FTA Management Protocol 2026 — The Complete System for Managing Failures to Attend and Short-Notice Cancellations in Australian Dental Practices A practice with a 8% FTA rate running 5 chairs loses approximately $307,200 in production every year. Every percentage point reduction in your FTA rate goes directly to the bottom line — and most of it is preventable. The FTA Management Protocol 2026 is the complete system for managing failures to attend, late cancellations, and short-notice gaps in an Australian dental practice. It covers prevention, same-day gap filling, follow-up, FTA fees, chronic FTA management, and KPI tracking — with ready-to-use scripts, letter templates, and a clear decision framework for every scenario your team will face. The protocol is structured across 6 parts: Part 1 — Understanding the Real Cost of FTAs A plain-language breakdown of exactly what your FTA rate is costing the practice in dollar terms — with a calculation framework to run with your team at your next meeting. Includes clear definitions for FTA, short-notice cancellation, late cancellation, chronic FTA patient, and gap filling. Part 2 — Prevention: Reducing FTAs Before They Happen The four prevention mechanisms that produce the most consistent results: automated 48-hour confirmation SMS (with template), morning confirmation calls for unconfirmed appointments (with script), maintaining a short-notice availability list, and deposit policy for high-risk appointments — including a word-for-word script for requesting a deposit at the time of booking. Part 3 — Same-Day Gap Filling When an FTA or Cancellation Occurs A step-by-step process for the first 15 minutes after a gap opens — marking the appointment correctly in software, working the short-notice list (with call script), following up outstanding treatment plans (with script), and using unfilled gaps productively rather than letting them become downtime. Part 4 — Following Up After an FTA Every FTA requires a follow-up — a warm, genuine call within 24 hours (with separate scripts for first FTA and repeat FTA patients) and a same-day FTA letter or email (template included). Patients who receive a follow-up almost always rebook. Patients who don't, rarely return. Part 5 — FTA and Short-Notice Cancellation Fees A complete decision framework for when to charge, when to waive, and how to communicate the policy — covering FTAs with no contact, same-day cancellations, late cancellations, genuine emergencies, and chronic FTA patients. Includes a script for stating the cancellation policy at the time of booking and guidance on how to inform patients before a fee can be applied. Part 6 — FTA KPIs and Reporting Six key KPIs with targets: FTA rate (below 5%), short-notice cancellation rate (below 8%), gap fill rate (above 60%), FTA follow-up call completion rate (100%), 48-hour SMS confirmation send rate (100%), and chronic FTA patient count — with guidance on where to find each metric. Ready-to-use scripts and templates included: 48-hour confirmation SMS template Morning confirmation call script (confirmed, cannot make it, voicemail) Short-notice list gap filling call script Outstanding treatment gap filling call script FTA follow-up call scripts (first FTA and repeat FTA) FTA letter / email template Cancellation policy script for new patient bookings Deposit request script for long appointments and chronic FTA patients Who this is for: Practice Managers who want a written, consistent FTA management system across the whole team Front Office Coordinators who need clear scripts and processes for handling FTAs and cancellations Practice Owners who want to reduce revenue leakage from missed appointments Any practice where FTAs are handled inconsistently or not followed up at all 📄 Format: 11-page editable Microsoft Word document (.docx) — fully customisable with your practice name, dentist names, phone number, and fee amounts ⬇️ Instant digital download — available immediately after purchase 🦷 Built for Australian dental practices
