Solutionreach — Implementation Playbook (DSO)

Solutionreach Implementation Playbook for DSOs

Patient Communication Platform Deployment Guide

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1. Executive Summary

What Solutionreach Does

Solutionreach is an AI-powered patient communication platform that automates appointment reminders, recall campaigns, two-way texting, online scheduling, reputation management, and patient engagement workflows. The platform centralizes patient outreach across multiple channels (SMS, email, voice) while providing analytics on communication effectiveness and patient response patterns.

Why DSOs Benefit from AI-Powered Patient Communication at Scale

Scale Advantages:

• A 30-location DSO sending manual reminders wastes approximately 2,400 staff hours monthly on phone calls. Automated, AI-optimized communication recovers this capacity for revenue-generating activities.
• Centralized message templating ensures brand consistency and compliance across all locations without per-location oversight.
• Aggregate data across locations enables identification of communication patterns that drive the highest confirmation rates, allowing best practices to propagate network-wide.

Standardization Value:

• Uniform patient experience regardless of which location they visit
• Consistent recall protocols reduce patient attrition that occurs when individual locations neglect follow-up
• Standardized reputation management protects brand equity across markets

Data Aggregation Power:

• Cross-location analytics reveal which communication timing, cadence, and messaging drive optimal patient behavior
• Portfolio-level reporting enables resource allocation decisions based on communication ROI by location
• Predictive insights identify at-risk patients across the network before they churn

Expected Timeline: Decision to Full Deployment

Portfolio Size	Timeline to Full Deployment
15–25 locations	10–14 weeks
26–40 locations	14–18 weeks
41–50 locations	18–24 weeks

Timeline assumes 3 waves with 2-week buffers between waves for learning integration.

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2. Pre-Implementation Checklist (Weeks 1–2)

Technical Requirements

Hardware (Per Location)

☐ Workstations with minimum 4GB RAM, Windows 10+ or macOS 10.14+ ☐ Reliable internet connection: minimum 25 Mbps download / 10 Mbps upload ☐ Dedicated tablet or monitor for real-time messaging dashboard (recommended, not required) ☐ Webcam for video messaging features (if utilizing)

Software

☐ Compatible Practice Management System (see Section 5 for integration details) ☐ Modern web browser: Chrome 90+, Firefox 88+, Safari 14+, Edge 90+ ☐ PDF reader for report generation ☐ Email client access for notification routing

Network

☐ HTTPS/TLS 1.2+ enabled for all outbound connections ☐ Whitelist Solutionreach IP ranges and domains (vendor provides list) ☐ Firewall rules allowing outbound ports 443, 587 (SMTP) ☐ ⚠️ VoIP configuration for voice features (common failure point—coordinate with existing phone vendor)

🔵 Vendor Onboarding Steps

Step	Owner	Timeline	Deliverable
Execute enterprise BAA	Legal + Vendor	Day 1–3	Signed BAA
Assign dedicated Customer Success Manager	Vendor	Day 3	CSM contact info
Schedule enterprise kickoff call	Ops + Vendor	Day 5	Kickoff agenda
Receive technical implementation guide	Vendor	Day 5	Documentation package
Establish escalation contacts	Vendor	Day 7	Tiered support matrix
Complete security questionnaire	IT + Vendor	Day 7–10	Completed assessment

Key Vendor Contacts to Establish

☐ Enterprise Customer Success Manager (strategic relationship owner) ☐ Technical Implementation Specialist (integration support) ☐ Tier 2 Support escalation contact (post-launch issues) ☐ Account Executive (contract and expansion discussions) ☐ Training Coordinator (certification and materials)

Data/Access Prerequisites

Per Location

☐ PMS administrator credentials (read/write access) ☐ Patient database export capability confirmation ☐ Historical appointment data access (minimum 12 months recommended) ☐ Current recall list export ☐ Existing patient communication opt-out list

Enterprise Level

☐ 🔵 API credentials from PMS vendor (if using enterprise integration) ☐ Master patient data mapping document (how patient IDs correlate across locations if using centralized PMS) ☐ Phone number inventory for all locations (main lines, recall lines) ☐ SMS short code or long code registration documentation ☐ Email domain authentication records (SPF, DKIM, DMARC)

