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Resolve Dental Consultancy
Recall System SOP
Recall System SOP
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$49.00 AUD
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$49.00 AUD
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Recall System SOP 2026 — Complete Standard Operating Procedure for Patient Recalls in Australian Dental Practices
A 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.
The Recall System SOP 2026 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.
This is not a general guide. It is a fully written, ready-to-implement SOP that your team can follow from day one.
What's included:
- Part 1 — Pre-Booking at Check-Out: The 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%+)
- Part 2 — The Recall Contact Sequence: A 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
- Part 3 — Lapsed Patient Reactivation: Clear criteria for when a patient is classified as lapsed and how to initiate the reactivation process, including monthly lapsed patient reporting
- Part 4 — Roles and Responsibilities: Exactly who does what — FOC, Practice Manager, Dental Assistant, Dentist/OHT, and Practice Owner — so there is no confusion and no gaps
- Part 5 — Recall KPIs and Accountability: Six key recall KPIs with targets, a daily/weekly/monthly reporting schedule, and guidance on where to find each metric in your practice management software
- Part 6 — Privacy and Compliance: Full compliance framework covering the Spam Act 2003, Privacy Act 1988, Australian Privacy Principles, opt-out requirements, and patient communication rules
Ready-to-use scripts and templates included:
- Pre-booking script for check-out
- 6-month automated SMS recall template
- 6-month recall email template (subject line + full body)
- Manual phone call script (live answer and voicemail)
- Second recall SMS template
Who this is for:
- Practice Managers who want a written, auditable recall SOP for their practice
- Front Office Coordinators responsible for daily recall calls and pre-booking
- Practice Owners who want to improve recall rates and reduce lapsed patients
- New dental practices setting up their recall system from scratch
Why this matters: 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.
Format: 9-page editable Microsoft Word document (.docx) — fully customisable with your practice name, PM name, and implementation date ⬇️ Instant digital download — available immediately after purchase
Built for Australian dental practices — compliant with the Spam Act 2003 and Privacy Act 1988
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