How should a dental practice follow up after a treatment plan?

Make the next step clear and easy to choose

1. Record the agreed next step. Note whether the patient wants a written summary, a call, time to decide or no further reminders. Use the clinic's approved record.
2. Have a clinician approve clinical content. If a summary is needed, the treating team checks that it reflects the discussion and includes appropriate alternatives and questions. Do not let a general AI tool create an unchecked treatment recommendation.
3. Send a neutral prompt. A short message can say the team is available to discuss the plan or booking. Keep treatment details out of an unsecured channel and use a secure route for sensitive information.
4. Hand questions to a person. Cost, symptoms, risks, alternatives and suitability need the appropriate staff member or clinician. The automation should stop or pause when the patient responds or opts out.
5. Close the loop. Record the outcome and any requested next contact. Do not repeatedly pressure a patient who has declined or asked for space.

Can AI improve treatment acceptance?

A consistent process can help patients receive the information they need and reach the team with questions. Measure unanswered enquiries, response times, completed follow-ups and patient feedback before and after the change. Automation alone does not establish an increase in treatment acceptance; patient choice and clinical appropriateness remain central.

Ahpra's advertising guidance warns against creating unreasonable treatment expectations or encouraging unnecessary use of regulated health services. Patient communication should explain options without sales pressure.

What about cost estimates and health fund benefits?

Do not use an unverified rebate or gap estimate as a prompt to book. Item details, eligibility and out-of-pocket costs need to be checked in the practice's current systems by authorised staff. If the clinic offers payment options, explain their terms accurately and give the patient a way to discuss them. Avoid claiming a HICAPS, Medicare or health fund integration until it has been confirmed for the clinic's software and account.

How should patient data be handled?

Before connecting a follow-up tool, review the fields it receives, vendor access, storage, retention, training use and the clinic's patient notices and consent process. The OAIC's Guide to Health Privacy and Ahpra's AI guidance are useful starting points for this review. Staff should test the message with fictional data before any live patient data is used.

Related: appointment reminder workflow and common questions about dental AI.