After-Hours Guide
After-Hours Call Handling Guide for Dentists
When a patient has a throbbing toothache at 2 AM, they do not wait for your office to open at 9 AM. They call every dentist on Google until someone answers the phone. This guide helps you capture those $200 extractions and $1,500 crowns without sacrificing your sleep or family time.
The Triage Protocol: Emergency vs. Routine
Every after-hours call must be filtered by urgency. A 'true emergency' includes facial swelling that reaches the eye, uncontrolled bleeding after an extraction, or a tooth that has been knocked out (avulsed). These require immediate attention or a referral to the ER. 'Urgent' cases like a lost crown or a minor chip without pain can be scheduled for the next business day. By defining these categories, your staff or AI system can book a $100 limited exam for the morning instead of waking you up for a non-emergency.
Key takeaway: Filter calls into Emergency, Urgent, and Routine to protect your schedule.
Clear Communication on Emergency Fees
Patients are often surprised by the cost of after-hours care. To prevent 'no-shows' and payment friction, your phone script must be transparent. State clearly that an emergency exam and X-ray costs between $150 and $300, and that procedures like extractions ($200-$600) or pulpectomies ($250-$500) will be an additional charge. Providing these ranges upfront ensures that the people taking your emergency slots are serious and prepared to pay.
