WELCOME • CONSULT • PLAN
The Main Event
Learn how to create a welcoming open day that flows smoothly, gives patients time to explore their options and leaves everyone clear on the next steps.
WELCOME • CONSULT • PLAN
The Main Event
Learn how to create a welcoming open day that flows smoothly, gives patients time to explore their options and leaves everyone clear on the next steps.
FROM FIRST WELCOME TO NEXT STEPS
A Clear Journey for Every Patient
Prepare a welcoming practice and brief everyone on their role. Follow the agreed patient journey, from arrival and scans to consultation and next steps. Give patients time to ask questions and discuss treatment and costs without pressure.
Explain the refundable booking deposit under the agreed terms, keeping it separate from treatment or offer-reservation payments. Make each payment’s purpose and refund conditions clear. Finish with a written plan where appropriate, a named contact and an agreed follow-up.
01 · THE DAY ITSELF
One agreed journey.
Every patient.
The patient journey should already be planned, agreed and understood before the event. Follow that structure on the day. Do not independently change the offer, pricing, deposits or handovers.
Protect the experience and the diary.
Clear ownership keeps patients supported and appointments moving. Make every handover warm and personal.
THE PATIENT’S PATH THROUGH YOUR PRACTICE
01 · Welcome
Front of house greets the patient, checks them in and explains what happens next.
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02 · Scans & photographs
The agreed team member completes the planned records before the consultation, where appropriate.
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03 · Dentist consultation
Focus on assessment, treatment planning, questions and rapport.
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04 · TCO & next steps
A named person explains finance and the agreed deposit options, then records the patient’s decision.
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05 · A considered farewell
Share written next steps, confirm follow-up and offer their goody bag. Nobody leaves unsure who to contact.
02 · SMALL GIFT, BIG IMPRESSION
A thoughtful goody bag.
For less than £10.
Useful little extras can make patients feel welcomed and appreciated. Keep it simple, beautifully presented and relevant to their care.
It is the thought that counts.
A personal thank-you and clear next steps can mean more than an expensive gift.
WHAT CAN I PUT IN MY GOODY BAG?
£8.50
Illustrative budget per bag
Toothbrush ................................ £1.50
Travel toothpaste ....................... £1.00
Floss or interdental product ...... £2.00
Lip balm .................................... £1.50
Bag + tissue + thank-you card ... £1.50
Care guide + next-step card ........ £1.00
Useful. Personal. Memorable.
Add your practice contact details and a handwritten thank-you. Choose oral-care items with your clinical team.
Example allocation, not supplier quotes. Check bulk costs, VAT and delivery to keep the total below £10.
03 · BEFORE THE DOORS OPEN
Set the scene.
Set your team up to succeed.
A little preparation makes the day feel effortless. Create a welcoming space, check every patient is ready and give each team member a clear role.
Start with a 10-minute team huddle.
Walk through the diary, handovers and who to call if something needs attention.
Your ready-to-go checklist
✦ The space
Thoughtful décor, clear signage, a tidy reception and prepared refreshments.
✦ The patients
Send reminders with the time, location, arrival instructions and anything they need to bring. Confirm attendance and flag outstanding queries.
✦ The materials
Pack goody bags. Check treatment information, consent forms, payment arrangements and equipment are ready.
✦ The team
Agree who welcomes, scans, consults, explains finance and sees each patient out.
04 · TODAY’S EVENT. TOMORROW’S CONTENT.
You are already creating
the perfect backdrop.
Your Open Day is a ready-made opportunity to capture fresh content for future ads and social posts, without arranging another event. Plan small filming moments throughout the day.
Assign one content champion.
Give them a simple shot list. Capture genuine moments without interrupting consultations or patient care.
CONSENT FIRST. CAMERA SECOND.
Know who you can capture.
Send your agreed media-consent form ahead of the event and arrange for it to be signed before filming. Record each person’s choice so the content lead knows who has agreed.
✓ Confirm consent again before recording.
✓ Explain what will be captured and how it will be used.
✓ Respect anyone who declines.
✓ Keep non-consenting people and patient records out of shot.
Make it easy on the day.
Check the consent list at the morning huddle, keep it available to the content lead and check it before every patient shot.
01
BEFORE ARRIVALS
Film the decorated reception, goody bags, signage and a short team welcome.
Example: “Here is what to expect at our Open Day.”
02
DURING THE DAY
Capture consented welcome moments, team interactions and short dentist explainers between appointments.
Example: “Three questions patients asked us today.”
03
BEFORE GOODBYES
Invite willing, consented patients to share a short, honest experience. Finish with a team wrap-up.
Example: “What helped you feel comfortable today?”
05 · WHEN THE UNEXPECTED HAPPENS
Take a breath.
You have a plan.
A late arrival or a technical hiccup does not have to define the day. Stay calm, protect the patient experience and bring the right person in early.
Pause → Communicate → Resolve
Explain the situation kindly, give a realistic update and agree the next step with the event lead.
Your calm response plan
Running behind?
Tell front of house straight away. Keep waiting patients informed and comfortable. Let the event lead coordinate the diary.
A patient cannot attend?
Record the cancellation, notify the booking team and use the agreed cancellation and deposit process.
Equipment or technology fails?
Alert the responsible team member and agree a safe alternative with the clinician. Do not rush or improvise clinical steps.
A question you cannot answer?
Bring in the dentist, TCO or manager. Avoid guessing about treatment, finance or the offer.
Keep the structure. Escalate the exception.
Any essential adjustment should be agreed by the event lead and relevant clinician, then communicated to everyone involved.
06 · AFTER THE LAST PATIENT
Finish well.
Keep the momentum.
The event may be over, but the patient journey continues. Clear records, owned follow-up and a quick team debrief help turn a good day into a stronger next event.
One patient. One owner. One next step.
Make sure every patient has a named contact and an agreed follow-up action.
Before you call it a day
✓ Record the outcome
Capture attendance, consultation outcomes, bookings and outstanding questions.
✓ Own the follow-up
Confirm who contacts each patient and when, using the agreed process.
✓ Check the administration
Reconcile deposits, paperwork and any refund actions under the agreed terms.
✓ Save the content
Organise approved photos and videos with their consent records for the marketing team.
✓ Debrief together
What worked? What slowed the journey? Agree improvements for the next event.
READY TO PLAN YOUR OPEN DAY?
Bring Your Open Day to Life
Express your interest and take the next step towards planning an open day with a prepared team and a clear patient journey.
READY TO PLAN YOUR OPEN DAY?
Bring Your Open Day to Life
Express your interest and take the next step towards planning an open day with a prepared team and a clear patient journey.