How Dr. Williams' Practice Streamlined Operations and Scaled Growth Using CareStack’s All-in-One Cloud Platform

Overview

D. Brian Williams and his close-knit team lead a thriving dental practice in Charlotte, North Carolina. Starting off as a three-operatory setup, his independent private practice had eventually doubled to six operatories, reflecting both the growing demand for personalized dental care and the team’s ambition to expand the practice's capabilities and service quality.

But with the increase in the number of operatories came mounting administrative headaches. Their Legacy Practice Management System - Dentrix G6, couldn’t provide this modern, expanding dental practice what they needed. The team was spending more time battling with paperwork, multiple vendors, and providers than focusing on patients.

Outgrowing their Legacy PMS

Dr. Williams’ practice had previously been using a combination of multiple fragmented tools to manage different dental practice operations, from scheduling appointments and billing to patient communication. As they expanded, integrating these systems became non-negotiable.

Tyler Phillips, Practice Manager at Dr. Williams, emphasized the lookout for a solution that empowered their growing team and their ambitions -

Their existing PMS - Dentrix G6 - had started hindering their scalability:

• The rapid expansion from three to six operatories overwhelmed the legacy PMS
• Integration gaps between services and providers led to preventable delays
• Patient satisfaction started to decline due to scheduling errors and miscommunication
• The front desk was buried in paperwork, with the administrative staff juggling multiple operational platforms due to a lack of integrated tools.
• The absence of real-time analytics made planning and performance tracking difficult.

That’s when Dr. Williams and Tyler Phillips decided it was time for an upgrade to match their growth—and CareStack came to be the partner that matched the transformation.

Streamlining Practice Operations to Drive Growth with CareStack

Partnering with CareStack gave D. Brian William and Tyler Phillips the assurance of a practice management solution that could centralize operations in their practice while encouraging future scalability.

With CareStack, their practice went entirely digital. The clutter of paperwork became a thing of the past, and the staff and patient experience became seamless. Having an all-in-one cloud-based PMS offered them:

• A user-friendly interface
• A centralized database
• Integrations across operatories, specialties, and providers
• Simplified appointment scheduling
• Digital patient experience with the online Patient Portal
• Real-time analytics and reporting
• HIPAA-compliant infrastructure
• Customization capabilities without third-party vendors
  

CareStack's innovative features, including the Patient Portal and Kiosk, are designed with patient satisfaction and accessibility in mind. Patients can now schedule online appointments, pay outstanding balances, fill out online forms, and electronically sign treatment plans and letters, restoring trust and satisfaction.

Implementation & Onboarding

D. Brian Williams had a single implementation phase, which involved a conversion from Dentrix G6. Access to their data was provided on February 1, 2019, and a safe trial environment was delivered to them on February 7, 2019. After the team validated the features of CareStack’s software, the location successfully went live on March 1, 2019.

Customized Training and Support

CareStack University was activated for the team at D. Briam Williams to ensure seamless data migration, customized workflows, and thorough training, while minimizing disruption to patient care and working to streamline operational inefficiencies.

Each department—front desk, hygienists, billing, and assistants—received tailored training to ensure comfort with the new system before going live. Trial environments were created for testing, and feedback was well-accommodated before final implementation and rollout.

Post-Implementation Outcomes

CareStack's user-friendly interface and centralized database stood out, helping the team to offer a truly digital experience to their patients and noticing a transformation in its daily operations.

1. Operational Efficiency

Staff communications improved, and they were able to manage administrative tasks more smoothly across operatories. Appointment scheduling became a breeze with the scheduler helping them to eliminate duplication errors and delays.

2. Revenue Cycle Management

With faster, more accurate billing and financing, the practice improved collections rates, streamlined claim processing, and reduced IT costs by consolidating vendors and systems.

3. Patient Experience Gains

Patients started reporting greater ease in booking, checking in, and were becoming satisfied with the follow-ups, which were the result of improved communication.

4. Strategic Growth Enablement

With improved communication and workflow, the practice was now better positioned to accommodate future growth or even expand to multiple locations.

Enterprise Alignment for Independent Private Practices

Being a single-location facility based in North Carolina did not stop Dr. Williams’ team from operating with the strategic mindset of a DSO. CareStack partnered and delivered on multiple fronts:

1. Real-Time Reporting

CareStack’s unified dashboard experience gave a clear view of key performance metrics, collections, and utilization, all in one place.

2. Security & Compliance

In-built HIPAA compliance ensured secure cloud hosting and safekeeping of their patients’ data.

3. Consistent Scalability

Being an all-in-one cloud platform allowed easy expansion of the facility to multiple locations.

4. API-Enabled Customization

With an open architecture, CareStack allowed them to seamlessly evolve, adapt, and integrate future requirements pertaining to their growing needs.

Looking Ahead

The team currently plans to continue streamlining operations and leveraging CareStack’s full stack of tools, particularly for analytics and workflow automation. With future plans for expansion, CareStack shall remain the operating system, scaling simultaneously with Dr. Williams’ practice.

Results that speak Enterprise

As validated by the Forrester Total Economic Impact™ Report (2023), CareStack customers are experiencing the kind of transformation most DSOs only dream about.

307%

Return on Investment Payback < 6 Months

$1.3M

Increase in Profits from fuller Patient Schedules

$280K

Saved by Consolidating Systems

$162K

Saved through Efficiency Gains and improved RCM

40%

Increase in Production over Three Years

35%

Reduction in Days Sales Outstanding

Source: A commissioned Total Economic Impact™ study conducted by Forrester Consulting on behalf of Straumann, October 2023. Results are based on a composite organization representative of interviewed customers, assumed to have 10 locations, over three years.

CareStack powers modern dental organizations with an all-in-one platform that simplifies operations, drives growth, and future-proofs your practice.

Request a Demo to explore the possibilities today.