{"product_id":"patient-care-experience-pack","title":"Patient Care \u0026 Experience Pack 2026","description":"\u003cp\u003eA 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.\u003c\/p\u003e\n\u003cp\u003eThe 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.\u003c\/p\u003e\n\u003cp\u003e✔ Fully editable Microsoft Word format\u003cbr\u003e✔ 19 pages — 7 complete procedures, policies, templates, and scripts\u003cbr\u003e✔ Aligned with Privacy Act 1988 (Cth) and ADA Dental Complaints Panel guidelines\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\u003e1. Patient Complaints Policy\u003cbr\u003eA 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.\u003c\/p\u003e\n\u003cp\u003e2. Patient Complaint Procedure — Step by Step\u003cbr\u003eA 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.\u003c\/p\u003e\n\u003cp\u003e3. Complaint Letter Templates (3 letters)\u003cbr\u003eReady-to-use templates for: Acknowledgement of Complaint, Response to Service Complaint, and Extension of Time Notice — all with [SQUARE BRACKET] placeholders for easy customisation.\u003c\/p\u003e\n\u003cp\u003e4. Patient Flow Procedure — Arrival to Departure\u003cbr\u003eA 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.\u003c\/p\u003e\n\u003cp\u003e5. Courtesy Call Procedure\u003cbr\u003eA 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.\u003c\/p\u003e\n\u003cp\u003e6. Patient Exit Interview Procedure\u003cbr\u003eA 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.\u003c\/p\u003e\n\u003cp\u003e7. Failed to Attend (FTA) Management Procedure\u003cbr\u003eA 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.\u003cbr\u003e\u003c\/p\u003e","brand":"Resolve Dental Consultancy","offers":[{"title":"Default Title","offer_id":53695206261100,"sku":null,"price":59.0,"currency_code":"AUD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0988\/9657\/6876\/files\/photo_reception_4.png?v=1777692441","url":"https:\/\/www.resolvedentalconsultancy.com.au\/products\/patient-care-experience-pack","provider":"Resolve Dental Consultancy","version":"1.0","type":"link"}