Improving Practice Productivity with Analytics

Improving Practice Productivity With Analytics

With almost 11 ADA recognized dental specialties and having a burgeoning market share, the specialty dental business is here to make significant gains in the coming years as we take a cursory glance on the latest trends of the dental industry.

Listen to Ryan Arnold, Principal, Wisdom Teeth Guys as he explains the possibilities that lie ahead for Dental Specialty business and how he has paid attention on patient care,technology adoption and brand management to further sustainable practice growth for his specialty.

Dentistry's Inner Circle bg 37

Creating Sustainable Specialty Dental Businesses

Dentistry's Inner Circle Podcast

A series of podcasts from practice owners on how they navigated the change and successfully transitioned to CareStack. 

Enabling Technology to Connect Better with Your Patients

How Dr. Williams' Practice Optimized Growth with CareStack

Case Study: How Dr. Williams' Practice Optimized Growth with CareStack

Expanding Dental Care beyond the Clinic

Expanding Dental Care Beyond the Clinic

Dentistry's Inner Circle bg 43

Embracing Change To Grow Your Group

Enable Dental Completes Its Migration To CareStack

Enable Dental Completes Its Migration To Industry Leading Cloud Based Dental Software

Beatrice

Ishtiaq Rouf

Dana Veach

Dr. Himesh Kana, DDS

Himesh Kana

 Penny Filipe

Promoted to Manager, Now What

Promoted to Manager, Now What?

Top Trends in Dental Software for 2025

Top Trends in Dental Software for 2025: What Practices Should Prepare For

Brand Guidelines for Dental Offices to Attract and Retain Gen-Z Patients

Reducing patient no-shows and cancellations begins by accepting that 

it’s impossible to guarantee that your patients will always keep their appointments

. Once you accept that this falls outside your control, you can pool your efforts on the aspects that are within your control, and which help reduce no-shows and cancellations.

missed appointments cause a ripple effect

 that impacts your schedules, revenues, and the effectiveness of treatments. It strikes a serious blow to your bottom line. But with that said, there are 

effective safeguards you can put in place

 to address this issue. Before we explore these safeguards, let’s examine the key reasons behind no-shows and cancellations. 

Typically, patients miss their appointments when they:

Don’t understand the importance of keeping their appointments

Misunderstand when their appointment is scheduled

Self diagnose and decide to skip their appointments

Worry about bad news and try to avoid the situation

Have a shallow relationship with the provider

There is a wide range of reasons for patients to miss their appointments, but most can be mitigated with improved patient-provider communication and by implementing the following safeguards.

It became widely accepted as a care delivery method after the 2020 pandemic, but thanks to the convenience offered to patients, 

 is here to stay. Outside the initial check-up and actual treatment, consultations and routine post-op visits can be performed remotely. The virtual interactions offer patients the opportunity to 

receive treatment in the comfort of their living room

 or office. The added benefit of leveraging teledentistry is it adds one less reason for patients to rethink or opt out of their dental appointments. 

Another approach that has gained traction is using 

 to collect vital patient information. E-forms are a key feature of modern practice management software (PMS). This feature is now used widely to stay in line with the COVID-19 safety protocols. With this new norm, practices have completely replaced the clipboard and embraced digitization. Another fact that supports this approach is that 

98% of patients who take time to fill out online forms commit to their appointments

COVID-19 has added fuel to the fire of dental anxiety among patients. The risk of exposure is a valid fear. The best way for you to 

 is with communication and education. Ensure you convey the safety protocols and measures followed at your practice to reduce the risks from COVID-19. Launching targeted email campaigns, and updating relevant information on your practice website and 

convey your commitment to patient care and safety

 and encourage patients to follow through with their appointments.

When you provide your patients with the option to make payments in advance, it reduces the instances of no-shows and benefits your collections and accounts receivable. Get paid upfront instead of having to wait for 2-3 months. Paying cash in advance leads to 

. You can provide this option during patient checkout, especially when both you and your patient agree with the importance of scheduling the next appointment.

Offering upfront payment at this stage is apt, as the patient is likelier to take action and commit to their oral health. Another way to make it easy for them to pay is by providing an 

. Make sure that you inform your patient about your prepaid payment options. Market it through your campaigns, newsletters, and phone scripts.

