Patient Care & Experience Pack 2026

A complete patient care and experience management system for Australian dental practices — covering patient complaints, patient flow, courtesy calls, exit interviews, and failed-to-attend management. Seven complete procedures, policies, templates, and communication scripts in one pack. Updated April 2026.

The patient experience is your most powerful marketing tool — and your greatest legal risk if managed poorly. This pack gives your front office team a clear, professional system for every patient interaction that matters most.

✔ Fully editable Microsoft Word format
✔ 19 pages — 7 complete procedures, policies, templates, and scripts
✔ Aligned with Privacy Act 1988 (Cth) and ADA Dental Complaints Panel guidelines
✔ 2026-compliant
✔ Instant digital download
✔ Single-practice licence

What's Included:

1. Patient Complaints Policy
A formal, ADA-aligned complaints policy — covering commitment standards, complaint types (Type 1 Clinical, Type 2 Service, Type 3 Mixed), timeframes (acknowledgement within 2 working days, response within 10), confidentiality obligations, and escalation to the ADA Dental Complaints Panel.

2. Patient Complaint Procedure — Step by Step
A complete complaint handling guide for reception and the Practice Manager — including scripts for handling verbal complaints, managing aggressive patients, investigation responsibilities, and record keeping requirements. Includes a Patient Complaint Record Form and Action Log.

3. Complaint Letter Templates (3 letters)
Ready-to-use templates for: Acknowledgement of Complaint, Response to Service Complaint, and Extension of Time Notice — all with [SQUARE BRACKET] placeholders for easy customisation.

4. Patient Flow Procedure — Arrival to Departure
A detailed patient flow procedure covering every touchpoint from arrival greeting through to checkout — including scripts for reception and clinical team, guidance on managing late-running clinicians, pre-booking next appointments, and the Resolve courtesy call reminder.

5. Courtesy Call Procedure
A complete post-appointment courtesy call system — when to call, method of contact (phone, SMS, email), phone scripts, voicemail scripts, SMS templates, and what to record in the patient's file. Includes guidance for Monday and Friday appointments.

6. Patient Exit Interview Procedure
A warm, structured procedure for when a patient requests a records transfer — including an exit interview script, how to handle complaints raised during exit calls, and a Patient Exit Monitor table for tracking monthly patient losses and trends.

7. Failed to Attend (FTA) Management Procedure
A complete FTA prevention and management system — booking scripts that create commitment, a 4-step confirmation process, 1st FTA response (call + letter template), 2nd FTA (cancellation fee schedule — $50/$75/$100), 3rd+ FTA (deposit at booking), and the Patient Dismissal Letter for chronic FTA patients.