🟣 Internal Stakeholder Alignment

Approval Requirements Matrix

Stakeholder	Must Approve	Must Be Informed	Role in Implementation
Board/Investors	Budget allocation >$100K	Monthly progress updates	Final budget sign-off
CEO/COO	🟣 Vendor selection, timeline	Weekly rollout status	Executive sponsor
CDO/Chief Dental Officer	🟣 Clinical workflow changes	Training approach	Clinical protocol approval
VP of Operations	🟣 Rollout sequence, go/no-go decisions	Daily during active waves	Implementation owner
CFO	🟣 Contract terms, ROI targets	Monthly ROI tracking	Financial accountability
VP of IT/CTO	🟣 Security assessment, integration approach	Technical escalations	Technical approval authority
Regional Managers	Wave assignments	Pre-wave briefings	Regional coordination
Office Managers	Local go-live date	2+ weeks before their wave	Location execution
Providers	Workflow change overview	2+ weeks before their wave	Adoption compliance

Baseline Metrics to Capture BEFORE Go-Live

⚠️ Critical: Standardize measurement methodology across all locations BEFORE capturing baselines

Metric Category	Specific Metrics	Measurement Method	Standardization Notes
Appointment Management	Confirmation rate (% of appointments confirmed 24+ hours in advance)	PMS report: confirmed appts / scheduled appts	Define "confirmed" consistently (system status, not verbal)
	No-show rate	PMS report: no-shows / scheduled appts	Exclude same-day cancellations from no-show count
	Same-day cancellation rate	PMS report: same-day cancels / scheduled appts	Define cutoff time (e.g., within 24 hours)
	Schedule fill rate	Scheduled hours / available hours	Standardize available hours calculation
Recall Effectiveness	Recall conversion rate	Returning recall patients / due recall patients	Use consistent "due" definition (e.g., 1 month past due date)
	Average days overdue at reactivation	PMS report	Exclude patients >24 months overdue
	Recall outreach attempts per patient	Manual tracking or phone logs	Track for 30 days pre-implementation
Operational Efficiency	Staff hours spent on outbound reminder calls	Time study (sample 3 days)	Standardized tracking form
	Staff hours on recall outreach	Time study	Include call attempts + documentation time
	Inbound call volume for appointment changes	Phone system reports	Categorize calls by type
Patient Acquisition & Retention	Online review volume (monthly)	Google/Yelp tracking	Screenshot baseline counts
	Average star rating	Google Business Profile	Capture on specific date
	New patient conversion rate	New patients scheduled / new patient inquiries	Define inquiry source consistently
Revenue Impact	Production per scheduled hour	PMS report	Use consistent time period (30 days)
	Revenue from reactivated patients	Tag reactivated patients in PMS	Define "reactivated" (e.g., 12+ months since last visit)

Baseline Capture Process

☐ 🟣 VP of Operations approves standardized metric definitions ☐ Create baseline tracking template (spreadsheet with all locations as rows) ☐ Distribute to Office Managers with completion deadline (allow 7 days) ☐ Central team validates data for consistency and outliers ☐ ⚠️ Store baseline data in secure, immutable format (date-stamped, read-only) ☐ Flag locations with incomplete baselines—cannot proceed to go-live without this data

Enterprise-Level Requirements

Network Standards Across Locations

☐ Minimum bandwidth requirement communicated to all locations ☐ Network assessment for locations with known connectivity issues ☐ ⚠️ Backup internet solution identified for locations with unreliable primary connection ☐ Standardized browser and OS requirements documented and enforced

Hosting Architecture Decision

Option	Pros	Cons	Recommended For
Centralized cloud (Solutionreach default)	Single configuration, unified data, easier compliance	Dependent on vendor uptime	Most DSOs
Hybrid (cloud + local caching)	Resilience if internet drops	More complex setup	Rural locations with connectivity issues

🟣 Decision Required: Confirm centralized cloud hosting approach with IT leadership

Single Sign-On (SSO) Configuration

☐ Confirm SSO compatibility (SAML 2.0, OAuth 2.0 supported) ☐ 🔵 Request SSO integration documentation from Solutionreach ☐ Configure identity provider (Okta, Azure AD, Google Workspace) ☐ ⚠️ Test SSO with pilot users before broad rollout ☐ Define role-based access control (RBAC) structure

