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Existing-patient follow-up for dental practices & groups

Your next patient may already be in your database.

Overdue recall, treatment never scheduled, cancellations, patients who have gone quiet. Patient Engagement takes them off the report and onto an active workflow, with outreach, follow-up, booking and escalation to your team, until each one has an outcome.

See who still needs a next step Follow one patient back to the schedule

For patients already on your books. New inquiries are worked in Lead Intelligence. Texts go out through Dion Desk, on each practice’s own number.

Illustration — example patients are invented.

Patient Engagement is dental patient engagement software for dental practices and groups that works the existing patients who still need a next step — overdue recall, unscheduled treatment, cancellations and patients who have gone quiet — through outreach and follow-up until each has an outcome, while your team decides who hears from you and the doctor makes every clinical decision.

9
kinds of unfinished care read from the chart
15+
automations that run on their own
Minutes
from a cancellation to a waitlist offer
7
outcomes every patient can end in

Who it works

You may not need more leads. You may need better follow-through.

Every practice has patients who still need care, a follow-up or a clear next step. Their names sit on reports nobody owns. These are the groups Patient Engagement finds in your chart and works.

  • Overdue recall

    Due for hygiene or perio maintenance, with nothing on the books. They come off the list the moment they book.

    “We know who’s overdue. Nobody has time to call them.”

  • Treatment never scheduled

    Treatment recommended in the chart that never reached the schedule.

    “She said she’d call back to book the crown.”

  • Care started, next step missing

    An extraction with no implant, an implant with no crown, a root canal with no crown, scaling and root planing with no perio maintenance after it.

    “The implant went in in the spring. Nobody booked the crown.”

  • Cancelled or missed, never rebooked

    A visit that was cancelled or missed and never put back on the schedule.

    “The 9:00 cancelled. We never heard from him again.”

  • Drifting and gone quiet

    Patients slipping away from regular care, spotted before they are lost, and patients who have already gone quiet.

    “She used to come every six months. I can’t remember the last time.”

The idea

A report is not a workflow. The list should get worked.

Your practice software can already show who is overdue and what is unscheduled. The report does not call anyone. Patient Engagement turns each of those lists into work that moves.

  1. 01

    Identified

    Found in the chart, with a one-line reason.

  2. 02

    On the worklist

    Ranked, so the most important comes first.

  3. 03

    Contacted

    On a channel the patient agreed to, inside quiet hours.

  4. 04

    Followed up

    The next step runs if there is no answer.

  5. 05

    Responded

    Replies land on the patient’s own thread.

  6. 06

    Outcome

    Every patient ends somewhere you can see.

Where every patient ends

Booked · snoozed for later · dismissed by your team · handed to a person · opted out · no way to reach them · closed in the chart

Silence is not always a no. Persistent enough to follow through.

Existing patients get busy, forget, wait on insurance, mean to call back. A follow-up plan keeps going (an email, then a text, then a place on the call list for a person to phone) until they book, opt out or your team stops it. Each message is sent because of where that patient stands, never because they happen to be on a list of thousands.

Controlled enough to know when to stop.

  • They book — the plan stops on its own
  • They opt out — on that channel, for good, even after the chart syncs again
  • The chart shows the care is done or the recall is closed
  • There is no channel they agreed to
  • A person on your team stops it

One patient

From a cancellation back to the schedule.

Identified, worked, finished. Maya is invented; every step is how the product really behaves.

The patientRuns on its ownYour team

  1. Cancelled

    Maya cancels her cleaningThe patient

    She calls to cancel her hygiene visit. The front desk takes it off the schedule in the chart, and the day moves on.

  2. Identified

    She appears on the worklistRuns on its own

    When the chart next comes across, Maya shows up as a cancelled visit that was never rebooked, with that reason in one line and a short message drafted.

  3. Contacted

    The first message goesRuns on its own

    A person approves the draft, or a follow-up plan your practice switched on sends it, on the channel she agreed to and inside quiet hours.

