The Real Problem
At a three-chair dental practice in Birkenhead, the books tell a familiar story. Of the 3,200 patients on the active register, roughly 540 haven't been seen in 18 months or more. They didn't formally leave the practice. They just stopped coming.
Nationally, 44% of the general population reports unmet dental need. The cost-of-living crisis has made it worse — dental care is one of the first things people defer when budgets tighten. The six-monthly check-up becomes annual, then biennial, then "I'll go when something hurts."
EXACT, the practice management system used by most NZ dental practices, has automated recall functionality. It sends SMS reminders when a patient is due for a check-up. The system works well for engaged patients — those who were coming regularly and just need a nudge. Industry data shows recall rates averaging around 83%.
But that 17% who don't respond to automated SMS? They're a different challenge. They've received the standard "You're overdue for your dental check-up" text. They've ignored it. Some have ignored two or three. The automated system has done its job — and it wasn't enough.
These are patients the practice has already invested in: initial examinations, treatment history, X-rays on file. Losing them means losing lifetime patient value — and those patients lose continuity of care.
Why Existing Tools Don't Solve This
EXACT's recall system is transactional. It sends a message on a schedule: "You're due for a check-up. Call us to book." If the patient doesn't respond, the system can send a follow-up. But it cannot personalise the message, address the patient's likely objections, or have a conversation.
Dentally offers similar automated recall workflows. The limitation is the same — these are one-way notifications, not engagement tools.
The practice could have reception staff call lapsed patients individually. But with 540 overdue patients and a reception team already handling daily calls, walk-ins, and admin, manual outreach is the task that never gets done. It sits on the to-do list permanently.
How AI Solves This
BestAI sets up a re-engagement workflow using AI-generated personalised messages delivered via WhatsApp or the practice website chatbot.
For lapsed patients whose mobile numbers are on file, the practice sends a WhatsApp message — not a generic recall SMS, but a conversational, personalised prompt:
"Hi David, it's been a while since your last visit to Birkenhead Dental. We've noticed it's been over 18 months. We understand life gets busy — and budgets are tight. Just wanted to let you know we offer $89 check-up and clean appointments, and we have Q Card interest-free payment options if cost is a concern. Would you like to book a time that works for you?"
If David responds, the AI assistant continues the conversation — answering questions about costs, available times, what the appointment involves, and how to get there. It can handle objections naturally:
David: "How much would it be if I need a filling?"
Chatbot: "A standard filling starts from $160–$250 depending on the size. If you have Southern Cross or another health insurance plan, we can provide a pre-approval estimate. Shall I check what times are available this week?"
The chatbot doesn't book directly into EXACT — it collects the patient's preferred time and passes it to reception for confirmation. The human stays in the loop for scheduling.
The Result
- Lapsed patients receive personalised, conversational outreach instead of generic SMS
- Cost objections are addressed proactively with fee information and payment options
- Patients who respond are warmed up and informed before they arrive
- Reception staff receive a list of interested patients ready to be booked — no cold calling required
- The practice recovers revenue from patients who would otherwise have been permanently lost
What AI Can't Do Here
The AI does not access patient clinical records, treatment history, or X-rays. It does not provide clinical advice, diagnose conditions, or recommend specific treatments. It cannot book directly into EXACT or Dentally — all appointment confirmations go through reception.
No personal health information is shared in chatbot conversations. The re-engagement messages reference only the patient's name and time since last visit — information the patient themselves provided when they enrolled. All communication complies with the Health Information Privacy Code 2020 (HIPC).
Clinical AI — such as Heidi Health for clinical documentation — is a separate domain endorsed by Te Whatu Ora. BestAI handles the non-clinical communication layer only.
Who This Is For
Dental practices across New Zealand with a growing list of lapsed patients — particularly those where automated EXACT or Dentally recalls have plateaued and manual phone outreach isn't happening. Relevant for solo practitioners and multi-chair practices alike.