Patient Prism Publishes Executive Cast Study with Heartland Dental

 

Even with all the technology available today, one of the still primary ways that offices stay in contact with patients is through phone calls.  Of course, for many offices, the phone is a bit of a black hole.  Things such as who is the caller, what did they need, or was the phone even answered, are difficult for many practice owners to know.

However, technology does exist that can help with monitoring office phone lines 24/7.  Often a phone call can be the difference between a scheduled appointment and a lost opportunity.  Systems like Patient Prism can monitor phone calls and provide some vital answers as well as solid insights.

To try and help answer those questions, and many others, Heartland Dental turned to Patient Prism.  Here's a quote from a recent executive summary.

For years, Heartland Dental had visibility into the top of the funnel and almost nothing past it. Ring Central gave the Patient Service Center team good data on which calls came in and which went unanswered — that visibility was the original reason the Patient Service Center existed. But the path from a marketed phone number to a booked appointment was largely invisible.

Supported practices outside the Patient Service Center were answering only 60 to 70 percent of inbound calls. That is a structural problem at any scale, and a serious one when those practices are paying for local marketing that drives the phone to ring in the first place. Even when calls were answered, practice leadership had no reliable read on what was happening on them. Why were patients calling? What were team members saying? Where were bookings breaking down? At the office level, Heartland was effectively blind to providing data to and assisting its supported practices’ booking rate.

Marketing attribution was a separate fight. Calls could be tied to campaigns at the phone-number level, but matching a caller’s number back to a patient record to confirm the call became an appointment required manual data entry that was, in Pat Bauer’s words, a guessing game. Marketing dollars were scaling. The visibility was not.

The  executive summary is now online and provides some pretty interesting info.  If you are interested in seeing what Heartland Dental learned, here is the link.  Even solo practitioners can gain some great insights from systems like this, so I recommend giving it a read.  Fair warning, it will take you a few mintues, but it's worth it.  You may determine having an AI. phone system can be a real boost to your practice.