Customer Overview

Washington Smiles is a high-volume dental practice with four doctors offering a comprehensive range of services, including general dentistry, same-day crowns, dental implants, Invisalign, and sleep apnea treatment. The practice serves a busy patient base and has a strong team committed to delivering quality care.

The Challenge

Washington Smiles had been using a call tracking company for years, but the team rarely listened to the recordings because it was simply too time-consuming. They had data they couldn’t act on. Without a fast, efficient way to understand how calls were being handled, they couldn’t identify missed revenue, coach their team effectively, or track performance by individual staff member. They needed a solution that gave them real visibility without adding hours of manual review.

Why Patient Prism

Patient Prism replaced passive call recording with active call intelligence. The platform uses AI to analyze every new patient call, identify the services requested and the associated revenue opportunity, determine whether the caller scheduled, and, when they didn’t, send a RELO alert back to the practice quickly with specific guidance on how to follow up. For Office Manager Nicole Struckhoff and Dr. Melissa Smith, the appeal was immediate: actionable insight delivered fast, without micromanagement.

Results

Washington Smiles’ new patient booking rate climbed from 65% to 92% after implementing Patient Prism, a direct and measurable increase in new patient revenue. The team responded well to the accountability the platform created, and staff members appreciated being recognized when they hit performance benchmarks. Patient Prism’s certificates of excellence and Staff Report dashboard made it easy to identify top performers and provide targeted coaching where needed.

The results were compelling enough that Dr. Smith expanded Patient Prism to three additional dental practices in the fall of 2020.

“We’ve gone from booking 65% of new patient calls to booking 92% of callers. It’s definitely increased new patient revenue; there’s a direct correlation.”
— Nicole Struckhoff, Office Manager, Washington Smiles

“With Patient Prism, I know what’s happening with every call, almost in real-time. It’s the best way to see how calls are being handled without micromanaging my team.”
— Melissa Smith, DDS

65% → 92%

New patient call booking rate after implementing Patient Prism

Real-Time

Visibility into every call without micromanaging the team

4 Practices

Expanded Patient Prism rollout after proven success at one location