  4. Followed up

    No answer, so the next step runsRuns on its own

    The plan moves on to its next step: a text this time. If that goes quiet too, she lands on the call list for a person to phone.

  5. Responded

    “Mornings are hard for me.”Your team

    Her reply lands on her own thread in the inbox. A person answers it; the software never replies for you.

  6. Booked

    Back on the scheduleYour team

    Your team offers a late-afternoon time. Where your practice has switched it on, she can pick one from a link; if the link can’t book, the request becomes a task for a person.

  7. Closed

    The work closes itselfRuns on its own

    When the booking comes across from the chart, the plan stops with the reason recorded (booked) and the gap closes on its own.

Up close

What it does on its own — and what stays yours.

Treatment follow-up

Diagnosed treatment should not disappear after the patient leaves.

The patient needs to check a calendar, think about cost, talk to a spouse, wait on insurance. Then nothing happens. Patient Engagement keeps that treatment on a worklist until there is an answer. Follow up operationally. Escalate clinically.

It does

  • Finds treatment in the chart that never reached the schedule, and care started with its next step missing
  • Puts the most important first, with a one-line reason for staff
  • Drafts a short patient message, without ever seeing who the patient is
  • Closes the item on its own once the chart shows it is done

You decide

  • Whether to contact, snooze or dismiss each patient
  • Editing the draft before it goes, or picking up the phone instead
  • Every question about cost, options or whether the treatment is needed
  • Every clinical decision. The software ranks a list; it does not recommend care.

Recall & reactivation

Recall should run continuously, not when someone has time to print a list.

A recall list is only worth something if someone works it. Recall follows each patient’s own schedule (hygiene, perio maintenance and the rest) from what is in your chart today, not last month’s export.

It does

  • Puts a patient on the list the day they become due
  • Takes them off the moment they book
  • Checks consent and quiet hours before any reminder goes
  • Spots patients drifting away, and groups patients who have gone quiet into lists you can work

You decide

  • Which categories and lists to work first
  • Who gets a text and who gets a phone call from the call list
  • The wording of every automated reminder, before it is switched on

Cancellations & missed visits

A cancellation should start a workflow, not leave an empty chair.

Two things need to happen when a patient cancels. The chair needs filling, and the patient who cancelled needs to come back. Patient Engagement works both.

It does

  • Offers the freed slot to the best-matched patient on your waitlist by link; the first to tap claims it
  • Expires an offer nobody takes and moves to the next person
  • Puts the patient who cancelled on the worklist as a visit never rebooked, until they are

You decide

  • Who is on the waitlist, and for what
  • Turning gap-fill on once you have approved its message
  • Booking any claim the software cannot book itself

See it work — in under 3 minutes.

Recall, the waitlist, care gaps and the patient’s side of it — one practice’s day, start to finish.

Recorded on synthetic data — every name and number is illustrative.

AI and your team

AI handles the persistence. Your team decides.

Automate the chase; keep the judgment human. It takes the repeated follow-up and the list-keeping off your front desk and treatment coordinator. The conversations that need a person still go to a person.

Patient Engagement handles

  • Finding the patients who need a next step
  • Starting routine outreach, on consented channels only
  • Following up when there is no answer
  • Moving each patient to the next step, and recording why a plan stopped
  • Closing work the chart shows is done

Your team handles

  • Clinical questions, and whether care is needed
  • Treatment options, cost and financing conversations
  • Replies from patients, and anything sensitive
  • Exceptions, and anything unusual
  • The wording of every automated message

You choose how far each workflow goes. Where a workflow has only one mode, the table says so.

