Referral Health Snapshot
Referral Trend — Previous 90 Days
164
▼ −8.89% (−16) vs. prior 90 days (180)
Referral Trend — YTD YoY
592
▼ −16.85% (−120) vs. prior YTD (712)
Active Referring Providers — Previous 90 Days
39
▼ −9 vs. prior 90 days (48)
Key Discussion Topics
- Q3 Referral Recovery Analysis: Comparing Q3 2025 to Q3 2026, front-office performance improved across the board — referrals scheduled rose from 71% to 80% and average case value grew from $6,810 to $7,710. The concern is volume: Q3 referrals were down 33% year over year, with 23 fewer active referring providers, placing the practice in a referral recovery focus heading into Q4.
- Referring Partners Bringing Treatment In-House: Dr. Jeff Miller's practice was acquired by a DSO and is now placing implants and providing perio treatment in-house. Delhi Dental (including Dr. Guth) has also expanded into implants, extractions, and perio, and now refers mainly cases outside their comfort zone.
- Priority A Win-Back Review: Teresa shared context on the Priority A providers. Dr. Tara Hardin's referrals are down about 11; treatment coordination has been a challenge, with accepted cases sometimes put on hold shortly before appointments, and communication currently works best directly through Dr. Toms. Dr. Whitney Waulingham was on maternity leave and referrals are expected to rebound. Dr. Darcy Bradley is a pediatric orthodontist whose referrals (mainly TAD placements, $1,000–$2,000) depend on her patient mix. Dr. Carrier's longtime office manager is retiring, though his relationship with Dr. Toms remains strong. Dr. Christopher Maddox and Dr. Linz have limited communication with the practice, and Dr. Jacob Geisting's office in Brookville, IN (45–50 minutes away) has not had recent contact.
- Competitive Landscape: Dr. Matthew Parker, a periodontist in Harrison, OH (20–25 minutes away), is a known competitor, and newer dentist Dr. Orlando is attending the Spear study club with him — possibly a sign other area dentists are building relationships there.
- Retirement Transitions: Provider retirements accounted for 23 lost referrals. Dr. Philip Younts sent 9 referrals in Q3 2025; his successor, Dr. Kim Oberlander, keeps more treatment in-house, but the relationship is growing through a shared dinner at the Queen City Club and two-way referrals, with patients walked over personally.
- Referral Source Tracking: Patient-of-record referrals dropped from 25 to 13, largely because maintenance patients were being logged as patient of record. Teresa is now crediting the hygienist source for maintenance-chair referrals — Shelby Keeney, hygienist, is the practice's top referral source.
Marketing Initiatives Discussed
- Reds Game Event: Strong attendance and great feedback — custom RTIC cups were a hit, the team received thank-you cards, and guests asked for a repeat. Dr. Dorr attended with four team members, and Dr. Gearing attended with his wife. Dr. Daniel Schmidt RSVP'd but couldn't make it, so Teresa dropped off his cup with treats.
- Seattle Study Club: The club's first meeting was September 16. Dr. Murdock recently joined and the relationship is strengthening; Dr. Elizabeth Plas rejoined; Dr. Schmidt hasn't missed an event in a year and a half; and Dr. Toms brought mutual patient models to review in person with Dr. Guth.
- Greater Cincinnati Dental Continuum (GCDC): Dr. Toms and Dr. Robert Gearing meet monthly through the GCDC, a separate study club, keeping that long-standing relationship active.
- Gift Drop-Offs And Community Events: Recent gift drop-offs to Dr. Dorr, Dr. Schmidt, and Dr. Linz. Dr. Murdock invited the team to his staff-and-family skating party, and Teresa's team plans to attend.
- Doctor Group Chats: Dr. Toms and referring dentists share group chats for ongoing case communication; the chat with Dr. Carrier is very active, with several large cases recently referred to his office.
- Q4 Win-Back Plan: Jayme is finalizing a priority-ranked win-back spreadsheet (Priority A/B/C, Retired, Keep Warm, and All Providers tabs) and a short summary presentation. The goal is to bring November–December referrals within 10% of last year; winning back the 12 Priority A providers could recover roughly 25–30 referrals in Q4.
Wins & Opportunities
The front office is converting at a higher rate — scheduled referrals rose from 71% to 80% and average case value is up roughly $900. Internet search referrals grew from 21 to 35, and Dr. Elizabeth Plas and Dr. Kim Oberlander are emerging as strong new referrers. With Reds game momentum, active study club relationships, and Q4–Q1 typically the strongest quarters, the practice is well positioned to recover referrals this quarter.
Action Items
| Action | Owner | Due |
|---|
| Send priority-ranked win-back spreadsheet and summary presentation | Jayme Monroe | End of next week (Oct 23) |
| Review the win-back plan and add notes on Priority B and C providers | Teresa Neal | TBD |
| Confirm whether Dr. Toms has been introduced to successors at retired providers' practices (Retired tab) | Teresa Neal | TBD |
| Visit Dr. Jacob Geisting's office in Brookville, IN with treats and an introduction | Teresa Neal | TBD |
| Attend Dr. Murdock's staff-and-family skating party | Teresa Neal & team | TBD |
| Log maintenance-chair referrals under the hygienist source instead of patient of record | Teresa Neal | Ongoing |
| Monitor for returning referrals from Dr. Waulingham | Teresa Neal | Ongoing |
| Schedule a follow-up call to walk through the win-back plan, if needed | Jayme Monroe | As needed |