Centralized Credentialing

☐ Create enterprise admin account structure ☐ Define permission tiers:

• Enterprise Admin (central team only)
• Regional Admin (regional managers)
• Location Admin (office managers)
• Standard User (front desk, hygienists)
• Provider (dentists—if they access directly) ☐ Document account provisioning workflow for new hires ☐ Document account deprovisioning workflow for terminations ☐ ⚠️ Audit access quarterly to prevent credential sprawl

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3. Location Readiness Assessment

Scoring Framework

Rate each location 1–5 on the following factors:

Factor 1: IT Infrastructure Maturity

Score	Criteria
1	Frequent network outages, outdated hardware (5+ years), unsupported PMS version
2	Occasional connectivity issues, aging hardware (3–5 years), PMS 1–2 versions behind
3	Stable network, adequate hardware (2–3 years old), current PMS version
4	Reliable network with redundancy, modern hardware (<2 years), current PMS with recent updates
5	Enterprise-grade network, new hardware, cloud PMS or latest version, previous successful tech implementations

Factor 2: Staff Tenure and Adaptability

Score	Criteria
1	>50% annual turnover, documented resistance to past tech changes, no staff with >2 years tenure
2	30–50% turnover, mixed reception to past changes, limited institutional knowledge
3	20–30% turnover, neutral reception to technology, some experienced staff
4	10–20% turnover, positive history with tech adoption, stable core team
5	<10% turnover, staff actively requests new technology, multiple long-tenured employees who embrace change

Factor 3: Patient Volume

Score	Criteria	Notes
1	<300 patients/month	Low impact, low risk—good for cautious pilot
2	300–500 patients/month	Moderate volume
3	500–800 patients/month	Balanced impact/risk
4	800–1,200 patients/month	High impact, higher risk
5	>1,200 patients/month	Maximum impact, maximum risk—not recommended for Wave 1

Note: For patient volume, moderate scores (2–3) are often ideal for Wave 1 pilots.

Factor 4: Existing Tech Stack Compatibility

Score	Criteria
1	PMS not on Solutionreach integration list, multiple incompatible legacy systems
2	PMS requires custom integration, some compatibility concerns
3	PMS on standard integration list, minor configuration expected
4	PMS with proven Solutionreach integration, minimal other dependencies
5	PMS with deep Solutionreach integration, existing API infrastructure, prior similar integrations successful

Factor 5: Local Champion Availability

Score	Criteria
1	No staff member willing or able to serve as champion
2	Potential champion identified but has limited bandwidth or influence
3	Willing champion identified, adequate influence, moderate tech comfort
4	Enthusiastic champion, strong influence, tech-savvy, respected by team
5	Multiple potential champions, existing "super user" from prior implementations, office manager and provider both engaged

Composite Readiness Score Calculation

Formula:

Composite Score = (IT × 1.2) + (Staff × 1.3) + (Volume × 0.8) + (Tech Stack × 1.0) + (Champion × 1.2)

Weightings reflect that staff adaptability and champion availability are strongest predictors of success, while volume is less determinative.

Maximum Score: 28.75 Minimum Score: 5.75

Score Interpretation

Composite Score	Readiness Tier	Recommended Wave
23–28.75	Tier A (Highly Ready)	Wave 1 candidate
18–22.9	Tier B (Ready)	Wave 2
13–17.9	Tier C (Conditionally Ready)	Wave 3 with remediation plan
<13	Tier D (Not Ready)	Remediate before including in rollout

Sample Location Readiness Matrix

Location	IT (×1.2)	Staff (×1.3)	Volume (×0.8)	Tech (×1.0)	Champion (×1.2)	Composite	Tier
Oakwood	4 (4.8)	4 (5.2)	3 (2.4)	4 (4.0)	5 (6.0)	22.4	B
Riverside	5 (6.0)	5 (6.5)	2 (1.6)	5 (5.0)	4 (4.8)	23.9	A
Downtown	3 (3.6)	3 (3.9)	5 (4.0)	4 (4.0)	3 (3.6)	19.1	B
Westside	2 (2.4)	2 (2.6)	3 (2.4)	2 (2.0)	2 (2.4)	11.8	D

Rollout Sequence Recommendation

Based on the scoring framework:

