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Resolve Dental Consultancy
FTA Management Protocol 2026
FTA Management Protocol 2026
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$49.00 AUD
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$49.00 AUD
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FTA Management Protocol 2026 — The Complete System for Managing Failures to Attend and Short-Notice Cancellations in Australian Dental Practices
A 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.
The FTA Management Protocol 2026 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.
The protocol is structured across 6 parts:
Part 1 — Understanding the Real Cost of FTAs 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.
Part 2 — Prevention: Reducing FTAs Before They Happen 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.
Part 3 — Same-Day Gap Filling When an FTA or Cancellation Occurs 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.
Part 4 — Following Up After an FTA 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.
Part 5 — FTA and Short-Notice Cancellation Fees 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.
Part 6 — FTA KPIs and Reporting 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.
Ready-to-use scripts and templates included:
- 48-hour confirmation SMS template
- Morning confirmation call script (confirmed, cannot make it, voicemail)
- Short-notice list gap filling call script
- Outstanding treatment gap filling call script
- FTA follow-up call scripts (first FTA and repeat FTA)
- FTA letter / email template
- Cancellation policy script for new patient bookings
- Deposit request script for long appointments and chronic FTA patients
Who this is for:
- Practice Managers who want a written, consistent FTA management system across the whole team
- Front Office Coordinators who need clear scripts and processes for handling FTAs and cancellations
- Practice Owners who want to reduce revenue leakage from missed appointments
- Any practice where FTAs are handled inconsistently or not followed up at all
📄 Format: 11-page editable Microsoft Word document (.docx) — fully customisable with your practice name, dentist names, phone number, and fee amounts
⬇️ Instant digital download — available immediately after purchase
🦷 Built for Australian dental practices
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