Reminders are an effective way to reduce patient no-shows. Plan your 

and decide on a frequency that works best for your target clientele. Start off with a postcard, followed by email and text reminders. Add a phone reminder a few days before the scheduled appointment. Ensure that you cut down on reminders once you receive confirmation from your patients. Practice management software aids you to launch, coordinate and track your recall campaigns effectively.

reward patients who keep their appointments

. The reward initiatives can include discounts or gift cards. The benefits of such an approach are twofold. You encourage your patients to follow through on your appointments and 

convey how much you value their participation

. Moreover, curating such experiences helps you retain your customers.

Sometimes, patients simply forget an appointment. Send 

 that can include a “We missed you at the practice” message. Follow this up with a phone call to encourage them to reschedule immediately.

It is crucial that your patients know the impact of your treatments on their oral health. If your patients are not invested in the outcomes of your treatment plan, it is unlikely that they will uphold their commitments. 

 before every appointment. Remind them of the benefits of the procedure and the progress they’ve made so far. 

 of the scheduled appointment and ensure that they are fully onboard. A phone reminder before the appointment will help refresh what they already know about the 

Patients skip appointments because they owe your practice money or are worried the procedure will be too expensive. When this happens, it’s time to 

. It’s important that payments never come as a surprise to the patient. This causes anxiety in the patient, especially when they expect hidden expenses from each visit. When 

 and benefits are discussed upfront and agreed upon, patient no-shows due to financial concerns can be avoided. 

 allows you to effectively educate and communicate with your patients. Automating tasks like appointment reminders or confirmation/cancellation emails, filling last-minute openings, and sending online forms and other notifications to engage patients, practices can drastically cut revenue loss and staff workload while reducing patient no-shows and cancellations.

Eliminating No-Shows and Cancellations at Dental Office

For a dental practice, revenue cycle management is the equivalent of the body’s circulatory system and the heart of a practice’s financial success. The revenue cycle incorporates data capture, claims and denials management, and the collection of payments from both patient and insurance receivables. A healthy system works in concert with industry best practices and technical solutions to optimize efficiencies, identify “leaks” and improve operational workflows. As every practice is unique, it is difficult to prescribe a “one size fits all” approach. However, there are key performance indicators, which can and should be followed to measure practice performance. There are several potential KPIs which provide valuable insight into the collection’s performance and financial health of practice including, but not limited to: Collections percentage, Production growth, Aging accounts receivable, Days sales outstanding, Adjustments percentage, and Credit balances. 

Since 2011, the dental industry has experienced a steady and upward trend in aging receivables, with the majority of balances aged greater than 90 days. The good news is that CareStack offers a solution that combines modern technology, effective processes, and industry expertise to kick start the heart and breathe life back into the revenue cycle.

Revenue Cycle Playbook for Dental Professional

Revenue Cycle Playbook for Dental Professionals

From small, solo practices to large, multi-location clinics, these case studies demonstrate the versatility and value of CareStack in improving the patient experience and driving practice . 

Why is it important for dental practices to focus on Gen-Z patients?

It is important to engage with Gen Z patients through tailored marketing, convenient digital services, and preventive dental care to foster loyalty and long-term growth for dental practices:

Population Size and Growing Influence: Gen Z (born between 1997 and 2012) is becoming one of the largest segments of the U.S. population, accounting for approximately 20% of the total population, presenting a significant opportunity for dental offices to build long-term patient relationships early in their lives.

Healthcare Spending and Independence: A report by the Transamerica Center for Health Studies notes that 77% of Gen Z are likely to manage their own healthcare as they age. Dental offices that engage this generation early can establish loyalty and generate recurring revenue through preventive and cosmetic dental services.

Focus on Oral Health and Aesthetics: The American Dental Association (ADA) has reported an increased interest among younger people in cosmetic dental treatments like teeth whitening and clear aligners. This aligns with Gen Z's value of appearance and digital identity, providing dental practices with an opportunity to market these services effectively.

Digital Preferences: 98% of Gen Z owns a smartphone. They expect convenience and digital engagement, including online booking, digital reminders, and educational content through social media. Dental offices that adapt to these expectations can increase their reach and patient engagement.

Preventive Focus: According to the CDC, younger generations are more focused on preventive care than previous generations, making them more likely to seek regular dental check-ups if effectively encouraged.

To attract Gen-Z patients to your dental practice, it’s important to adapt to their preferences, which are shaped by the digital landscape and a desire for personalized experiences.

Here are some new-age patient acquisition tactics that dental offices should consider to effectively engage Gen-Z:

1. Social Media Presence (Especially on TikTok and Instagram)

Gen-Z spends a lot of time on social media, with TikTok and Instagram being the most popular platforms. Creating engaging short-form content, like behind-the-scenes videos, dental care tips, or myth-busting, can attract their attention.

