How a 12-Location Dental DSO Centralized Patient Access and Reduced Costs by 40%
A Multi-Location Dental DSO
See how a 12-location dental DSO benchmark centralized patient access, improved answer rate to 98%, and cut front-desk labor costs by 40%.
Composite benchmark built from anonymized multi-location dental operating patterns and typical outcomes observed during patient-access centralization projects.
Best Fit
This example is a composite benchmark built from anonymized operating patterns. Results vary based on location mix, staffing, systems, and patient demand.
At a Glance
The Challenge
This growing DSO faced fragmented operations with each location handling their own phones, scheduling, and patient communications. Inconsistent patient experiences, 12 different phone systems, and staffing overhead of 2-3 front desk staff per location created mounting operational costs. The leadership team struggled to implement standardized processes across acquired practices.
The Solution
My Business Care Team deployed a centralized patient access center serving all 12 locations. We unified communications, standardized workflows, and created a single source of truth for patient interactions across the entire organization.
What We Implemented
- ✓ Phased rollout: 3 pilot locations, then scaled to all 12 over 90 days
- ✓ Unified phone system with intelligent routing by location and provider
- ✓ Centralized scheduling with real-time calendar access across all practices
- ✓ Standardized intake workflows and insurance verification protocols
- ✓ Custom reporting dashboards for executive visibility
- ✓ Integration with multiple practice management systems
Systems & Workflows Involved
- ✓ Unified phone routing by location and provider
- ✓ Centralized scheduling across practices
- ✓ Standardized intake and insurance workflows
- ✓ Executive dashboards for multi-location visibility
The Results
Within 6 months, this DSO achieved 40% reduction in front-desk labor costs while improving patient satisfaction scores across all locations. The centralized model enabled faster acquisition integration for new practices.
"The centralized model gave us consistency we never had before, and the cost savings funded our next two acquisitions."COO Multi-Location Dental DSO
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