WorkflowIn AssistYour controls
Recall remindersThe recall list is built and each patient’s reason shown; staff send from the list or move a patient to the call list.Message approval · consent per channel · quiet hours
Care-gap triageEvery gap lands on the worklist, most important first, with a reason; staff dismiss, snooze or review.Which kinds of gap · how urgent · how old · preview before it runs · rules start off
Care-gap outreachOutreach rules hold their matches for a person to approve (the default).An approval step or a send limit (one is required) · which kinds of gap · how urgent · what each run did
Follow-up plansStaff enrol the patients they choose; a call step puts the patient on the call list for a person.Plans start switched off · steps and days you set · stop on booking · a limit per run
Waitlist gap-fillStaff see the waitlist in order and can move anyone up.Message approval · unclaimed offers move on · consent and quiet hours
Appointment confirmationsEach appointment’s confirmation status shows on the calendar.Per-practice switch · opt-outs and quiet hours honoured
Review requestsRuns on its own once switched on — there is no approve-each-one mode.Channels (SMS, email, in-app) · days after the visit · message approval
CampaignsBuild the audience from lists, preview, and a person presses send.Audience lists · preview · consent · quiet hours
Inbox repliesEvery text and email lands on the patient’s thread; your team replies.One thread per patient · staff roles

The clinical line

Follow-up can be automated. Clinical judgment cannot.

The points where a person stays in charge are built into the software, not left to a policy document.

It does not diagnose or recommend care
It never interprets a symptom, changes a treatment plan or promises an outcome. A patient who asks “do I really need this crown?” is answered by a person, because every reply goes to your team.
Nothing automated goes out until its wording is approved
Each automated message — recall reminder, review ask, gap-fill offer, follow-up step — is switched on one at a time, after the practice has approved its copy. Campaigns go only when a person presses send.
Consent is checked at send time
Per patient, per channel, with quiet hours. An unsubscribe sticks, even when your chart syncs again, and an opt-out to your practice’s number is honoured.
The AI never sees who the patient is
Drafts are written without names, dates of birth or contact details. The AI suggests; it decides nothing about care.
Your data stays in your practice
Every query is scoped to your practice. Identifying fields are encrypted at rest, and staff access to a chart is audit-logged. Other Dion apps receive only what they need.

What you can see

See the work, not just the list.

The questions an owner or office manager can answer:

  • Which workflows produced bookings
  • Why each patient’s follow-up stopped — booked, opted out, or no way to reach them
  • What is still open, snoozed or waiting for a person
  • Who is on today’s call list, and why
  • Which patients replied, on their own thread
Recall follow-up · this monthIllustrative

87 patients enrolled

  • Booked28
  • Still in progress41
  • Handed to a person9
  • Opted out3
  • No way to reach them6
Invented figures. A plan that is working and a plan that cannot reach anyone look different here.

Where it sits in Dion

New-patient conversion and existing-patient follow-up are different jobs.

Dion runs them with different products. Lead Intelligence works people before they become patients; Patient Engagement keeps working the relationship after they do.

  1. Growth Studio

    Creates demand: advertising, search, creative and landing pages.

    Where should the next acquisition dollar go?

  2. Lead Intelligence

    Converts new inquiries: first response, qualification, nurture and the first booking.

    What needs to happen next with this new inquiry?

  3. Patient Engagement

    Works the patients you already have: recall, unfinished treatment, cancellations and reactivation.

    Which existing patient needs attention now?

One patient, one sign-in, every Dion app. It works with Dion Clinical for the patient record, Dion Desk for texts and confirmation calls, Dion Insights for reporting and Dion Pay for payments. See every app at Dion Health.

