Data Warehouse:
Dental Practice

Overview:
The location only makes money when patients are in chairs, this is a commonly tracked metric. The more complex one is understanding the utilization rate of the hygienists at each location by day relative to the chairs.

This is critical because hygienists are scheduled in morning/afternoon shifts. As a result, a hygienist being scheduled for a single morning cleaning appointment won't maximize the revenue generated by that shift.

The team tries to prevent this at the time of booking. But because appointments are booked 3-6 months out, changes/cancellations are made, and low utilization schedules happen.

Report:
The scheduling data is available from Solutionreach but it doesn't include the type of appointment. Because of that, the implementation would need to reference the Dentrix data to understand the type of appointment.

Initially, the report will flag any morning/afternoon periods where a hygienist is scheduled for less than 3 cleanings. The warehouse will proactively send the report to frontdesk staff on Friday morning for the following week's schedule.

In a future version, the report will incorporate additional business logic to factor in the number of chairs, scheduled cleanings, and scheduled hygienists.

Actions:
Frontdesk staff will review the report and work to reschedule patients to fix the low utilization schedule.

Overview:
Elective, cosmetic procedures are the most profitable for the practice. This is because the patients pay cash, the procedures are simple, and patients can repeat them frequently. As a result, a large percent of the practice's marketing is focussed on cosmetic procedures. The practice creates cosmetic focussed website content for SEO/content marketing. The practice also sends marketing emails featuring this content to current patients.

Currently, it's very difficult to understand attribution for booked procedures because data from various platforms needs to be manually exported, imported into Excel, normalized, and analyzed. As a result, this report isn't created often and leadership doesn't have a good understanding of which marketing activities are effective at driving bookings.

Report:
The goal is to create a marketing journey for each of the booked cosmetic procedures. The journey will capture which, if any, touchpoints the patient encountered before booking the procedure.

The journeys will combine and correlate data from:

• Dentrix to retrieve the cosmetic procedures, revenue, and patient details
• HubSpot to capture content views and lead form submissions
• MailChimp for patient level email click through

In the initial version, leadership will be able to produce a report over time aggregating the top touchpoints leading to a booking.

Actions:
Leadership will make this report available to marketing agency partners. Partners will use the report to understand what content and email campaigns result in revenue. This will allow them to focus on creating content and email campaigns which perform well.

Overview:
Late cancellations (within 24 hours) and no shows to appointments are very costly to the practice, especially for speciality procedures. The practice has implemented a "reminder" process as well as escalating fees for but the issue is persisting.

In addition, the "one size fits all" approach to appointment reminders requires a phone call from the front desk to all patients, regardless of the procedure type or if the patient has canceled in the past, adding operational overhead to the practice.

Solutionreach tracks which appointments were late cancellations or no shows but there is no system to annotate if a patient is likely to cancel.

Report:
The warehouse will create a new table to assign a "likely to cancel" category to each patient based on their past appointment behavior. This will be assigned from scheduling data from Solutionreach along with the procedure information from Dentix.

The practice will create different reminder schemes based on the "likely to cancel" category.

Actions:
Initially, every Monday the warehouse will automatically send an email to the front desk with a list of patients and their likelihood to cancel. The frontdesk will call any patients in the "high" category to remind them about their appointment.

Over time, the practice will evaluate what reminder schemes are the most effective. And they will be able to identify "very likely to cancel" patients that they may consider dropping from the practice.

Sample Report: