Increasing consolidation by Dental Service Organizations (DSOs) and group practices, is reshaping the dental industry. 

 continue to grow, they must rely on technology solutions to scale sustainably.

So what is sustainable scaling, and how does it impact long-term profitability and value? For group practices and DSOs, scale is not just about growth. It's the ability to 

, reducing quality, or changing the organization's core values.

 with cloud-based practice software that meets their unique needs. Cloud-based systems don't require extensive hardware purchases, and 

 online by authorized administrators. They are browser-based, which means you can access them from anywhere and from any device.

Before we explore the value-add from cloud-based systems, let's look at the available alternatives.

Why Cloud-Based Practice Management Solution Is the Next Big Thing

Legacy systems predate cloud technology and are still being used widely in the dental industry. They store information on local devices and servers, thus requiring one's physical presence at each location to do the work. These old 'bolt-on' software, as they are aptly named, come with pre-set features that 

lack flexibility, have higher maintenance costs, and require constant upkeep

Moreover, practices have to employ dedicated manpower to maintain both the hardware and software for each practice location. The frustration to collect and compile data across locations and the 

 lower the appeal for these outdated systems. While 83% of healthcare organizations have adopted cloud-based solutions, this technology wave is yet to catch up in dentistry.

The cloud-based systems are here to stay, especially with both Group & DSOs targeting sustainable growth. Let's look at how cloud-based solutions help 

The subscription-based cloud-practice management software not only lowers cost but also provides value with the many advantages provided through its 'pay for what you use' payment models. They require little in the way of local hardware beyond computer workstations and internet access. A major portion of these savings comes from 

. Traditional multi-location legacy systems require extensive hardware, trained personnel, and frequent maintenance. This includes upgrades and maintenance to both hardware and software.

vendor charges you for the legacy software as upfront costs

. This doesn't include the hidden costs of the infrastructural backbone necessary to support legacy software. Costs increase over time for comparatively limited benefits, especially when scaling your business across multiple locations.

With centralized data, both patients and providers can travel to 

different locations without the need for duplicate records

. It brings clarity to provider compensation and streamlines collections. Moreover, cloud-based systems reduce data duplication and end piecemeal reporting, fragmented 

Issues such as collection delays, the duplication of bills and patient records, higher staff turnover rates, stagnant growth, and patient dissatisfaction are strong indicators to consider adopting cloud-based solutions for a centralized data structure. Embracing data centralization can optimize your organization's workflows for key business functions, as you continue to expand your practice locations.

With legacy desktop systems, locations aren't on a centralized system, and management has to pull reports from each system and compile them for a comprehensive overview of their performance at the enterprise level.

Modern cloud-based practice management systems 

 to vital practice data across multiple locations from anywhere and on any device. This level of access negates operational and administrative hassles while increasing the overall efficiency and productivity of the business. They provide a single source of truth for groups and DSOs to access and monitor real-time data on practice performance.

Legacy systems have the practice's patient records and other sensitive information stored locally, on-site, on computer hard drives, or practice servers. This leaves them vulnerable to theft or damage, despite backups and security routines. HIPAA breaches result in heavy fines and loss of credibility in the eyes of your patients.

Unlike bolt-on systems, where you single-handedly shoulder all the risks, cloud-based systems have much more robust features. A qualified team gets solely tasked with monitoring risks. In the eventuality that a breach might occur, cloud-based providers stand alongside you for resolution and support.

With cloud-based PMS, users log in to access the latest version of their software. These seamless software updates are a far cry from the cumbersome upgrades for desktop systems. There is no need to keep track of license versions, downloads, and setups. Moreover, cloud practice management software incorporates the latest updates on industry and regulatory changes on recurring release schedules.

The benefits of cloud-based PMS to achieving sustainable scaling are undeniable.

 The cloud-based practice management solution from CareStack provides you with centralized control of 

. Moreover, regular updates, cost savings, 

 are factors that contribute to the organizational scalability of your multi-location dental organization.

Scaling Sustainably with the Cloud

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

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

 leads the technology wave in dentistry and brings with it the benefits of automation. Dental practices can achieve new levels of 

 with automation and provide great value for their patients. Before exploring the ‘how’ of practice automation, let’s consider the ‘why’ of it first.

groups and Dental Service Organizations (DSOs)

 pushes practice owners to work harder than ever before. There is a massive need for dental practices to add value, improve patient engagement, and provide consistent quality of service. All this while reducing overheads and efficiently navigating the trenches of day-to-day operations. 

Automation is already playing a key role in increasing case acceptance, improving patient engagement, acquiring new patients, and streamlining communication and coordination between staff members and patients alike. With the new realities of Covid-19, 

 solution for dental practices to consider. 

Here are four processes that benefit from automation in a dental office:

1. Reminders: Treatment plans, Appointments, Patient recalls

 is a great way to improve patient retention and practice efficiency. A modern cloud-based practice management software helps you roll out reminders for multiple contexts. This includes but is not limited to 

 and patient recalls. Reach out to your patients, reach out to them in ways they prefer, like text messages and emails. 

Moreover, automating follow-ups effectively ensures that your patients are well cared for even 

. Let’s consider automation in the context of treatment plans. Once you’ve completed a treatment procedure and outlined the next steps, a follow-through email detailing the care instructions gets delivered to your patients. Automating this process, removes the possibility of errors and ensures that your patients receive necessary instructions before they get back home.

 which are the backbone of any thriving practice. This is a time-intensive activity that demands constant attention and effort from your staff. It requires careful planning and communication across multiple channels and media platforms. Additionally, you need to monitor patient interactions and maintain a proper cadence for your recall campaigns to yield results. Automation helps you roll out your plans at the flip of a switch and provides periodic data that paints an accurate picture for recall campaigns. It helps 

 that tells you what works, what needs to improve, and what has to change. 

