1a67-46bb-8420-bb4ad8b939f2.jpg?v=1780298119"},{"product_id":"end-of-day-cash-banking-sop-2026","title":"End-of-Day Cash \u0026 Banking SOP 2026","description":"\u003cp\u003e\u003cmeta charset=\"utf-8\"\u003e\u003cspan\u003eThe Complete Daily Reconciliation Procedure for Australian Dental Practices\u003c\/span\u003e\u003c\/p\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003eA daily end-of-day reconciliation is not just an administrative task — it is the practice's financial health check. Done correctly, it tells you what the practice collected today, whether the systems balance, whether there are any unexplained discrepancies, and whether the bank deposit matches what was taken in. Done inconsistently or not at all, it leaves the practice exposed to cash discrepancies, HICAPS errors, and financial blind spots that accumulate over time.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003eThe \u003cstrong\u003eEnd-of-Day Cash \u0026amp; Banking SOP 2026\u003c\/strong\u003e is the complete daily reconciliation procedure for cash, EFTPOS, HICAPS, and Medicare payments in an Australian dental practice — with a 7-step reconciliation process, a discrepancy procedure, a ready-to-use Daily Balance Sheet template, and record retention guidance.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\u003cstrong\u003eThe SOP is structured across 4 parts:\u003c\/strong\u003e\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003ePart 1 — Why a Daily Reconciliation Matters\u003c\/strong\u003e The business case for a written, consistent end-of-day procedure — and the dual oversight principle: cash handling is a high-risk area for small businesses, and proper procedures protect both the practice and the staff member. Includes a clear payment type reference table covering cash, EFTPOS, HICAPS, Medicare\/CDBS, and account\/payment plan — what must balance for each.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003ePart 2 — The 7-Step End-of-Day Reconciliation Procedure\u003c\/strong\u003e A complete, step-by-step reconciliation process to be followed every day the practice operates, without exception:\u003c\/div\u003e\n\u003c\/div\u003e\n\u003col\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003ePrint the PMS day report — the definitive record of what the system says was received\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eCount the cash — twice, in a private area, subtracting the float to get day's cash takings\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eSettle the EFTPOS terminal — print the settlement receipt and reconcile against the PMS\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eSettle and reconcile HICAPS — including handling of HICAPS rejections (which must be resolved on the day)\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eReconcile Medicare and CDBS claims — noting that Medicare payments arrive 1–2 business days after the claim\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eComplete the Daily Balance Sheet — single-page summary signed off by the FOC and reviewed by the PM\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003ePrepare and complete the banking — including the non-negotiable rule: do not leave large amounts of cash on the premises overnight\u003c\/li\u003e\n\u003c\/ol\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003ePart 3 — Discrepancy Procedure\u003c\/strong\u003e A clear, tiered response framework for every discrepancy level:\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cul\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003e±$0–$2.00: Record and monitor\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003e±$2.01–$10.00: Recount and recheck, notify PM if unresolved\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003e±$10.01–$50.00: Full investigation before banking, PM review required\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eAbove ±$50.00: Stop, notify PM immediately, do not bank until investigated, notify Practice Owner if cause cannot be identified\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003eIncludes the seven most common causes of discrepancies — almost always a training issue or process gap, not dishonesty.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003ePart 4 — Daily Balance Sheet Template\u003c\/strong\u003e A ready-to-use Daily Balance Sheet covering all payment types, variance columns, float count, banking deposit amount, and signature blocks for the FOC and PM. Includes record retention guidance — retain all balance sheets, EFTPOS receipts, HICAPS reports, and bank deposit receipts for a minimum of 7 years.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\u003cstrong\u003eWho this is for:\u003c\/strong\u003e\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cul\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003ePractice Managers responsible for financial oversight and daily reconciliation sign-off\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eFront Office Coordinators who complete the end-of-day reconciliation\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003ePractice Owners who want a written, auditable daily cash management procedure\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eAny practice that currently reconciles inconsistently or has experienced unexplained cash discrepancies\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e📄 \u003cstrong\u003eFormat:\u003c\/strong\u003e 7-page editable Microsoft Word document (.docx) — fully customisable with your practice name and responsible person details; Daily Balance Sheet designed to be printed fresh each day or used as a recurring digital template\u003c\/div\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e⬇️ \u003cstrong\u003eInstant digital download\u003c\/strong\u003e — available immediately after purchase\u003c\/div\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e🦷 \u003cstrong\u003eBuilt for Australian dental practices\u003c\/strong\u003e — covers HICAPS, Medicare Online Claiming, and CDBS\u003c\/div\u003e\n\u003c\/div\u003e","brand":"Resolve Dental Consultancy","offers":[{"title":"Default Title","offer_id":53830403785068,"sku":null,"price":29.0,"currency_code":"AUD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0988\/9657\/6876\/files\/lifestyle_manager_laptop_review_2e1250e7-2757-4585-af2b-66853b222868.jpg?v=1780299272"},{"product_id":"health-fund-hicaps-claiming-guide-2026","title":"Health Fund \u0026 HICAPS Claiming Guide 2026","description":"\u003cp\u003e\u003cmeta charset=\"utf-8\"\u003e\u003cspan\u003ehe Complete Staff Reference Guide for Processing Health Fund, Medicare, CDBS, and DVA Claims in Australian Dental Practices\u003c\/span\u003e\u003c\/p\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003eEvery FOC team member who works at a dental reception desk needs to understand how health fund claiming works — not just how to swipe the card, but what each funding stream covers, what to do when HICAPS is declined, how to check CDBS eligibility, and what DVA patients need. Most practices train their FOC verbally on this. This guide puts it all in writing.