1. Wave 1 (Pilot): Select 2–3 Tier A locations that are:

   • Geographically distributed (tests different regional dynamics)
   • Representative of your portfolio (include at least one general dentistry, one specialty if applicable)
   • Manageable risk (avoid your highest-revenue location)

2. Wave 2: All remaining Tier A + Tier B locations

3. Wave 3: Tier C locations with remediation completed

4. Deferred: Tier D locations require specific intervention before inclusion:

   • IT score <3: Infrastructure upgrade required
   • Staff score <3: Change management intervention required
   • Champion score <3: Identify and develop champion or assign regional support

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4. Rollout Strategy

Wave Structure Recommendation

Optimal Wave Configuration for 25-Location DSO (Example)

Wave	Timing	# of Locations	Purpose
Wave 1 (Pilot)	Weeks 3–5	2–3	Validate integration, refine training, identify issues
Buffer 1	Weeks 6–7	—	Incorporate learnings, update materials
Wave 2A	Weeks 8–10	5–6	Scale validation, test train-the-trainer model
Wave 2B	Weeks 10–12	5–6	Continue scaling
Buffer 2	Week 13	—	Final refinements
Wave 3	Weeks 14–16	Remaining	Full portfolio completion

Scale Adjustments

Portfolio Size	Wave 1	Wave 2	Wave 3	Total Waves
15–20 locations	2 locations	6–8 locations	Remaining	3
21–35 locations	3 locations	8–10 per sub-wave	Remaining	3–4
36–50 locations	3 locations	10–12 per sub-wave	Remaining	4–5

Wave 1 Pilot Location Selection Criteria

Must-Have Characteristics

☐ Composite readiness score ≥23 (Tier A) ☐ Champion identified and confirmed available during pilot weeks ☐ Office Manager tenure ≥1 year ☐ No major construction, staffing transitions, or other disruptions planned ☐ 🟣 Regional Manager supportive and engaged

Preferred Characteristics

☐ Prior successful technology implementation (demonstrates change capability) ☐ PMS identical to plurality of portfolio (findings will transfer broadly) ☐ Geographic proximity to central team or regional manager (enables on-site support) ☐ Patient volume in moderate range (500–800/month)—meaningful data without excessive risk ☐ Mix of patient demographics representative of broader portfolio

Selection Decision Matrix

🟣 Requires VP of Operations approval for final Wave 1 selections

Candidate Location	Composite Score	PMS	Patient Vol.	Champion Confirmed	Regional Support	Selection Priority
[Location A]				☐ Yes ☐ No	☐ Yes ☐ No
[Location B]				☐ Yes ☐ No	☐ Yes ☐ No
[Location C]				☐ Yes ☐ No	☐ Yes ☐ No

Timeline Per Wave

Wave 1 Detailed Timeline (Pilot)

Day	Activity	Owner
W1 D1	Champion kickoff call—role expectations, timeline review	Central Team
W1 D2–D3	🔵 Integration configuration with vendor support	IT + Vendor
W1 D4	Test environment validation	Champion + IT
W1 D5	⚠️ Historical data sync verification	Champion
W2 D1–D2	Champion certification training	Central Team
W2 D3	Champion delivers staff training	Champion
W2 D4	Pre-go-live checklist completion	Champion
W2 D5	Go-live	All
W3	Hypercare: daily check-ins, issue resolution	Central Team + Vendor

Subsequent Wave Timeline (Compressed)

Day	Activity
D1–D2	Integration configuration (using templates from Wave 1)
D3	Champion training (can be grouped by region)
D4	Staff training delivery by champions
D5	Go-live
W2	Hypercare (reduced intensity based on Wave 1 learnings)

Go/No-Go Criteria

Advancing from Wave 1 to Wave 2

Criterion	Threshold	Measurement
Integration stability	Zero critical integration failures in final 72 hours	Vendor + IT monitoring
Staff adoption	100% of staff completed training, 80%+ using system on go-live day	Training logs + usage reports
Patient communication success	≥95% message delivery rate	Platform analytics
Issue resolution time	All critical issues resolved <4 hours	Support ticket logs
Champion confidence	Champions rate readiness ≥4/5 to train others	Survey
⚠️ No patient complaints	Zero patient complaints directly attributable to system	Front desk tracking