Use relatable humor, educational content, or even collaborations with local influencers to generate interest and create a positive image of your dental office.

YouTube and TikTok videos that show what to expect during a dental appointment, introduce the team, or showcase transformations can build comfort and trust.

Live Q&A sessions can also be valuable to address common concerns or answer questions about procedures, which helps build credibility.

Gen-Z loves interactive and engaging experiences. Offer rewards for loyal patients, like points for every appointment or referral that can be redeemed for discounts, services, or branded items.

Gamify dental hygiene with challenges like “7-Day Smile Care” on social media, which encourages participants to share progress and win prizes.

4. Online Booking and Seamless Digital Experience

Gen-Z expects convenience. Make booking appointments easy with a 

Ensure your website is mobile-optimized and loads quickly since many Gen-Z patients will interact with your practice through their phones.

Power Tip: With CareStack’s built-in online scheduling module, you can set aside time slots for patients to book online, create workflows to send them on-boarding documentation, and get them to complete the documentation digitally, all before they even set foot inside your office.

Virtual consultations have become increasingly popular, and Gen-Z appreciates the convenience of telehealth. Offering an initial consultation virtually can lower barriers for those feeling uncertain about dental visits and can serve as an educational opportunity.

Power Tip: CareStack’s built-in tele-dentistry module can help you create virtual consultation time slots in your calendar, connect with the patient from within CareStack securely, and even get paid online before / after the virtual appointment.

 or dental health influencers who align with your brand to share their experiences. Authentic testimonials from people they trust can be a compelling motivator for Gen-Z.

Dental offices can also work with micro-influencers, who tend to have a highly engaged following and a more relatable presence.

. Highlight patient testimonials, share case studies, and provide genuine before-and-after images of procedures.

Showcase your team's personality with bios and fun content. Allowing patients to “meet” the people behind the office online creates a sense of trust and familiarity.

Power Tip: With CareSTack’s flexible email editor, you can create custom branding templates for your emails, and send them automatically from within CareStack. Which means that you can control and extend your brand yourselves, without paying for marketers and designers.

8. Focus on Sustainability and Social Impact

Highlight any sustainable practices you adopt, like eco-friendly toothbrushes, waste reduction initiatives, or supporting local charities. Gen-Z cares deeply about brands that align with their values.

Participating in community events and sharing your involvement on social media can also demonstrate your commitment to positive social impact.

 to phone calls. Offering appointment reminders, follow-up, and communication via SMS or even through platforms like WhatsApp and Instagram DMs can make it easier for Gen-Z to interact with your practice.

Let them DM questions directly on Instagram or other platforms where they follow you.

Power Tip: CareStack is Gen-Z ready, as it comes with in-built capabilities for two-way patient texting, along with abilities to send automated appointment reminders, recall reminders, payment reminders and a lot more.

10. Personalized Experience and Education

Personalize their experience by using reminders tailored to their preferences (e.g., choosing their favorite music for dental treatments).

Provide easy-to-understand educational content about procedures and oral health, as many Gen-Z patients value being informed before making decisions.

Power Tip: With CareStack, you can access patient education videos directly from the patient chart, so that you can show them what a gingival flap procedure is, rather than talk about it. You can also set up periodic newsletters from CareStack to broadcast to your patient base to educate them and build better patient relationships.

11. In-Office Selfie Spots and Shareable Moments

Create an “Instagrammable” corner in your office with props or a ring light where patients can take pictures after their visit. Encourage them to share their “bright smile” moments with a practice hashtag. This turns the patient experience into something shareable and fun.

Add incentives, like entering them into a giveaway if they share and tag your practice.

Gen-Z looks for social proof before making decisions. Encourage satisfied patients to leave reviews on Google, Yelp, or social media.

Share those reviews or testimonials on your social media channels to showcase happy patient experiences.

Power Tip: You can send review requests as text or email directly from the appointment scheduler as you check out the appointment, so that you can immediately convert a happy patient experience into a positive review in Google, Facebook, Yelp or others.

13. Provide Affordable and Flexible Payment Options

, student discounts, or offers targeting young patients. Gen-Z is budget-conscious, and transparent pricing can help them decide faster.

Consider options like pay-over-time services (e.g., CareCredit) and advertise them clearly so potential patients know they have flexibility when covering costs.

Power Tip: CareStack comes with CSPay, a built-in payment processing module that allows you to easily create payment plans, which you can then assign to patients and keep their cards securely on file for periodic billing. What’s more, the patient payments go back to the ledger and auto-applies against charges! Plus, your patients can make payments online, from their phones or even by scanning a QR code. How cool is that!