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003eThe \u003cstrong\u003eHealth Fund \u0026amp; HICAPS Claiming Guide 2026\u003c\/strong\u003e is the complete staff reference guide for processing health fund claims, Medicare, CDBS, and DVA payments in an Australian dental practice — covering the full Australian health funding landscape, step-by-step HICAPS claiming, ADA item number reference, CDBS eligibility checking and claiming, Medicare CDM plans, and DVA Gold and White Card claiming. Suitable for both new FOC team members and experienced staff needing a refresher.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\u003cstrong\u003eThe guide is structured across 5 parts:\u003c\/strong\u003e\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003ePart 1 — The Australian Health Funding Landscape\u003c\/strong\u003e A clear, plain-language overview of every funding stream an FOC will encounter — private health insurance (HICAPS), Medicare CDBS, Medicare Chronic Disease Management plans, DVA Gold and White Card, self-funded patients, and payment plans (Afterpay, Zip, DentiCare). Presented as a reference table covering who each stream covers, how it works, and exactly what the FOC does.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003ePart 2 — HICAPS: The Private Health Claiming System\u003c\/strong\u003e A complete 7-step HICAPS claiming procedure at checkout — including what to watch for at each step, how to handle HICAPS declines and rejections (the most common cause: annual limit exceeded), and how to run HICAPS estimates before the appointment so patients know their gap payment in advance. Includes the key patient communication script for declined claims and the non-negotiable rule: always process the gap payment after HICAPS, not before.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003ePart 3 — ADA Item Numbers\u003c\/strong\u003e A practical FOC reference table covering 16 of the most commonly used ADA item numbers — examinations (011, 012, 013), radiographs (022, 037), hygiene (111, 114, 121, 131, 141), restorations (311, 322), crowns (521), and extractions (615, 631). Includes the non-negotiable compliance rule: never enter an item number for a service not actually provided — this is fraudulent claiming and a serious offence.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003ePart 4 — Medicare and CDBS\u003c\/strong\u003e Step-by-step CDBS eligibility checking (via PMS, HPOS, or Medicare phone), processing a CDBS claim including assignment of benefit form requirements, and what to do when the child has no remaining CDBS balance. Covers Medicare Chronic Disease Management plans — referral requirements, registration, bulk-billing vs gap-billing, and MBS item numbers.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003ePart 5 — DVA Claiming\u003c\/strong\u003e Gold Card vs White Card coverage explained, prior approval requirements for major prosthetic work, how to submit DVA claims, the DVA fee schedule rule (the practice cannot charge more than the DVA scheduled fee for DVA-covered treatment), and record retention requirements.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\u003cstrong\u003eWho this is for:\u003c\/strong\u003e\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cul\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eNew FOC team members being trained on health fund claiming for the first time\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eExperienced FOCs who want a written reference for less common claiming scenarios (DVA, CDM, CDBS)\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003ePractice Managers who want a written, consistent claiming reference that every FOC team member can access\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eAny practice that currently trains health fund claiming verbally with no written guide in place\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e📄 \u003cstrong\u003eFormat:\u003c\/strong\u003e 7-page editable Microsoft Word document (.docx) — fully customisable with your practice name and team details; designed to be printed and kept at the reception desk as a daily reference\u003c\/div\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e⬇️ \u003cstrong\u003eInstant digital download\u003c\/strong\u003e — available immediately after purchase\u003c\/div\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e🦷 \u003cstrong\u003eBuilt for Australian dental practices\u003c\/strong\u003e — covers HICAPS, Medicare Online Claiming, CDBS, CDM, and DVA\u003c\/div\u003e\n\u003c\/div\u003e","brand":"Resolve Dental Consultancy","offers":[{"title":"Default Title","offer_id":53830433800556,"sku":null,"price":29.0,"currency_code":"AUD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0988\/9657\/6876\/files\/photo_staff_1on1_a19cee0a-fc67-48e3-afa4-13ec2277e50a.png?v=1780299446"},{"product_id":"short-notice-cancellation-sop-2026","title":"Short-Notice Cancellation SOP 2026","description":"\u003cp\u003e\u003cmeta charset=\"utf-8\"\u003e\u003cspan\u003eThe Complete Procedure for Managing Same-Day Cancellations and Filling Gaps in an Australian Dental Practice\u003c\/span\u003e\u003c\/p\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003eA short-notice cancellation is not just an inconvenience. It is a revenue event. When a patient cancels with less than 24 hours' notice, the practice has a chair that is empty, a dentist who is paid regardless, and clinical overhead that does not stop. For a single-chair practice, an unfilled one-hour gap typically represents $200–$500 in lost production. The difference between practices that manage this well and those that accept it as inevitable is a system.