Example practice by Encanta · fictional details only
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Practice view · Example handover

The first reply is part of the experience.

See how the patient's question becomes an owned next action, with the facts needed for a considered reply.

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The enquiry, with its context.

Name
Maya
Treatment
Clear-aligner consultation
Question
What does the consultation cost, and what happens at it?
Prefers
Email
Contact detail
maya@example.invalid
Came from
Clear-aligner page, consultation request form
Example receipt time
Today, 09:12
Ref EX-0412

Who responds, and what happens next?

Assigned to
Treatment coordinator
Next action
Reply with consultation information and offer appointment times
Response target
Reply within one working day
Status
Awaiting first reply

The facts behind the reply.

Practice context · Example v1.0 · maintained by the practice manager · last reviewed 1 October 2026

Consultation
A conversation, an examination, photographs (and a scan where it helps), the patient's options and the next step
Consultation fee
£75
Duration
45 minutes
Who they see
A clinician
Suitability
Decided by a clinician at the consultation. Never suggested in the first reply.
Commitment
A consultation doesn't commit the patient to treatment
Bookings
A request is not a booking. Check the diary before offering a time.
Reply target
within one working day

A useful reply, ready for review.

Prepared email

Subject
Your clear-aligner consultation enquiry

Hello Maya,

Thank you for asking about the consultation. It costs £75 and takes 45 minutes.

You'll have time to talk through what you'd like to change. The clinician will then examine your teeth and gums and take photographs, plus a digital scan where it helps. After that, they'll explain your options, including whether clear aligners would suit you, and what would happen next.

Your request doesn't book an appointment, and the consultation doesn't commit you to treatment. Would you like us to suggest some times? If there's anything you'd like us to know beforehand, just reply to this email.

Kind regards,

The Example Dental team

Prepared · needs review · not sent

Check the reply before it leaves.

Review checklist

0 of 5 checks done

Ticking these shows progress only. Nothing is sent.

When to hand over

A question about whether treatment would suit them
Ask a clinician
No suitable appointment times are known
Check the diary first
The fee in the draft doesn't match the context
Confirm the current approved fee

Make the handover fit your practice.

The right change depends on your current website, inbox, booking tools and who does what. An improvement works within that setup, and the agreed scope says exactly what is configured or connected.

  1. Treatment page

    Where the question is answered, or raised

  2. Request received

    Acknowledged, with the details the team needs

  3. Owner

    One named person replies and records the next action

How does this work in your practice?

Tell Naeem which treatment page or enquiry step you'd like to improve, how enquiries reach you today and who replies first.

Discuss your practice