Interview with Robin Smith on the 2025 Catalyst Index Report

Robin Smith, Solutions Consultant at Henry Schein One, brings 19 years of experience in dentistry. She has worked as an assistant, hygienist, front office team member, and technology specialist. With hands-on knowledge in both clinical and administrative areas, Robin is passionate about helping practices thrive through data-driven analytics and operational improvements.

As a self-proclaimed numbers geek, I’ve always believed that data tells the real story of a dental practice. Numbers show us when our systems are working and when they’re quietly failing behind the scenes. Recently, I had the chance to dive deep into this topic with Robin using insights from the 2025 Catalyst Index Report, which pulled data from over 3,000 practices across the U.S. (75% DSOs and 25% private practices).

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This report is a goldmine. It sheds light on where the average practice stands compared to the top 10% and, more importantly, what we can do to close that gap. For me, two metrics stood out as game changers: patient retention and case acceptance.

DOWNLOAD YOUR COPY OF THE 2025 CATALYST INDEX HERE

Patient Retention: Stop Letting Patients Walk Out the Back Door

Patient retention is one of my favorite metrics because it directly impacts practice stability. The industry average retention rate is 72%, while the top 10% of practices hit an impressive 95%. Think about what that means: if your practice sits at 70%, three out of every 10 patients are never coming back. That’s a huge loss, not only in future production but also in the thousands of marketing dollars spent to replace them. If you're not sure where to find your practice’s retention rate, check out this guide on locating your retention rate in Dentrix.

So, how do we fix this? Robin and I agreed on two simple, high-impact strategies:

1. Relationships matter. Whether you’re a hygienist, assistant, or front desk team member, your ability to build authentic patient relationships is what makes people say, “I’m never going anywhere else.”
2. Pre-appoint every patient. Don’t let them leave without scheduling. Even if they aren’t sure of their schedule, book something and reschedule later if needed.

On top of that, staying on time, offering online scheduling, and using digital forms all improve convenience, which is a major factor in keeping patients loyal.

Case Acceptance: Turning “Yes” Into Action

The Catalyst Index also revealed a jaw-dropping gap in case acceptance rates. The industry average is 47%, while the top 10% soar at 83%. That’s nearly double. What makes the difference?

Robin pointed out that how we handle treatment planning plays a massive role. Many practices present multiple options, such as an implant, bridge, or partial, but never document what happens to the options patients don’t choose. Tools like Dentrix allow you to mark rejected treatment so your numbers stay clean, but many teams simply don’t use this feature.

Beyond data management, case acceptance lives and dies on communication:

• Verbal skills matter. Patients may nod “yes” in the operatory, but when they hear the cost at the front desk, hesitation creeps in. Your team needs the confidence and knowledge to explain insurance, financing, and value clearly.
• Know the motivators. Some patients prioritize time, others aesthetics, and others cost. When you identify their true motivator, you can present treatment in a way that resonates.
• Build trust. From the operatory to the front desk, trust is the thread that connects the entire experience. Patients say “yes” when they believe in both your recommendations and your ability to guide them through payment and scheduling.

The Bigger Picture: Data + People

It might surprise you that conversations about metrics kept circling back to relationships. But that’s the truth: numbers and people are inseparable in dentistry. Patient retention improves when patients feel valued. Case acceptance increases when trust and communication are strong.

For practices hesitant to share metrics with their team, my advice is simple: start small. Choose one or two key performance indicators, like retention and case acceptance. You can find more about what to track and where in this post on the key numbers on the Practice Advisor Report and review them regularly. Celebrate wins, learn from losses, and involve everyone in the process.

If you’re ready to take this a step further, tools like Jarvis Analytics provide a powerful dashboard to track everything from production to collections. But even if you’re just using the Dentrix Practice Advisor report, you have enough data to start making meaningful improvements.

Final Thoughts

The Catalyst Index confirms what I see in practices every day: the top 10% don’t succeed by accident. They succeed because they measure, share, and act on their numbers. If you want to move from average to exceptional, start with patient retention and case acceptance. These two metrics alone can transform your practice from surviving to thriving.

And remember, behind every number is a patient and a relationship worth keeping.