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003eThe \u003cstrong\u003eShort-Notice Cancellation SOP 2026\u003c\/strong\u003e is the complete procedure for managing same-day cancellations and short-notice gaps in an Australian dental practice — from the moment the cancellation call comes in to the gap being filled. It covers the cancellation call script, the 15-minute gap response protocol, the short-notice list, overdue recall gap filling, cancellation fee policy, and a weekly tracking log.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\u003cstrong\u003eThe SOP is structured across 5 parts:\u003c\/strong\u003e\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003ePart 1 — Why This Procedure Exists\u003c\/strong\u003e The business case for a written cancellation management system — with four key performance metrics every practice should track: same-day cancellation rate (target below 8%), gap fill rate (target 70%+), response time to start working a gap (within 15 minutes), and FTA rate (target below 5%). Includes the non-negotiable 15-Minute Rule: an unfilled gap that is not actively worked within the first 15 minutes will almost certainly not be filled.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003ePart 2 — Receiving the Cancellation Call\u003c\/strong\u003e A 4-step cancellation call procedure covering exactly what to say and do from the moment the call arrives:\u003c\/div\u003e\n\u003c\/div\u003e\n\u003col\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eReceive the call warmly — never make the patient feel guilty for cancelling\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eRebook before ending the call — always offer two specific times (never ask open questions)\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eOffer the short-notice list while you have them — turning a cancellation into a short-notice list addition\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eLog the cancellation and notify the PM within 5 minutes\u003c\/li\u003e\n\u003c\/ol\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003eIncludes the complete cancellation call script, the rebook script, and the short-notice list offer script.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003ePart 3 — Filling the Gap\u003c\/strong\u003e The 15-Minute Gap Response Protocol — a 3-step process to work through in sequence:\u003c\/div\u003e\n\u003c\/div\u003e\n\u003col\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eCheck the short-notice availability list first — with a complete short-notice call script\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eIf the short-notice list is exhausted, work the overdue recall list — with an overdue recall short-notice call script\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eIf the gap cannot be filled — use the time productively (dentist: clinical records; DA: sterilisation and stock; FOC: recall calls and treatment plan follow-ups)\u003c\/li\u003e\n\u003c\/ol\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003ePart 4 — Cancellation Policy and Late Fees\u003c\/strong\u003e A plain-language guide to cancellation fees in Australian dental practice — what is legally required for enforcement (disclosure before booking, on the website, in the welcome pack, and in confirmation messages), how to set a defensible fee amount, exemption guidelines, and when to apply discretion. Includes a fillable cancellation policy section for the practice to complete. Closes with the most effective deterrent to repeat cancellations: a direct, kind conversation — not a fine.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003ePart 5 — Cancellation Tracking Log\u003c\/strong\u003e A ready-to-use weekly cancellation log and monthly summary dashboard — tracking total cancellations, short-notice cancellations, FTAs, gaps filled, and cancellations rebooked against targets. Reviewed by the PM weekly to identify systemic patterns.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\u003cstrong\u003eWho this is for:\u003c\/strong\u003e\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cul\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003ePractice Managers who want a written, consistent short-notice cancellation system across the whole FOC team\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eFront Office Coordinators who need clear scripts and a defined process for every cancellation scenario\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003ePractice Owners who want to reduce revenue leakage from unfilled gaps\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eAny practice where short-notice cancellations are handled inconsistently or gaps are left unfilled because no one knows whose job it is to fill them\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e📄 \u003cstrong\u003eFormat:\u003c\/strong\u003e 8-page editable Microsoft Word document (.docx) — fully customisable with your practice name, PM name, cancellation policy details, and fee amounts\u003c\/div\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e⬇️ \u003cstrong\u003eInstant digital download\u003c\/strong\u003e — available immediately after purchase\u003c\/div\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e🦷 \u003cstrong\u003eBuilt for Australian dental practices\u003c\/strong\u003e\n\u003c\/div\u003e\n\u003c\/div\u003e","brand":"Resolve Dental Consultancy","offers":[{"title":"Default Title","offer_id":53830692307308,"sku":null,"price":49.0,"currency_code":"AUD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0988\/9657\/6876\/files\/lifestyle_manager_reception_desk_75946e5f-fc12-4329-9bfc-f14732b4e5c1.jpg?v=1780300992"}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0988\/9657\/6876\/collections\/photo_reception_3.png?v=1777863889","url":"https:\/\/www.resolvedentalconsultancy.com.au\/collections\/front-of-house.oembed","provider":"Resolve Dental Consultancy","version":"1.0","type":"link"}