Dion Clinical
Patient Engagement → Dion ClinicalDelivery receipts for every message it asks us to send.
Dion Clinical → Patient EngagementOverdue recalls and new treatment plans onto your worklist (switch on per practice); patient messages written in Clinical; chairs and providers for the calendar.
What you seeThe work starts because something happened in the patient record, not because someone uploaded a list.
Dion Desk
Patient Engagement → Dion DeskTexts to deliver on your practice’s number; requests for confirmation calls.
Dion Desk → Patient EngagementCall outcomes that confirm the appointment; its open tickets; every opt-out to your line.
What you seeOne number patients recognise, and a receptionist view with Desk’s tickets beside your worklist.
Lead Intelligence
Patient Engagement → Lead Intelligence—
Lead Intelligence → Patient EngagementA lead that becomes a patient is handed over with its consent.
What you seeLeads are worked there; the moment they’re a patient, they’re yours here.
Dion Insights
Patient Engagement → Dion InsightsWhich recalls came back — without patient details.
Dion Insights → Patient EngagementA shared patient identity, so every app means the same person.
What you seeOne patient, recognised the same way across every Dion app.
Dion Pay
Patient Engagement → Dion PayEvery payment, refund and dispute, recorded against the right patient.
Dion Pay → Patient Engagement—
What you seeA text-to-pay balance shows up in Dion Pay beside every other payment.

Not another texting tool. Not another report.

The difference is in how it is built: each patient is on a workflow with a reason, a next step and an end.

Appointment reminders
Remind patients about visits that are already booked.
Bulk messaging
Let the practice send a campaign to a list it chooses.
A recall report
Shows who is overdue, as of the day it was printed.
Patient Engagement
Finds the existing patients who need a next step, puts each on an active workflow, follows up, tracks the response, and keeps going until there is an outcome.

Everything it runs

15+ automations, working while you see patients.

The full list, for the people who will run it. Anything that messages a patient is switched on one message at a time, after you have approved its wording.

  1. 01

    Your chart, kept current

    Patients, appointments and completed treatment come across from CareStack or Open Dental — no exports.

  2. 02

    Unfinished treatment found

    Care gaps across nine kinds of unfinished treatment, each ranked and drafted, then your rules applied.

  3. 03

    Recall that runs itself

    Due patients listed, rebooked patients cleared, reminders to the ones who agreed to hear from you.

  4. 04

    Cancellations refilled

    A freed slot is offered to the best-matched patient on the waitlist; unclaimed offers move to the next.

  5. 05

    Waitlist kept in order

    Everyone on the waitlist re-ranked as the schedule changes.

  6. 06

    Unconfirmed appointments chased

    Handed to Dion Desk for a confirmation call; the answer confirms the appointment here.

  7. 07

    Post-visit check-in

    A short check-in to patients you just saw.

  8. 08

    Every patient asked for feedback

    The same short question to everyone, by text, email or in-app — your choice.

  9. 09

    Unhappy patients flagged

    Low feedback opens a follow-up on the patient’s thread for your team.

  10. 10

    Feedback rewards

    Issued for responding — never tied to what the patient said.

  11. 11

    Drifting patients spotted

    Patients slipping away are identified before they are lost.

  12. 12

    Quiet patients re-engaged

    Re-engagement to patients who have gone quiet — marketing consent only.

  13. 13

    Service recovery

    A gentler message to patients who are both drifting and recently unhappy.

  14. 14

    Multi-step follow-up

    Plans move forward on their own — email, then a text, then the front desk’s call list.

  15. 15

    Offers that issue themselves

    Birthday, retention, loyalty and seasonal offers to the patients who qualify for them.

  16. 16

    Results credited

    Each booking credited to the campaign or workflow that produced it.

  17. 17

    Memberships kept current

    Lapsed memberships closed, and Dion Desk and Clinical told to stop quoting member pricing.

  18. 18

    Payments and orders handled

    Payments land in Dion Pay, paid shop orders go to the supplier that ships them, gift cards arrive on their date.

Also on the patient’s thread

  • One inbox. Every text and email on the patient’s record; replies land in the thread they answer.
  • Lists that build themselves. Patients grouped by treatment history, visit activity and office.
  • Reviews and testimonials. Ask every patient after their visit; collect video testimonials with consent.
  • Forms and payments. Intake and consent forms back before the visit; a secure link to pay a balance.

One follow-up operation across every location.

The same product runs a single practice or a group — the structure is built in, not bolted on.