🟣 Go/No-Go Decision Authority

• Go decision: VP of Operations with CDO concurrence
• No-go decision: Any member of leadership team can halt; VP of Operations determines remediation path

Rollback Plan

Trigger Conditions for Rollback

• Integration causes PMS data corruption or sync failures affecting >5% of patient records
• Message delivery rate falls below 80%
• Patient complaints exceed 3 per location per week attributable to system
• Staff unable to perform core functions after 48 hours of go-live support
• 🔵 Vendor support unable to resolve critical issue within SLA

Rollback Execution Protocol

Step	Action	Timeline	Owner
1	🟣 VP of Operations declares rollback decision	Immediate	VP Ops
2	Notify all affected location champions	Within 1 hour	Central Team
3	🔵 Disable automated patient communications	Within 2 hours	Vendor
4	Revert to manual reminder protocols (documented backup procedures)	Same day	Champions
5	Root cause analysis initiated	Within 24 hours	IT + Vendor
6	Patient communication audit—identify any communications sent in error	Within 48 hours	Central Team
7	Remediation plan documented and approved	Within 1 week	IT + Vendor + VP Ops
8	Re-deployment scheduled (minimum 2-week delay)	Per remediation plan	Central Team

Isolation Principle

⚠️ Rollback at one location should not require rollback at other locations unless a systemic issue is identified. Each location's integration operates independently.

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5. Configuration & Integration (Weeks 2–3)

Practice Management System Integration

Dentrix Enterprise Integration

Step	Action	Time Est.	Owner
1	☐ Confirm Dentrix Enterprise version (minimum 8.0 recommended)	15 min	IT
2	☐ 🔵 Request Dentrix API credentials from Henry Schein (allow 3–5 business days)	5 days	IT
3	☐ Install Solutionreach Sync Agent on Dentrix server	30 min	IT + Vendor
4	☐ Configure sync parameters (appointment types, patient statuses to include/exclude)	1 hour	Champion
5	☐ ⚠️ Run initial patient sync—verify patient count matches PMS	2–4 hours	IT
6	☐ Validate appointment data accuracy (spot-check 20 random appointments)	1 hour	Champion
7	☐ Configure bi-directional sync (appointment confirmations write back to PMS)	30 min	IT
8	☐ Test confirmation write-back with sample appointment	15 min	Champion

Eaglesoft Integration

Step	Action	Time Est.	Owner
1	☐ Confirm Eaglesoft version (minimum 21.0 recommended)	15 min	IT
2	☐ Enable ODBC access in Eaglesoft database settings	30 min	IT
3	☐ 🔵 Provide database connection details to Solutionreach implementation team	15 min	IT
4	☐ Install Solutionreach desktop connector on server	30 min	IT
5	☐ Configure patient status mapping (active vs. inactive patients)	45 min	Champion
6	☐ ⚠️ Run initial sync and verify patient count	2–3 hours	IT
7	☐ Validate appointment sync accuracy	1 hour	Champion
8	☐ Test two-way communication functionality	30 min	Champion

Open Dental Integration

Step	Action	Time Est.	Owner
1	☐ Confirm Open Dental version (minimum 21.1 recommended)	15 min	IT
2	☐ Enable API access in Open Dental (Setup > Program Links)	15 min	IT
3	☐ Generate API key for Solutionreach	10 min	IT
4	☐ 🔵 Provide API key and database URL to Solutionreach	15 min	IT
5	☐ Configure eServices bridge (if using Open Dental eServices)	30 min	IT
6	☐ ⚠️ Run patient and appointment sync	1–2 hours	IT
7	☐ Verify recall list synchronization	30 min	Champion
8	☐ Test automated confirmation posting	15 min	Champion

Other PMS Systems

🔵 For PMS systems not listed above (Curve, Denticon, tab32, etc.), contact Solutionreach implementation team for integration guide specific to your system. Allow additional 3–5 days for custom integration setup.