Use augmented reality (AR) or virtual reality (VR) to provide interactive experiences that educate Gen-Z patients on dental procedures. For instance, using VR goggles to let them “experience” what a typical dental visit looks like could be a good way to familiarize nervous patients.

Gen-Z patients are looking for a mix of convenience, transparency, and engaging experiences. Adopting a strategic digital presence on platforms where they spend time, offering easy ways to book and communicate, and adding a personal touch are key to winning over this generation. By embracing these new-age tactics, your dental practice can stand out and foster loyalty among Gen-Z patients.

Compassionate communication with patients should be considered as part of the cure and plays an important role in practice success.

With dental anxiety being one of the top reasons impacting dental visitations, excellent patient communication becomes crucial.

Establishing good, clear, and structured communication

 with patients is vital for proper diagnosis, effective treatments, and quality care for your patients. 

Ignoring Your Patients: Front Office & Clinical Staff Conduct

can make a patient confused and emotionally stressed

 when they leave your practice. While front office systems mark the first interaction the patients have with your practice, clinical operations cover everything that falls between the initial consult and diagnosis to case acceptance. Together, these critical practice systems form the core of your patient experience. 

 for both of these systems. The front desk handles activities that range from answering phone calls, resolving queries, handling new patients, 

. Clinical operations handle patient transitions through diagnosis, consultations, plan presentations, and addressing patient concerns regarding treatments.

It must be consciously ensured while juggling multiple tasks that your 

. While nobody does this on purpose, it is an unfortunate and critical outcome that starts to creep slowly into your practice culture. This normally happens when a practice prioritizes efficiency over patient comfort and is a trait that needs to be watched out for and avoided.

Patient feedback is a luxury. Not all patients provide you with inputs on staff conduct and care experience. They leave and move on to the next practice.

Negative communication includes both verbal & non-verbal communication. The rolling of the eyes, an aggressive tone of voice, and the sigh when answering a question, are cues that reflect your attitude. These are strong indicators for which patients remain alert to judge the quality of practice. 

A negative attitude affects both patients and internal staff alike.

Another ‘must avoid’ is second-guessing decisions made by doctors in front of patients. It’s important to have an honest and open communication culture, but not at the cost of undermining the credibility of the dentist in the eyes of the patient.

The next item on the not-to-do list is office gossip. It is a healthy practice to 

. While this may seem like a good way to keep things jovial at the workplace, it can soon turn toxic and take over the work culture. Moreover, 

patients can quickly pick up the vibe of the office

, and gossiping impacts how patients start viewing your practice.

Professionalism & Confidence: Stop Using ‘No’ and ‘Maybe’

Professionalism and patient care rank among the top two parameters considered by patients when they choose a practice. Patients are already anxious about dental procedures and their associated costs when they turn up.

patients want to entrust their oral health in the hands of confident professionals

 who know what they are about. There is no way patients can judge the quality of treatment other than relying on physical cues and the attitude, conduct, and professionalism of your staff. It is important that your staff understands this. 

Avoid using ‘Maybe’ and ‘No’ when interacting with your patients, be it while discussing treatments, greeting them at the front desk, or how you address patient queries. Instances where your employees are unaware of how to address certain queries, especially in the case of benefits coverage, need to be handled with skill and confidence. This is when your call scripts, mock drills, and training pay off.

typical patient remembers less than half of what their doctor tells them

, especially when communicating treatment procedures. Try to avoid technical terms and industry jargon. The objective of patient communication is to 

people don’t usually acknowledge something that they don’t understand

. This holds true when explaining treatment plans to your patient, who hesitates to ask questions. The last thing you want is your patients to zone out and drag their feet during case acceptance.

Oral health is your number one priority when treating patients. On the other hand, this might not always be your patient’s first priority. While medical health is normally considered a top priority for dental procedures, your patients might consider their finances first.

This is when patients opt for quick fixes or delay procedures to cut down on their out-of-pocket costs. In such a context, 

patients deeply resent last-minute surprises

 in payments and the scope of benefits covered. 

Clarity and honesty on the cost of services are an integral part of the patient experience in dentistry. When communication of costs is carried out half-heartedly or without the proper attention it deserves, you lose credibility in the eyes of your patient. Once this happens, they start second-guessing all the previous and future treatments you recommend.

The Best Approach For Effective Patient Communications

Acing the Emotional Quotient: Listen, Empathize, Solve, Repeat!

