In almost every orthodontic office we visit, we find the same pattern:
A full schedule, a hardworking team, great patient care — and thousands of dollars quietly sitting in the “Pending” list.
Those “pending” patients aren’t no-shows.
They aren’t uninterested.
They aren’t lost.
They’re simply waiting for leadership.
And whether your practice grows or stalls this year will largely depend on how seriously you treat your follow-up system.
What Is Pending Follow-Up — Really?
Pending follow-up is any patient who:
- Said “not right now.”
- Needed to talk with a spouse or parent
- Was waiting on insurance details
- Needed time to think about treatment
- Left without scheduling
These patients already:
- Trust your doctor
- Understand the problem
- Believe in the solution
The only missing piece is consistent, professional follow-through.
The True Cost of Neglecting Follow-Up
Let’s do the math.
If your average case fee is $5,500 and your pending list has just 30 patients, you’re sitting on:
$165,000 in potential revenue
And that’s from just one month of consults.
Most practices allow those patients to slip through the cracks because:
- The TC is overwhelmed
- There’s no tracking system
- No one is accountable
- Follow-up feels “awkward.”
But here’s the truth:
Follow-up is not pressure.
It’s professionalism.
Why Follow-Up Drives Case Acceptance
Human behavior is simple:
People rarely make big decisions without multiple touchpoints.
Pending follow-up:
- Builds trust
- Reinforces value
- Answers unspoken concerns
- Keeps your practice top of mind
When done well, it doesn’t feel like selling — it feels like care.
The Treatment Coordinator’s Power Position
Your TC is not just scheduling appointments.
They are the relationship manager between your practice and your future revenue.
An effective TC:
- Tracks every pending patient
- Follows a consistent timeline
- Documents conversations
- Knows exactly who to call and when
- Never “assumes” a patient is lost
The Follow-Up System Every Practice Needs
Here’s a simple framework:
Immediate Documentation
Before the patient leaves:
- Reason for pending
- Objections or concerns
- Decision influencers
- Next follow-up date
48-Hour Touchpoint
Friendly check-in:
“I just wanted to check in and answer any questions you have regarding our consultation. I’d be happy to answer those for you.”
7-Day Value Reinforcement
Share something educational:
- Benefits of early treatment
- Before & after photos
- Financing reminders
30-Day Re-engagement
Reopen the conversation
“We’re starting to book out, and I want to reserve your preferred timeframe.”
Monthly Nurture
Continue until a decision is made.
No pressure.
Just consistency.
The Result: Predictable Growth
- 10–25% increase in case acceptance
- Higher production per month
- More stable revenue
- Less stress on the schedule
- Stronger TC performance
And the best part?
They achieve this without increasing new patient flow.
Final Thought
Your pending list is not a problem.
It is your greatest opportunity.
When follow-up becomes part of your culture — not an afterthought — your practice doesn’t just grow…
It becomes unstoppable.
If this has helped you, or you’d like to learn more on our pending protocol, we’d LOVE to have you in an upcoming session of Prospects2Patients, our orthodontic treatment coordinating masterclass.