Southern Oak Dental - Conway

https://southernoakconway.com/

Production softened -7.1% YoY ($662,360 → $615,053). During the same window, new patient intake declined by 66 and appointment leakage improved (a bright spot). The practice scorecard shows 8 of 19 metrics passing, with 6 fails concentrated in patient retention and schedule management and patient acquisition. The analysis below frames where collaborative opportunities exist rather than assigning root cause — the team can use these numbers as a shared starting point for the next operating rhythm review.

1. Practice Marketing Scorecard

8Passing

6Failing

5Data Gaps

57%Pass Rate (of measurable)

Category	Metric	Current Value	Benchmark	Result
Patient Acquisition	Avg New Patients / Month (last 90d)	52.7	≥ 30	Pass
	NP Call Conversion %	31%	≥ 55%	Fail
	Missed Call %	7%	≤ 18%	Pass
	3rd Next Available NP Appt	N/A — Modento link not provided	≤ 7 days	N/A
Patient Retention	Unscheduled Active Patients (YoY)	1,535 vs 1,921	Decrease YOY	Pass
	Unscheduled $$ Opportunity (YoY)	$1,236,197 vs $1,557,067	Decrease YOY	Pass
	NP Hygiene Re-Appointment %	35.4%	≥ 40%	Fail
	Hygiene Re-Appointment %	92.7%	≥ 85%	Pass
	Pre-Appointment %	39%	≥ 60%	Fail
Schedule Management	Appointments Completed (YoY)	1,949 vs 2,211	Increase YOY	Fail
	No-Shows %	2.5%	≤ 5%	Pass
	Cancellations %	10.2%	≤ 5%	Fail
Online Reputation	Google Reviews (Total)	593	≥ 300	Pass
	Google Reviews (Last 30 Days)	N/A — requires Swell/GBP API	≥ 10	N/A
	Google Star Rating	4.7	≥ 4.5	Pass
	Google 5-Star %	N/A — requires Swell	≥ 90%	N/A
	Yelp Reviews (Total)	N/A — not in current scan	≥ 20	N/A
	Yelp Star Rating	N/A — not in current scan	≥ 4.0	N/A
Referral Program	Tracking Referral Source (Missing %)	97% missing	< 20% missing	Fail

2. Production & Revenue Overview

Production Gross

$615,053

▼ $-47,307 (-7.1%)

New Patients

158

▼ -66 (-29.5%)

Case $ Accepted %

37.4%

▼ -1.4pp (-3.6%)

Visits / Working Day

37.84

▲ +0 (+0.6%)

Metric	Q1 2025	Q1 2026	YoY Δ
Production Gross	$662,360	$615,053	▼ $-47,307 (-7.1%)
Production Scheduled	$672,261	$604,725	▼ $-67,537 (-10.0%)
Annual Patient Value	$811	$805	▼ $-5 (-0.6%)
Visits Per Working Day	37.63	37.84	▲ +0 (+0.6%)

3. New Patient Acquisition & Case Acceptance

Metric	Q1 2025	Q1 2026	YoY Δ
New Patients	224	158	▼ -66 (-29.5%)
New Patients / Working Day	3.93	3.16	▼ -1 (-19.6%)
Case Acceptance %	66.2%	0.0%	▼ -66.2pp (-100.0%)
NP Case Acceptance %	73.9%	80.7%	▲ +6.8pp (+9.2%)
Case $ Presented	$936,245	$878,141	▼ $-58,104 (-6.2%)
Case $ Accepted	$362,961	$328,361	▼ $-34,600 (-9.5%)
Case $ Accepted %	38.8%	37.4%	▼ -1.4pp (-3.6%)

4. Same-Day Treatment & Clinical Performance

Metric	Q1 2025	Q1 2026	YoY Δ
Same-Day Hygiene $	$31,397	$38,000	▲ +$6,603 (+21.0%)
Same-Day Restorative $	$220,331	$238,035	▲ +$17,704 (+8.0%)
Case Diagnosed % — Hygiene	5.7%	7.1%	▲ +1.4pp (+24.6%)
Case Diagnosed % — Restorative	61.7%	58.9%	▼ -2.8pp (-4.5%)

5. Patient Volume & Appointment Health

Metric	Q1 2025	Q1 2026	YoY Δ
Active Hygiene Patients	1,323	1,404	▲ +81 (+6.1%)
Unscheduled Active Patients	1,921	1,535	▼ -386 (-20.1%)
Unscheduled $ Opportunity	$1,557,067	$1,236,197	▼ $-320,870 (-20.6%)
Appointments Completed	2,211	1,949	▼ -262 (-11.8%)
Cancellations %	11.6%	10.2%	▼ -1.4pp (-12.1%)
No-Shows %	8.9%	2.5%	▼ -6.4pp (-71.9%)
Pre-Appointment %	34.0%	39.0%	▲ +5.0pp (+14.7%)

6. Appointment Confirmation & Patient Recapture

Metric	Q1 2025	Q1 2026	YoY Δ
DI Confirmed %	41.9%	43.1%	▲ +1.2pp (+2.9%)
NP Hygiene Re-Appt %	24.1%	35.4%	▲ +11.3pp (+46.9%)
Hygiene Re-Appt %	73.2%	92.7%	▲ +19.5pp (+26.6%)
Recaptured Patients	37	44	▲ +7 (+18.9%)
Patients Net Growth	-283	-116	▲ +167 (+-59.0%)