The ability to configure the frequency and format of reminders is another added benefit of automation. Let’s consider appointment reminders. Practice management software lets you configure how frequently reminders get sent. You can easily 

, based on patient types and their preferences. Configure daily, weekly, hourly, or custom reminders for each patient type. You can send frequent reminders to those patients that need them while respecting the privacy of patients who keep their appointments and don’t wish to be bothered. Such configurations help you add 

 and improve engagement without any additional grunt work. 

Cancellations and no-shows are the facts of life at a dental practice. No matter how much you refine your plans for missed appointments, it always sends your front desk into a frenzy to fill empty slots. These last-minute changes scramble your plans for productive scheduling, where you carefully structure your daily schedules to meet production targets. Practice management solutions offer fill-in features that 

automatically detect last-minute cancellations

 and run through your cancellation lists until a replacement is found. 

 through your website, the patient intake process becomes a breeze. Electronic forms streamline the patient registration process and enable patients to fill in the required paperwork before they set foot in your practice. They have the flexibility to complete the intake process using their laptops or smartphones. The main contribution from automation is in the time saved when the digital registration forms 

. This ensures accuracy and is a convenient alternative for the practice and the patient. Hours spent in entering data from messy notes get done in a matter of minutes.

Patient ratings are a crucial part of the new patient sales funnel. Normally, this involves collecting patient feedback from the front desk, compiling and then posting it onto digital platforms. With 

 features, practice management software helps 

. Text messages with links to register feedback get sent to patients as soon as they check out from your practice. All it takes is a few clicks to gather and post feedback and testimonials to your website and social media platforms.

Disruptive technology offerings by CareStack help streamline your production by 

one complete solution to manage everything

, and more. Gain more time to focus on your staff, patients, and your personal life. Get a lot done in just a few clicks.

Dental Practice Automation

Dental Practice Automation: 4 Ways to Improve Practice Efficiency

󠀠Without a doubt, the case acceptance rates at your dental practice are the most important metric for production performance.

Prominent literature on the subject matter is littered with techniques on how persuasive you should be, how impressive or professional you should seem, the kind of financial options you must provide, and how to offer quick fixes that maximize case acceptance per patient.

While some techniques do work, we have compiled for you a more principled approach to case acceptance.

These 9 steps and the principles listed within them will set you up for production success. However, before you proceed, the one and only rule of the 9-step approach is never to bypass the order of the steps mentioned below.

The case acceptance rate indicates how much production the practice leaves on the table. It also specifies how well the examinations are done and how the staff communicates the proposed treatments to patients.

With that said, let’s get started with Step -- Knowing your patient. 󠀠

A major factor in case acceptance depends on how a patient makes purchase decisions.

The deciding factor for successful case acceptance might not always be the need for treatment or the quality of your presentations.

This is why it is vital to know your patients and understand what factors influence the choices they make.

For this to occur, you need patience, structure, and consistency. Patience to understand your patient, a structured interaction to help identify their preferences, biases, and insecurities, followed with consistent effort to refine your patient interactions.

Understanding your patient’s past decisions on dental treatments is certainly important. However, before you have that conversation, it is important to understand their viewpoints regarding health.

Learning how your patient quit smoking or started exercising can enable you to help them make ‘present’ and ‘future’ dental decisions.

Find out what your patients want and what they wish to avoid. The first step to help them identify what they want is to help them articulate what they don’t want.

This sets a strong platform where you can outline their expectations and address their misgivings. For instance, a conversation regarding a patient’s concern about losing teeth could move into a discussion on the solutions to maintain healthy teeth.

The decisions patients make are a reflection of their values. Spending time to know their values, aspirations, and limitations helps you present tailored 

Diagnose Thoroughly

This is an obvious second step leading up to case acceptance. Before you recommend a comprehensive long-term plan, you have to know the existing oral-health conditions of your patient.

A thoughtful, methodical, and careful diagnosis gives you the confidence to back the long-term vision for your patient’s oral health.

It’s understandable why dentists feel skeptical about presenting long-term plans.

They worry that this might drive patients away from their practice as they believe most patients are interested in short-term fixes.

Irrespective of what a patient decides, maintaining high standards of diagnosis is bound to favor the dentist. Formulating skillful recommendations based on a comprehensive diagnosis conveys your sincerity like nothing else.

The best way to formulate recommendations is to get your team involved.

Analyze charts, x-rays, study models, treatment history, pictures, and everything you know about the patient.

Compare the results with your knowledge of the best procedures and the latest solutions in dentistry.

While presenting your long-term plans, you let the patient know that your recommendations are based on a comprehensive study and not guesswork.

You also ensure that you don’t eliminate dental care options for them in the future by pushing for quick fixes.

Such an approach fosters trust and credibility regarding your conduct and professionalism.

Success loves preparation, and your preparation at this stage pays off during plan presentations.

An important factor during consultations is to avoid an immediate leap into the details of treatment procedures. Before gaining consent on procedures, it is important to agree on the outcomes first.

This helps you and your patients fine-tune expectations and increase the chances of case acceptance.

For instance, let’s consider an outcome where a patient wants to maintain their natural teeth for the rest of their lives.

The patient also wants to take advantage of insurance benefits from an employer without compromising comfort and time.

Establishing such an outcome helps you develop a plan for predictable restorations and choice of materials.

It also lets you formulate an approach that best utilizes their insurance benefits while providing a comfortable dental solution and spending the least time on treatments and visitations.

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