Three things that stay the same, whoever is in charge.
- 01Nobody in the practice chooses who gets asked, and there is no screen where anyone could.
- 02Nobody moves the clock. It is hardcoded, and so is what happens when it runs out.
- 03A record designed so nobody can change it afterwards, with every step written down as it happens.
Not the desk, not the manager, not the regional. Not even you.
The closest everyday thing is a flight recorder: it writes down what happened as it happens, nobody in the cockpit can edit it, and it is what everyone asks for when something went wrong.
I was in the office the day it happened. I still did not know.
8:30 at night, at my dinner table, four months later. One review. I read it twice. I could not tell you who the patient was, what we had done for them, or who had been in the room. Neither could my staff. Somebody had walked out of my own practice unhappy, and nobody knew, so nobody called. Now it was public, it was permanent, and it was the first thing the next patient would read about us.
I would have called that patient the same afternoon. I would have called that night. Nobody could tell me who to call.
What if there had been a way to know? Not months later. That afternoon, while the patient was still on the way home and the fix was still a phone call. That is what I left the chair to build.
Five locations or five hundred
Run a group and you do not even get the night. You get a number in a report, or a call from a regional, weeks later, when it is already a pattern, and you were never in the room to make it right. The rule is the same at every location you run, and nobody moves it for a big group or a small one.
A bit about me
I am a dentist. Over a decade, I bought practices, merged them, built one from the ground up, and sold twice, the last time in September 2024. I am still licensed, and I stepped away from the chair to build this.
I have sat on the seller’s side of diligence both times, so I know what a buyer asks about how a practice was run. That is what a record is for.
I run the onboarding myself, not a sales rep and not a contractor, so you and your team deal with me. The first customers come on board this fall.
Before a group can even take a call like this, here is what has to be true. Designed around HIPAA privacy and security requirements, with independent HIPAA attestation and SOC 2 underway with Thoropass Assurance, a licensed AICPA peer-reviewed CPA firm. Type 1 first, Type 2 about six months after. A business associate agreement is signed with every customer.
P.S. If you have had a night like that one, or a report that told you weeks too late, you already know what this is for.