Organization → practices → locations
A group holds its practices; each practice holds its locations. Patient data stays scoped to the practice it belongs to.
Every location keeps its own clock
Its own timezone, hours and office in your PMS — so quiet hours and appointment times are local to each office, not to head office.
Lists and offers by office
Build a list from the patients of specific offices; point an automated offer at the locations you choose.
Roles for the people who run it
Front desk, provider, practice admin and practice owner — each sees and can change what their role allows.

Getting started

Three steps to a daily worklist.

01

Connect your chart

Patients, appointments and completed procedures sync from your practice management system, each location scoped to its own office. Nobody re-keys a phone number.

02

Approve what runs

Each module stands alone, and each automated message waits for your approval. Patients see your practice’s name, logo and colours, not ours.

03

Work the list

Each morning your team opens a list of patients to contact today, each with the reason they’re on it.

Questions practices ask first.

What is Patient Engagement, and is it just recall software?

No. Patient Engagement is dental patient engagement software that works the patients a practice already has who still need a next step: overdue recall, treatment never scheduled, care started with its next step missing, cancelled or missed visits, and patients who have gone quiet. Each one goes onto a workflow with outreach, follow-up and an outcome. Your team decides who hears from you, and every clinical decision stays with the doctor.

Does it send bulk texts?

No. Campaigns exist, but a person presses send on each one, with consent and quiet hours checked for every patient. The core of the product works differently: a patient gets a message because of where they stand, such as overdue with nothing booked, and the follow-up stops when they book, opt out or the chart shows the care is done.

Can it follow up on unscheduled treatment?

Yes. It reads the chart for treatment that never reached the schedule and for care started with its next step missing, such as an implant with no crown or scaling and root planing with no perio maintenance. Each patient is ranked with a one-line reason and a drafted message for your team to review. It follows up on the scheduling; questions about the treatment itself go to a person.

Can it book patients directly?

Yes, where your practice has switched it on. A cancelled slot can be offered to a waitlisted patient who claims it by link, and with some practice software a patient can pick a time from a link. Where the software cannot book safely, the request becomes a task on the call list for a person. A booked visit is a step forward, not completed care.

What happens if a patient asks a clinical question?

A person answers it. Every reply lands on the patient’s own thread in the inbox, and the software does not reply on its own. Patient Engagement does not diagnose, interpret symptoms, recommend treatment, change a treatment plan or promise an outcome. A question like “do I really need this crown?” goes to your team and the doctor, where it belongs.

Does it replace my front desk or treatment coordinator?

No. It takes the repetitive part of their day: building the lists, remembering who was tried and when, sending the next follow-up and noticing when a patient booked. Your front desk and treatment coordinator still handle the conversations that need judgment, including cost, options, sensitive concerns and anything unusual, and they approve the wording of every automated message before it is switched on.

How is it different from Lead Intelligence?

They work different people. Lead Intelligence, another Dion app, works new inquiries: the first response, qualification, nurture and the first booking. Patient Engagement starts with people who are already patients of the practice and works their recall, unfinished treatment, cancellations and reactivation. When a lead becomes a patient, Lead Intelligence hands them over with their consent, and the two pipelines stay separate.

What happens when a patient opts out?

The opt-out sticks. Consent is tracked per patient and per channel and checked at the moment of every send, and an unsubscribe holds even when your chart syncs again. An opt-out sent to your practice’s number is honoured too, and any follow-up plan the patient was on stops with the reason recorded. Identifying fields are encrypted at rest and every query is scoped to your practice.

Your patient database should not be a graveyard of unfinished follow-up.

See how Patient Engagement finds the patients who need a next step, works the outreach, tracks the response and moves the right patients back into care.

See Patient Engagement in action Book a walkthrough

Built for practices that see the same patients for years.

Identifying fields encrypted at rest
Staff chart access audit-logged
Every query scoped to your practice
Consent tracked per channel