Fostering loyalty in your patients and standing out from your competition requires more than competent dental care. Lasting relationships are built based on the value you provide to your patients. For a practice, this means going beyond competent care to embrace the emotional quotient of human needs. When your patients start seeing you as their personal oral-health guardian rather than just a dentist among many, you 

establish a strong foundation built on trust

Your employees need to understand this distinction. A practice is not just an outlet to sell services to consumers. The primary priority of your practice is patient health, and success is just the natural consequence of this focus. To achieve one, you must focus on the other. For this, you need to 

listen to your patient, have empathy and provide solutions to their problems

When you listen to your patients, it shows your depth of interest to solve their problems. Respect is nothing but paying attention. Listening connects a bridge of empathy with your patient that lets you go above and beyond conversation scripts to build lasting relationships.

Solving patient problems is a skill set that needs to be honed

 with consistency. Your passion for dentistry will get you started, but you need skill for the endurance required for practice success. This is where investing in continual improvement initiatives and training pays dividends for yourself and your staff. 

Communicate in Layman Terms: Before, During, And After Treatments

Using jargon and medical terms is a poor approach to patient communication. It is vital that you 

build a narrative that is relatable to the layman

. For instance, ‘carious lesions’ can be better expressed as ‘cavities,’ ‘periapical radiolucencies’ in a patient x-ray can be better described as a ‘puss pocket’ in their bones, and ‘periodontal treatment’ becomes ‘gum disease.’

At the operatory, don’t seat the patient and then leave without an explanation. Acknowledge the patient, and if they are in the mood, 

 being made. It’s beneficial to communicate the ‘what’ and the ‘why’ of the procedure while at the operatory. 

Check in with the patient frequently during the procedure

 and initiate efforts to make them feel at ease. 

Immediately after the procedure is complete, make sure that you communicate what has been done and discuss the next steps. Personally escort your patient out of the operatory while making sure that you let them voice their concerns and provide expert counseling to assuage their fears.

From using visual aids to explain complex 

, technology amplifies the quality of your patient communication and interaction. Practice management software (PMS) is a great investment that aids patient communication processes at a practice.

CareStack helps you roll out a structured communication framework that provides a convenient pre-visit process, 

 during visits, and ongoing post-visit patient engagement. CareStack features solutions such as easy-to-use 

 a breeze for both patients and the practice. 

The relevance of excellent patient communication is often downplayed and is considered an add-on to dental treatments. But 

from a patient’s perspective, communication holds equal importance, if not more

. Effective patient communication builds stronger customer relationships, develops customer loyalty, generates referrals, boosts patient volumes, and improves the reputation of your dental practice.

The Do’s & Dont’s for Effective Patient Communication

“Hi!” at its physical core can be best defined as a sound with an intonation. But is it so?
Just two letters worth of a sound can evoke curiosity, attention, elation, and a range of other emotions.

 is the foundational block that has elevated humankind to where we stand today – as the species that rules the planet. And it’s not just communicating, but conveying “effectively”, a “wide range of emotions, logical explanations, and reasoning patterns” through a shared common medium – “the language” that has distinguished us from the animalistic voices still used by our genetic ancestors.

On the cusp of the 21st century, we have grown, evolved, and matured. The world is no more a large piece of earthly mass surrounded by deep seas, but a connected environment where talking to a person on the other end is just a matter of a few button clicks.

But, with technology catapulting us so much into the future, are we as connected as we are empowered to be? Do we keep in touch? Do we talk? Do we connect when it matters?

Things are not too bright at the dental practice either, when it comes to 

. Even when there is much leverage of technological advancements in terms of improving clinical care, a parallel narrative of 

using technology to get closer to the patient

 is not something common that happens at any practice.

 at the practice is still a nascent project, one that always goes to the back burner, considering the gravity of other issues plaguing the dental landscape. There is never an effort to get back to the patients unless they have booked an appointment or are physically present at your practice. Why are they not remembered?

Setting the Agenda for Patient Communication

Why do you need to spend time brainstorming and perfecting patient communication at your dental practice? What’s in it for the provider, the patient, and the practice?

, communicating the right way is paramount to your practice's success and career growth. Even when you are acing the clinical diagnosis and 

, if you cannot connect to your patient as a calm, knowledgeable figure and put across your findings in a lucid and comprehensible manner, you cannot prosper.

, healthy communication with the provider always leaves the patient happy. When they are educated about the treatment plans, financing options, and the best possible utilization of their plan benefits, they start seeing you as a true partner willing to offer guidance and help them get the best oral care treatment.

Browse Content

Explore All