Primescan — Implementation Playbook (DSO)

Executive Summary

Primescan is a cloud-based digital workflow platform that centralizes clinical imaging, treatment planning, patient communication, and case documentation across multiple dental locations. It eliminates fragmented systems, automates administrative tasks, and creates unified clinical protocols—delivering consistent patient experience whether patients visit one location or multiple practices within your DSO network.

Why DSOs benefit uniquely: Multi-location operators gain enterprise-level standardization, real-time visibility into clinical and operational metrics across all locations, and the ability to deploy best practices simultaneously across the network. Primescan's centralized data model breaks down silos that plague decentralized practices.

Expected timeline: 16 weeks from kickoff to full deployment (assuming 3–5 location phased approach), with day-one productivity gains and 90-day ROI visibility.

Pre-Implementation Checklist (Weeks 1–2)

Technical Requirements

• Network infrastructure audit: Verify minimum 15 Mbps upload/download at each location. Run bandwidth tests during peak patient hours; document any bottlenecks.
• Device inventory: Audit current intraoral cameras, CBCT systems, and desktop/laptop hardware. Confirm compatibility with Primescan's API (full list available in technical specs). Flag any legacy imaging systems requiring capture-device upgrades.
• EHR/Practice management integration: Document current system (Dentrix, Eaglesoft, Open Dental, etc.). Confirm Primescan supports direct integration; if using smaller PMS, plan CSV sync workflows.
• Data migration pathway: Establish secure FTP or cloud-based staging environment for transferring historical imaging from legacy systems. Plan 2–3 week pre-pilot scrub of corrupted or unlinked images.
• Single sign-on (SSO) readiness: Confirm your DSO uses Active Directory or Azure AD. Primescan SSO reduces login friction; test connectivity with IT 2 weeks pre-pilot.

Stakeholder Alignment

• Clinical council: Convene clinical leadership from 2–3 pilot locations. Map current workflow (imaging capture → case setup → treatment planning). Identify 3–5 bottlenecks Primescan will address.
• DSO operations leadership: Secure executive sponsor and budget authority. Define success metrics (time per case, patient satisfaction, imaging turnaround).
• IT/support ownership: Assign primary and secondary Primescan system owners at DSO level. These individuals become your internal champions and Level 2 support escalation.
• Front-desk and administrative staff: Schedule early walk-throughs. Front-desk resistance is the #1 rollout killer—address concerns about patient data access and scheduling impacts upfront.

Baseline Metrics to Capture (Days 1–14)

Establish this data before any Primescan use begins:

Pilot Wave (Weeks 3–6)

Location Selection Criteria

Choose 1–2 locations—ideally high-volume, clinically progressive, and led by process-positive practitioners:

• Patient volume: 50+ new cases/month (sufficient case flow for meaningful ROI data)
• Clinical maturity: Locations already using digital planning or interested in it; avoid practices with legacy analog mindsets
• Technology readiness: IT infrastructure above-median; staff comfortable with cloud tools
• Leadership support: Practice manager and lead clinician both champion the rollout
• Stability: No major staff turnover expected during pilot; avoid locations mid-renovation

Configuration and Setup (Weeks 3–4)

1. User account provisioning: Create accounts for all clinical and administrative staff. Establish role-based permissions (clinician, hygienist, office manager, front desk).
2. Imaging device integration: Connect intraoral cameras and CBCT systems to Primescan's hardware interface. Run 10 test captures; validate image quality and metadata sync.
3. PMS integration testing: Map Primescan patient lookup, appointment sync, and referral export to your PMS. Conduct 20 test transactions end-to-end.
4. Custom protocol setup: Build 4–6 location-specific imaging protocols (e.g., endo protocol, implant workup, perio evaluation). Train staff on protocol selection during patient booking.
5. Sandbox case testing: Load 5–10 anonymized existing cases into Primescan. Practice treatment planning, patient presentation, and report generation.

Training Approach (Weeks 4–5)

• Blended delivery: Combine 90-min in-person workshop (Primescan specialist) + 2 weeks of on-demand video library + optional weekly office hours.
• Role-specific training:
  • Clinicians: Treatment planning, image annotation, patient communication tools (2 hours)
  • Hygienists: Imaging capture, patient education, protocol compliance (1.5 hours)
  • Front desk: Patient scheduling integration, consent workflows, image consent tracking (1 hour)
• Go-live readiness checklist: Week 5, conduct mock patient day with Primescan. All staff processes Primescan end-to-end with an external facilitator observing and coaching.

Scaled Rollout (Weeks 7–16)

Wave Planning

Week 7–9: Wave 2 — Roll out to 2 additional locations; stagger by 2 weeks to allow DSO support team to monitor pilot location 1. Reuse pilot training materials; pilot clinicians mentor new adopters.

Week 11–13: Wave 3 — 2–3 additional locations. By this stage, internal DSO Primescan champions are primary trainers; reduce external consultant dependency.

Week 15–16: Mop-up — Remaining locations (typically smallest or lowest-volume). Full internal delivery; external support on-call only.

Change Management

• Weekly sync calls (all locations, 15 min): Celebrate wins; troubleshoot blockers in real time.
• Clinical working groups: Monthly virtual sessions where clinicians from all locations share best practices for treatment planning and patient communication.
• Resistance management: Track adoption laggards (staff with <50% of cases in Primescan by week 4 post-go-live). Pair them with peer champions and schedule 1:1 refresher sessions.

Support Infrastructure

• Level 1 (on-site): Each location designates one staff member as primary support. Resolve 80% of issues within their location.
• Level 2 (DSO hub): Dedicated Primescan system owner handles escalations, inter-location questions, and PMS sync issues.
• Level 3 (vendor): Primescan technical support for bugs, platform updates, and architectural questions.
• Knowledge base: Maintain shared Slack channel or wiki documenting common issues, workarounds, and protocol updates. Update weekly.

ROI Tracking

Key Metrics to Measure (30–90 days)