Why Top Practices See 3x More New Patients Each Month
We’re diving deeper into the insights shared by our top 10% customers featured in The 2025 Catalyst Index. Today, Coliseum Dental Walnut Creek shares how they’ve created an amazing customer experience that brings new patients in the door and keeps returning patients coming back.
They start cultivating patient relationships on day one
From the beginning, the team has been committed to creating a warm, family-oriented environment. In fact, it's not uncommon for patients to ask about the staff’s children or share personal updates. Even in their new, larger office, the practice has preserved that close-knit, welcoming atmosphere where patients truly feel like part of the family.
“We start cultivating a strong relationship during that first visit," said Julie Block, Office Manager, Coliseum Dental Walnut Creek. “We never want our patients to think they're just a number where we're in and out of their mouth, and then they're just passed on.”
They’ve eliminated scheduling surprises
With cloud-based Dentrix Ascend, staff can easily adapt if schedules need to be adjusted because their system can be accessed from virtually any device. If someone needs to call out sick, Block can jump on her phone, check the schedule, and see if they need to call someone in. It also allows her to send a quick text to the first patient the next day to reschedule.
They prioritize patient education and transparent pricing
Once the doctor has met with the patient, the team puts together a treatment plan, then discuss the plan, costs, and any applicable financing options with the patient. Typically, those patients leave with their next appointment for the recommended treatment and are almost always scheduled for their next cleaning.
They know a strong patient relationship starts with their team
“I just think I have good people. I'm very picky about who comes into this office working too. Because one bad apple can ruin everybody, and we are a big practice," said Block. “A few months ago, I was walking an elderly patient out the back door, and their daughter was with them. When we got outside, the daughter told me, 'You have such great people that work here, you can just feel the vibe when you come in.'”
Block emphasizes the importance of creating a culture of trust with patients and staff. Because of this, patients know staff have their best interests in mind and aren’t just trying to sell them treatment. Staff educate patients and leave treatment decisions up to them, and, because of the culture the team has built, patients are more likely to say ‘yes’.
See how other top practices are succeeding in The 2025 Catalyst Index.