DentalUnited States

Avora 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.

after-hours enquiries booked in month one

<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

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

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.