July 12, 2023

Breaking Down Silos: Unifying Operations Across Multiple Locations with Practice Management System

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As leaders in the rapidly advancing dental care industry, Dental Service Organizations (DSOs) are no strangers to multi-location management's inherent complexities. Quality control, patient experience, and administrative optimization often become bottlenecks in a sprawling, geographically diverse organization. Fortunately, digital technology, specifically a practice management system (PMS), offers solutions to streamline these complexities.

A PMS is a tool to consolidate data, standardized patient experiences, and drive operational efficiencies across all locations. It's more than just a software solution—it's a strategic asset that can unify operations, eliminate information silos, and streamline processes, transforming the overall functioning of DSOs.

In this article, we'll dive into how the right PMS can resolve existing operational challenges and pave the way for a future characterized by personalized patient experiences, data-led decisions, and efficient, unified operations. As seasoned professionals in the DSO domain, you'll appreciate how PMS can further augment your operational efficiency and patient care outcomes. Let's get started. 

The Challenge of Scaling

Scaling a DSO introduces a series of operational complexities, particularly when managing several sites. The more practices added to the organization, the harder it becomes to ensure consistency in quality of care, patient experience, and overall operational efficiency. 

Traditional systems often result in data silos, where each location operates as a separate entity with its unique set of patient records, operational data, and processes. These silos can lead to communication gaps, hindering collaboration and coordination across different sites. This often translates into inconsistent patient experiences, discrepancies in administrative procedures, and significant inefficiencies that can inhibit an organization's growth and profitability.

The Silo Problem

When data is trapped in separate systems, the free flow of information is stifled, creating roadblocks to seamless care and service delivery. For example, a patient visiting a different branch of the same DSO might find that their records are not readily available, leading to delays, duplication of procedures, and a frustrating experience. 

Additionally, these silos can hinder a unified view of business operations, making monitoring performance, identifying trends, and implementing improvements across the board is challenging. Over time, these barriers can hamper business growth, lead to missed opportunities, and negatively impact the DSO's reputation for providing consistent, high-quality care.

Digital Transformation in DSOs

Many DSOs are embarking into a digital transformation as a solution in response to these challenges. By adopting digital technologies, dental practices can streamline their operations, break down data silos, and enhance patient care and experiences. 

According to the IDC, a top tier research organization, investments in digital transformation are expected to increase to more than 53% of combined information and communications technologies by 2023, up from 36% today. 

What type of technologies are they investing in? Typically, they choose PMS platforms that can handle multiple facets of dental practice management, from patient records to appointment scheduling and billing.

What Can a Practice Management System Do?

A PMS can be a powerful unifying force for DSOs, integrating data and processes across multiple locations. It centralizes information, making it accessible and consistent across all sites, eliminating the silo effect. 

A PMS can seamlessly handle patient records, ensuring that patient history, treatment plans, and other essential data are readily available, regardless of which location a patient visits. It also streamlines communication across sites, allowing for better collaboration and coordination among staff. 

With robust scheduling, billing, and reporting capabilities, PMS:

  • Enhances operational efficiency
  • Reduces administrative burdens
  • Provides actionable insights to drive continuous improvement and growth 

Preparing for Transition

Embracing digital transformation and implementing PMS involves a significant shift in operations and may present some challenges. 

Here are some steps DSOs can take to prepare:

  1. Assessing their current processes and identifying areas that can benefit from digitalization. 
  2. Involving stakeholders from all levels in the decision-making and planning process can ensure buy-in and facilitate smoother implementation. 
  3. Staff training is crucial to ensure that everyone can effectively use the new system.
  4. Anticipate some resistance to change and address it proactively by offering support, clearly communicating the benefits of the new system, and addressing concerns.

The Benefits of Practice Management Systems for DSOs

DSOs that choose an effective PMS can streamline operations and increase efficiency across the board. Here are some additional benefits of using the right PMS.

Enhanced Patient Experience

One of the most critical areas of impact is the patient experience. With centralized data and seamless communication features, PMS can enable highly personalized care, tailoring treatment plans based on a comprehensive understanding of each patient's history, preferences, and needs. Patients will no longer just be another file in the system but individuals with unique healthcare journeys.

Data-Driven Decisions

The use of PMS brings a new era of data-driven decision-making for DSOs. Comprehensive reporting capabilities and real-time analytics provide a bird's eye view of operations, allowing for swift identification of trends, challenges, and opportunities. Traditionally, most PMSs don’t enable data-driven decisions because they are unable to report on a large scale and are challenged by too much data. Effective decisions need accurate data and analytics at scale. That’s where an effective PMS like Ora comes in. Whether streamlining workflows, optimizing resource allocation, or identifying the most effective treatments, data-driven insights can drive continuous improvement and foster innovation in dental care delivery.

AI and Machine Learning

But the possibilities extend beyond this. As digital technology continues to evolve, features such as artificial intelligence and machine learning could be integrated into PMS, unlocking even more potential for efficiency, personalization, and predictive analytics. Using Smart Scheduling and AI-driven technologies, the right PMS allows offices to schedule based on revenue and availability, ensuring appointment slots are filled with patients. This enables each day to reach maximum productivity using an automated, custom workflow. 

This technology can also enhance clinical workflows. Treatment sequencing that’s powered by machine learning can minimize mistakes while maximizing the patient experience and overall revenue.

What’s Next?

DSOs face a unique set of challenges as they strive to provide high-quality care across multiple locations. Traditional systems and operational silos can create barriers to seamless communication, efficient operations, and consistent patient experiences. However, the digital transformation wave, spearheaded by tools like the right PMS, offers an effective solution.

This software serves as a unifying force, breaking down data silos, streamlining communication, and improving operational efficiency. It enables personalized patient experiences and data-driven decision-making, setting the stage for a more innovative and efficient future for DSOs.

As we move forward in this digital era, DSOs should consider choosing the right PMS that can be a strategic partner for growth and operational unification—making them well-positioned to navigate today's challenges and seize tomorrow's opportunities.


Oral Health Group. (December 2, 20220). The Evolving Digital Practice. https://www.oralhealthgroup.com/features/the-evolving-digital-practice/

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