Understanding Your Metrics for A More Profitable Practice: Treatment Pending

 What It Is

Pending treatment refers to diagnosed procedures that have not yet been scheduled or completed. These are the patients who said, “I’ll think about it,” “I’ll call when I know my schedule,” —and then never did.

In most offices, pending treatment lives quietly in the software’s “unscheduled treatment plans” or “treatment pending” report—rarely reviewed, often forgotten. Yet, this list represents real opportunities. These are patients who already trust you, have been diagnosed, and simply need a follow-up, reminder, or a nudge to take the next step.

Why It Matters

Pending treatment directly impacts production, patient health, and the overall success of your practice.
Think about it: if your office has $500,000 in pending treatment, that’s $500,000 in untapped production sitting right in your system, with patients whose information you already have! 

When treatment plans aren’t followed through, it creates:

• Lost production potential – You’ve already invested time in exams, diagnosis, and presentation, but no completion means no revenue.

• Declining patient health – Small issues become larger, more expensive problems when left untreated.

• Lower case acceptance – If follow-up systems are inconsistent, patients perceive a lack of urgency and importance.

• Team frustration – The same patients show up months later with worsened conditions, leading to rushed scheduling and reactive workflows.

Your pending treatment list is one of the most valuable, underutilized reports in your software. The offices that monitor and act on it regularly are the ones that see steady growth—even during slow seasons.

But here’s the truth-we've said it before and we will say it again: a full schedule is everyone’s responsibility, not just the front desk’s. When the entire team understands their role in helping patients move forward with treatment, pending cases start converting into scheduled appointments—and production naturally follows.

How to Make It Better

Improving your pending treatment follow-up doesn’t require reinventing the wheel—it just takes consistent systems, clear communication, and teamwork.

1. Know Your Role

Every team member plays a part:

• Clinical team: Your job is to ensure the patient understands what was completed today, what’s still needed, and why it matters.

• Administrative team: You help patients understand finances, insurance, and scheduling and help them come up with a plan to get the treatment they need.

If a patient asks something outside your scope—such as insurance coverage—don’t guess. Instead, hand it off confidently:

“Great question! [Admin name] is the expert on that—she’ll make sure you get the best answer.”

2. Nail the Handoff

An effective handoff bridges the gap between diagnosis and scheduling. Before the patient leaves the operatory, say something like:

“Hi [Admin name], we completed [procedures] for [Patient name] today. The next step is [next treatment].”

If the patient hesitated due to finances or fear, include that in your handoff so the admin team can address it appropriately:

“[Patient name] mentioned wanting to wait due to finances. We discussed the risks of delaying, so I’ll let you review options with them.”

3. Ask Better Questions

Instead of “Do you have any questions?”, try:

“What questions can I answer for you?”

This phrasing invites deeper engagement and prevents patients from replying on autopilot with “no.” It shows elevated patient care and opens the door for conversation.

4. Follow Up Consistently

Set up a weekly routine to review pending treatment reports. Track which patients need follow-up, who contacted them, and what the response was. Consistency builds trust—and turns “maybe later” into “yes, let’s get that scheduled.”

5. Don’t Backpedal

When patients hesitate, stay confident in your diagnosis. Don’t downgrade treatment just to make the sale—this only erodes trust and diminishes the value of your care. Patients decline treatment because they haven’t bought in yet, not because the dentistry isn’t needed. Strengthen your communication and follow-up instead.

Pending treatment isn’t just about production—it’s about communication, clarity, and consistency.
When every team member knows their role, performs confident handoffs, and follows up intentionally, patients feel cared for, not sold to. That’s what builds trust—and turns pending treatment into completed treatment.

👉If you're ready to take the first step into maximizing your profits. Start by maximizing your schedule click here to get our FREE step-by-step guide 5 Easy Fixes to Fill Your Schedule- Today!