Average Case Acceptance Rates Are Shockingly Low
And Other Top Takeaways from The 2025 Catalyst Index
May 20, 2025
Read time: 4 min
For years, our annual benchmarking report has empowered thousands of dental practices to gain a better understanding of their performance by measuring it against their competitors. Building on this legacy, our latest report raises the bar for the entire industry, sharing the specific strategies employed by the top 10% DSOs and private practices.
Today we’re sharing a sneak peek of the full report with our top five takeaways from this year’s Catalyst Index.
1. Average case acceptance rates are shockingly low – and it’s no secret why
Nealy 60% of patients turn down treatment at the average practice. That comes down to three frustrating reasons:
- Ineffective patient education
- A lack of pricing clarity
- A disappointing experience
2. Our experts were most surprised by the month-long appointment lead times
Of all the data, the long appointment lead times for the industry average were most surprising. “The appointment lead time number is wild,” said Dr. Ryan Hungate, Chief Clinical and Strategy Officer, Henry Schein One. “If a patient has a real emergency, they're finding a doctor to go to now. I can't understand why you wouldn't solve that problem.”
3. Gross production grew nearly 50% YoY for the top 10% – but not for the reason you think
Here's a surprise: top earners saw a big jump in profits despite a drop in daily appointments. Our experts agree it's because top practices prioritize education and encourage treatment plan acceptance of more involved procedures over more basic procedures.
“The most effective way to drive same-store growth is by consistently increasing average daily production within each office,” said Heidi Arndt, CEO/COO, Fractional. “I’m especially encouraged when I see year-over-year increases in gross production—it shows a deliberate and successful focus on improving performance at the same locations."
4. Patient experience is now critical
The top 10% of practices know that any friction exacerbates patient anxiety and reluctance. By contrast, practices that prioritize the patient journey – offering online forms, flexible scheduling, and accurate billing – see higher retention and treatment acceptance.
“You need AI-driven billing systems, multiple payment options, and online forms and scheduling. Create an environment where the atmosphere and team’s great -- you'll see a lot more treatment acceptance and movement going forward," said Joshua Gwinn, CEO, Optimize Practice Alliance
5. A fortune is being left on the table
It's not an exaggeration to say hundreds of thousands of dollars are being left on the table. This is most apparent chairside where the average practice's daily gross production is nearly four times less than the top 10%.
"There's a ton of opportunity for 90% of the market to shore up operations and increase production and practice sizes,” said Ali Hyatt, Chief Customer and Growth Officer, Henry Schein One. “Centralizing systems and creating a unified ecosystem that reduces costs and minimizes errors is key.”