7. Operational Efficiency

Online Scheduling Adoption	0.0%
Hygiene→Restorative Handoff Ratio	1.33
NP Close Rate (Cases)	80.7%
Avg Production / Visit	$316
Patient Attrition	318 (157.4%)

Call Conversion (PeerLogic Q1 2026)

NP Call Conversion	31%
Existing Patient Conversion	67%
Missed Call %	7%
Top Reason Not Booked	Insiurance Not Taken (27%), Scheduling (20%)
Notes	—

Online Reputation (Google Business Profile)

Rating	4.7 ★
Review Count	593
Address	1650 Church St, Conway, SC 29526, USA
Phone	(843) 733-3387
Primary Category	dentist

Data Hygiene & Tracking Gaps

Referral Source Attribution: 97% of new patients (153 of 158) are missing referral source. This exceeds the 20% threshold and blocks reliable marketing ROI attribution. Without this data, we cannot tell which channels are producing new patients.

Production Waterfall Analysis (Q1 2025 → Q1 2026)

Bridges prior-period production to current-period production by attributing the change to specific drivers. Green = gained production; Red = lost production.

Driver	Impact	Note
New Patient Volume	$-60,651	-66 NP × $919 avg restorative/exam
Case Acceptance	$-12,294	Δ -1.4% × $878,141 presented
Same-Day Treatment	+$24,307	Current $276,035 − prior $251,728
Appointment Leakage	+$47,974	Prior 20.5% → current 12.7% (improved)
Schedule Utilization	+$3,314	VPWD Δ +0.21 × 50 days × $316/visit
Other / Unattributed	$-49,956	Residual: fee schedule, payer mix, seasonality, provider changes
Net Change	$-47,307	Q1 2025 → Q1 2026

Action Plan — Organized by Support Team

Marketing

Reactivation campaign for unscheduled active patients — Pull the 6+ month overdue list from Dental Intel Analytics (not Engagement — Engagement only reaches patients with future appointments). This practice shows 1,535 unscheduled active patients representing $1,236,197 in opportunity.
Owner: Growth team + Office Manager • DI Workflow: Analytics → Unscheduled Active Patients → export → manual outreach assignment • Impact: Recovering even 10% of dollar opportunity = $123,620
Online scheduling adoption lift — Only 0.0% of NPs booked online. Audit Modento integration + website CTA visibility. Patients who can't find a "Book Now" button often don't call either.
Owner: Marketing + Web • DI Workflow: N/A — web analytics + Modento config • Impact: Captures after-hours + call-shy prospects

Operations

48-hour appointment confirmation protocol — Combined cancel + no-show rate is 12.7% (benchmark ≤10%). Use Engagement TouchPoint + manual phone backup + Park Column for unconfirmed slots.
Owner: Office Manager • DI Workflow: Engagement → TouchPoint rules + daily morning-huddle confirmation report • Impact: Moving to 8% leakage recovers ~$28,907
NP call conversion coaching + insurance verification workflow — NP call conversion is 31% (benchmark ≥55%). Top reason: Insiurance Not Taken (27%), Scheduling (20%). Build an insurance-check cheat sheet + scheduling script at the front desk.
Owner: Office Manager + RCM • DI Workflow: PeerLogic call transcripts → weekly 1-on-1 coaching • Impact: Moving to 55% lifts NP intake proportionally

Clinical

Standardized treatment plan presentation — Case $ Accepted % is 37.4% (benchmark: 50%+). Moving the needle 5pp on $878,141 presented = $43,907 in accepted treatment.
Owner: Clinical Director + Doctor • DI Workflow: N/A — peer-learning / coaching sprint • Impact: $43,907 at 5pp lift

Office Manager

Referral source entry compliance — 97% of new patients are missing referral source attribution. This blocks all marketing ROI analysis — we can't tell what is working. Mandate entry at check-in + daily audit.
Owner: Office Manager • DI Workflow: DI PMS integration check + front desk training • Impact: Unblocks marketing spend attribution
NP follow-up: confirm 2nd hygiene appointment within 24h — Only 35% of new patients re-appoint into hygiene (benchmark ≥40%). Manual checklist at checkout — do not rely on DI Engagement for NPs.
Owner: Office Manager + Hygienist • DI Workflow: N/A — manual checkout protocol • Impact: Each 5pp lift ≈ 8 additional reappointed NPs per quarter

Doctor

Peer review of case presentation + schedule availability — Production softened -7.1% YoY. Review the waterfall drivers together — the largest negative driver is where collaboration will unlock the most dollars.
Owner: Doctor + ROD • DI Workflow: Analytics → Production breakdown + VPWD trend • Impact: Recovers soft quarter via targeted lever

Executive

Strategic context (from Priority List review) — Just tripled in size; 2nd doc in 2 months, possible 3rd next year. Strong existing patient flow. Needs volume to fill new capacity.
Owner: ROD + Growth • DI Workflow: N/A • Impact: Alignment on sequencing

AI Analysis Disclaimer: This report was generated by an AI system combining Dental Intel benchmarks, PeerLogic call data, and Google Business Profile signals. AI systems in dentistry are estimated at ~40% raw accuracy for clinical interpretation — every finding should be validated by the Market Manager, ROD, and Doctor before action is taken. Numbers are correct per the source CSVs; interpretations and recommended actions are directional, not prescriptive.