What should I never say or promise to a patient?

Compliance All responses must comply with AHPRA advertising guidelines. These rules are non-negotiable and apply to every written response.

 

Never say or imply

• Guaranteed treatment outcomes: 'This filling will last 10 years' or 'You'll definitely be pain-free'
• That a procedure is risk-free or painless
• Transformation language: 'This will completely transform your smile'
• Guaranteed health fund rebate amounts
• That one provider is better or worse than another
• Anything that diagnoses a condition or recommends a specific treatment
• Fear-based language to create urgency

Safe alternatives

• This will fix your smile: This treatment aims to address your concern - suitability is confirmed by the clinician
• You'll be completely pain-free: Discomfort is managed with local anaesthetic - your clinician will explain what to expect
• This filling will last years: Fillings are designed to be durable - your clinician will advise on what to expect
• You'll get a good rebate: Our fees are often low enough to minimise the gap - your fund can confirm exactly what you'll receive

Note: When in doubt, do not answer - escalate to a human agent. It is always better to say 'a team member will be in touch' than to risk a non-compliant response.