DentalUnited StatesAvora Dental of Altamont made the first call feel like the practice
A practice that competes on how it feels to be a patient, where a missed call is the first thing a new patient ever learns about you.
Hear it from them
Dr. Aashil Shah
Avora Dental of Altamont
0
after-hours enquiries booked in the first month
<0 wk
from kickoff to running smoothly
24/7
cover on the existing number
Before
What was breaking
- The practice is built on how it feels to be a patient, and the phone was the one part that still felt like everywhere else.
- Monday to Thursday after hours, and all of Friday to Sunday when the building was closed, nobody was there to pick up, and most new-patient callers never left a voicemail.
- Hygiene recalls were worked whenever somebody had a spare hour, which in practice meant rarely.
What we did
How it works now
- Calls are answered on the existing number, in the practice's own tone, with no menu to press through.
- Evening and weekend enquiries are qualified and booked rather than left as a voicemail nobody returns.
- Recall outreach runs on the practice's own interval instead of waiting for a gap in the day.
After
What changed
- Dr. Shah asks for changes to how calls are handled, and sees them in place almost straight away.
- Enquiries that used to arrive as a missed call arrive as an appointment.
- Write-back into Eaglesoft is being connected now, so the last rekeying step goes too.
“They're not being met with just a simple voicemail. They're actually being spoken with, and they're able to get on the schedule.”
The same flow, running
What this looks like on a live call.
The story above describes it. This is the flow itself, recorded end to end.
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