Demias Pegues on Optimizing Patient Engagement Strategies
In this episode of The Dental Economist Show, host CRO Mike Huffaker of Planet DDS sits down with Demias Pegues, CEO at Key Dental Management Solutions. Join them as they discuss optimizing patient engagement and data-driven strategies for consistent dental business growth.
Learn more about:
- The importance of employee engagement
- Improving patient acquisition
- Prioritizing key leadership roles
- The benefits of outsourcing call management
- Leveraging technology to enhance patient experiences
About Our Guest
Demias Pegues serves as the CEO of Key Dental Management Solutions, which manages, develops and acquires community orthodontic practices. His role involves overseeing operations and strategic initiatives within the company, which focuses on managing dental practices and enhancing their operational efficiency. Before this, Demias worked as COO at Key Dental Management Solutions, and Chief Operating Officer at Great Lakes Dental Partners.
Episode Highlights
In this episode, Demias Pegues shares insights about patient engagement strategies for dental business growth. Here are some highlights from the show:
Optimizing the patient funnel
When Demias joined his current organization, he quickly identified opportunities to optimize the patient funnel, which played a key role in driving the company’s double-digit organic growth over seven consecutive quarters. By analyzing the patient journey, from answering initial calls to converting exams into treatment starts, his team recognized inefficiencies, such as only answering 60% of incoming calls.
By improving phone response rates and streamlining the patient experience, they were able to capture more business and enhance revenue. His approach demonstrates the impact of data-driven analysis and process improvement on business performance.
Implementing the EOS system
Demias emphasizes the importance of utilizing the entrepreneurial operating system (EOS) to ensure consistent alignment with organizational goals. He explains that at the start of each year, his leadership team sets goals for the year and tracks them through ninety-day cycles, with regular weekly meetings to assess progress.
This disciplined approach involves setting “rocks” (priorities) and continually reviewing data to ensure they are on track to meet long-term objectives. EOS promotes accountability and alignment across teams by breaking down annual goals into manageable, actionable steps.
Prioritizing key leadership roles
According to Demias, one of his most important responsibilities as CEO is to ensure that the right people are in leadership positions, especially the doctors and office managers who directly impact patient care. He stresses that the success of any healthcare organization hinges on the support structure behind these key roles.
His leadership team views the corporate office as a “support center,” dedicated to enabling office managers and doctors to perform their jobs effectively, thus enhancing the overall patient experience. This cultural focus on supporting frontline staff is crucial for sustained success.
Leveraging technology to streamline operations
Demias highlights the growing importance of integrating technology to reduce operational inefficiencies and improve patient autonomy. He discusses an upcoming implementation where patients will be able to change appointments online, reducing the need for them to call the office for simple tasks.
This shift not only minimizes call volume at practices but also enhances the patient experience by offering a more streamlined, user-friendly service. Such technological advancements are essential for optimizing both top-line and bottom-line growth in a competitive healthcare market.
About The Dental Economist Show
Don’t miss out on episodes with special guests to discuss top strategies to grow your dental business. Tune in to the The Dental Economist Show weekly to learn how to optimize your DSO’s value and stay ahead in a rapidly evolving industry.
