From First Call to Start: How to Perfect Your Orthodontic New Patient Journey

The orthodontic new patient journey spans from initial contact to the signing of a contract. Remove friction at each step (confirm the visit, collect forms before arrival, present fees clearly) and you’ll convert more consults to starts.

This guide maps the stages, the metrics that matter, and exactly where Tops orthodontic practice management software (TopsDPX, Gaidge Forms, Gaidge Consult Manager) streamlines the process.

Key Takeaways

• The new orthodontic patient journey starts with the first contact and ends with treatment.
• Use reminders, digital forms, and clear cost discussions to reduce no-shows and increase starts.
• Tracking key metrics helps improve the experience for patients and staff.

What Is the Orthodontic New Patient Journey?

The orthodontic new patient journey covers every stage from first inquiry to the start of treatment. Each step shapes how patients see your practice and how smoothly your team moves them toward care.

Still, even the best teams know how easy it is to lose momentum once a lead becomes a maybe. Mapping the patient journey shows your team where patients connect (and where they hesitate), so you can fine-tune each step.  

In this guide, we’ll outline the stages of the patient journey, the touchpoints that influence starts, and how Tops helps your team make the process seamless.

Typical Steps in the Patient Experience

Every practice has its own workflow, but the new patient process follows a familiar path.

• Inquiry and scheduling. The first point of contact sets the tone for everything that follows. A quick, thoughtful response keeps patients moving forward and shows that your team runs on purpose, not chance. ‍
• First visit or consultation. This is where patients decide if they trust you with their smile. A visit that feels organized and genuine builds confidence in your team and your treatment plan. ‍
• Financial discussion and decision to start. Some practices handle this during the consult, others wait a day or two. Either way, a straightforward talk about cost and payment options makes it easy for families to say yes.

Touchpoints That Influence Show-Ups and Starts

Conversion doesn’t depend only on the consult. The way your team handles reminders, forms, and financials determines how many new patients actually show up and start.

• Reminders and confirmations. Regular reminders help patients follow through on scheduled visits. In fact, text or email confirmations have been shown to reduce missed appointments by up to 11% in healthcare settings.  ‍
• Pre-visit forms and data capture. Digital intake is an easy win. When forms are complete before the visit, check-in moves faster, records are accurate, and your TC can start the consult instead of chasing paperwork. ‍
• Treatment and fee presentation. The consult is where interest becomes commitment. Use clear visuals and consistent language so patients understand options, timing, and cost in one conversation. When they leave knowing what comes next, they start sooner.

KPIs to Monitor the New Patient Journey

Improvement starts with measurement. These metrics give you a clear view of how well your new patient process performs and where it falls short.

• New Patient no-show rate. This is the first number to check if your schedule feels unpredictable. When no-shows rise, it usually points to weak reminders or unclear communication about appointments. ‍
• Time to exam. Track how long it takes a new patient to get into your chair. Shorter wait times keep energy high and reduce the chance that families schedule somewhere else. ‍
• Consult-to-start rate. This tells you how well your consult process converts interest into treatment. If it’s slipping, review your follow-up cadence, financial presentation, and how clearly next steps are explained. ‍
• Reasons for delay. When patients hesitate, find out why. Patterns matter more than anecdotes. Finances, insurance, or timing are common culprits, and knowing which one dominates helps your team focus where it counts.

Focus on one number at a time. When your team knows which metric they’re improving and why, it’s easier to stay consistent and see real progress.

Quick Start Checklist

Improving your new patient journey doesn’t mean rebuilding it. Most practices already have the right pieces; they just need a clearer view of how those pieces work together.

1. Map your current process. Walk through the process from the patient’s first call to their first payment. Ask your team where time slips away or where patients tend to get stuck. Those are your starting points.
2. Focus on one or two weak spots. Maybe scheduling feels rushed or intake slows the morning flow. Start where the improvement will make your day noticeably easier.
3. Set a goal your team can see. Track one number, like no-shows or consult-to-start rate, and talk about it in your weekly meeting. Progress is easier when everyone knows what winning looks like.
4. Use Tops to back you up. Review your settings so reminders, forms, and workflows match the plan. Let the system handle the routine tasks so your team can focus on patients.
5. Keep going. Once that part runs smoother, move to the next. Small, steady fixes do more for your schedule (and your sanity) than any major overhaul.

FAQs

What happens at the first orthodontic appointment?

The first visit usually includes an exam, photos or scans, and a conversation about treatment options, timing, and cost. It’s also a chance for families to ask questions and get comfortable with the team.

Do appointment reminders really reduce no-shows?

Yes. Studies show that text and email reminders significantly reduce missed appointments across healthcare settings.TopsDPX automates reminders and confirmations so patients stay on schedule and practices save time.

Should we use digital forms for intake?

Digital forms are worth it. They save time, reduce errors, and keep the first visit running smoothly. Patients can complete them online before the appointment, allowing your team to review everything right away.

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6 Ways Tops Orthodontic Software Supports the New Patient Journey

You’ve seen how each touchpoint shapes the patient experience. Now it’s time to put them into practice. Tops gives your team the tools to keep every part of the journey connected, consistent, and easy to manage.

1. Appointment Reminders

Consistent communication keeps your schedule predictable. TopsDPX automates reminders and confirmations through text or email so patients know exactly when and how to respond. It also supports two-way messaging, which makes rescheduling simple and gives your team real-time visibility into confirmed visits.

With fewer phone calls and fewer no-shows, your day runs as planned.

2. New Patient Intake Forms ‍

Gaidge Forms in Tops keeps intake digital, customizable, and simple for patients to complete before their visit. Custom templates and quick text or email links make it easy to collect what you need without chasing paperwork. The result is a smoother check-in and a consult that starts focused on the patient, not the process.

3. Insurance Verification

The Patient Queue in Gaidge Consult Manager works inside Tops to keep insurance verification organized and up to date. Your team can see what’s complete, what’s pending, and what still needs follow-up. With accurate coverage details ready before the consult, your team can explain costs clearly and help families make informed decisions.

4. Texting

Texting connects every part of the new patient process. With TopsDPX, your team can send secure messages and reminders straight from patient charts without picking up the phone. Two-way communication makes it easy for families to ask questions, reschedule, or confirm details, keeping them engaged from first contact through start.

5. Treatment Presentation + Payment Slider

Gaidge Consult Manager gives your team a visual way to present treatment and payment options:

• Adjust down payments, monthly costs, and timelines in real time.
• Show how each plan fits the budget.
• Share clear, accurate estimates that support a confident start.

When patients understand their options, they can move forward with confidence.

6. Contract Acceptance

Once a patient is ready to start, Gaidge Consult Manager simplifies the contract process. Digital agreements fill automatically with patient and treatment details, making it easy to review and accept from anywhere. Coordinators can track contract status in real time and follow up quickly when signatures are pending. With less paperwork and fewer delays, treatment starts stay on schedule.

See how Tops streamlines the new patient journey. Schedule your demo today.