Test Environment Setup

Pre-Production Validation Checklist

☐ Create test patient records (minimum 10) with:

• Future appointment within 7 days
• Valid mobile phone number (use team members' numbers)
• Valid email address
• Mix of appointment types (new patient, recall, treatment)

☐ Configure test message templates (clearly marked as TEST to avoid confusion)

☐ Execute test sequence:

Test #	Test Case	Expected Result	Pass/Fail
1	Appointment reminder SMS (7 days out)	SMS received within 5 minutes	☐
2	Appointment reminder email (7 days out)	Email received within 5 minutes	☐
3	Patient confirms via SMS reply	PMS appointment status updates to "Confirmed"	☐
4	Patient requests reschedule via SMS	Notification appears in dashboard + alert sent to front desk	☐
5	Two-way text conversation	Messages send/receive in real-time	☐
6	Recall reminder	Overdue patient receives recall message	☐
7	Review request	Post-appointment review request delivered	☐
8	Opt-out request	Patient replies STOP, no further messages sent	☐

☐ ⚠️ Document any test failures with screenshots for vendor support ticket

Data Migration / Historical Data Ingestion

Patient Communication Preferences

☐ Export existing patient communication preferences from PMS ☐ Map preference fields to Solutionreach fields:

• Contact method preference (SMS, email, phone, mail)
• Preferred language
• Opt-out status
• Preferred contact time

☐ 🔵 Provide preference export to Solutionreach for bulk import ☐ Verify import accuracy (spot-check 5% of records)

Historical Opt-Out List

☐ ⚠️ Critical compliance step: Export all patients who have opted out of communications ☐ Format opt-out list per Solutionreach specifications (phone number, email, opt-out date) ☐ 🔵 Submit opt-out list for import BEFORE any communications are sent ☐ Verify opt-out patients are suppressed in system

Recall List Import

☐ Export overdue recall patients from PMS (recommended: last 24 months) ☐ Include: patient name, contact info, last visit date, recall type, provider ☐ 🔵 Import into Solutionreach recall campaign queue ☐ Review import for duplicates or data quality issues

Security and HIPAA Compliance Verification

Enterprise-Level Checklist

Requirement	Verification Step	Owner	Status
Business Associate Agreement	☐ 🟣 Signed BAA on file covering all locations	Legal
Data Encryption (Transit)	☐ Confirm TLS 1.2+ for all data transmission	IT
Data Encryption (Rest)	☐ 🔵 Obtain vendor attestation of AES-256 encryption at rest	IT
Access Controls	☐ RBAC configured per Section 2 specifications	IT
Audit Logging	☐ 🔵 Confirm audit logs capture all PHI access, retention ≥6 years	IT + Legal
User Authentication	☐ SSO configured OR strong password policy enforced (12+ char, complexity)	IT
Session Management	☐ Auto-logout after 15 minutes inactivity configured	IT
Data Backup	☐ 🔵 Obtain vendor backup and disaster recovery documentation	IT
Breach Notification	☐ 🔵 Confirm vendor breach notification procedures align with 60-day requirement	Legal
Subcontractor Compliance	☐ 🔵 Obtain list of subcontractors with BAAs	Legal
TCPA Compliance	☐ Confirm opt-in/opt-out mechanisms meet TCPA requirements	Legal + Compliance
Minimum Necessary	☐ Review data fields shared with vendor—only PHI necessary for service	Privacy Officer

Per-Location Security Checklist

☐ Workstation screen lock enabled (auto-lock after 5 minutes) ☐ Solutionreach access limited to authorized personnel only ☐ No shared logins—individual credentials for all users ☐ Physical access controls to workstations (no public access) ☐ Secure Wi-Fi (WPA3 or WPA2 with strong password) if using wireless

Enterprise Configuration Standards

Standardized Configuration Template (Identical Across All Locations)

Configuration Category	Setting	Standard Value
Appointment Reminders
	First reminder timing	7 days before appointment
	Second reminder timing	2 days before appointment
	Final reminder timing	4 hours before appointment
	Message channel priority	SMS > Email > Voice
	Confirmation options	"1 to confirm, 2 to request reschedule"
Recall Messages
	First recall timing	1 week before due date
	Second recall timing	2 weeks after due date
	Third recall timing	6 weeks after due date
	Reactivation campaign	3, 6, 9, 12 months overdue
Review Requests
	Timing post-appointment	2 hours after appointment
	Channel	SMS with link to Google
	Filtering	Only patients with appointments marked "completed"
Two-Way Texting
	Business hours response expectation	"We'll respond within 2 hours during business hours