Managing a dental practice involves balancing clinical excellence with efficient operations—and one area that’s often overlooked is key performance indicators (KPIs) related to call handling and patient flow. A recent conversation highlighted this: a colleague remarked that missed calls at dental offices have reached “epidemic” levels. While that might sound dramatic, the stats back it up.

A recent study analyzed over 2 million patient calls since 2013, and they've found that nearly 400,000 were missed. That’s a lot of potential new patients slipping through the cracks. So, which KPIs should dental practices focus on to improve patient acquisition, conversion, and retention?

Here are four essential KPIs that can make a significant difference:

1. New Patient Value

Every new patient represents potential revenue, and understanding each patient's value is crucial for growth. Consider the “Jeff” scenario: one missed call could have been from a patient like Jeff, who ultimately spends $7,500 on elective services. Tracking new patient value helps practices see how every interaction can translate to revenue over time.

Key Benefits of Tracking New Patient Value:

• Helps in strategic decision-making for marketing and patient engagement.
• Demonstrates the ROI of patient acquisition efforts.
• Highlights the potential revenue impact of each new patient.

2. Call Conversion Rate

The call conversion rate is the percentage of calls that turn into scheduled appointments. This is where your team’s skills in patient engagement and even insurance discussions come into play. Sometimes insurance limitations are a barrier, but training and a savvy, sales-oriented approach at the front desk can improve this KPI.

Tips to Improve Call Conversion:

• Train your team to confidently discuss treatment plans and payment options.
• Implement membership plans or flexible payment options for patients without insurance.
• Ensure the person answering calls is skilled in patient engagement and scheduling.

3. Call Answer Rate

Did you know that the average dental practice only answers about 75% of its incoming calls? Our most successful clients target an answer rate of 90% or higher. Why? Because missed calls equal missed revenue opportunities. One practice we analyzed was missing over half of their calls—52 out of every 100—which directly impacted their patient numbers and revenue.

Ways to Increase Call Answer Rate:

• Train staff to prioritize answering calls live whenever possible.
• Consider a backup call service during peak hours to capture every inquiry.
• Track call patterns to optimize staff availability during high-call periods.

4. Consistency in Marketing and Patient Flow

Consistency is key for effective marketing, yet many practices alternate marketing efforts due to budget concerns or other priorities. This inconsistent approach often leads to unpredictable new patient flow. We’ve seen practices that fluctuate in their marketing see up-and-down patient numbers, which can impact everything from scheduling to revenue projections.

Why Consistency Matters:

• Consistent marketing efforts help stabilize patient flow.
• Reliable patient flow makes scheduling and resource planning easier.
• Over time, consistent marketing results in predictable growth.

Want to learn more? Schedule a call with us today and let's discuss how leveraging these KPIs can help your practice thrive.