The Patient Experience Blueprint

What if the key to a better practice wasn't seeing more patients, but being more intentional about the ones you do see? In this episode of The Patient Experience Blueprint, host Josh DeVries sits down with Dr. Todd Snyder, a cosmetic and restorative dentist, lecturer, inventor, and founder of the Legion education platform. Dr. Snyder has been in practice for 32 years and runs two private offices built around one core belief: strategy matters more than volume. What we cover: Getting clear on your strategy is the single most important thing you can do for your practice How to build an online presence that attracts the patients you actually want Why the patient experience begins long before they walk through your door The common mistake dentists make when adopting new technology – and the simple fix Why sometimes the best move is doing the opposite of what everyone else in your area is doing The mindset shift that helps you stop reacting to your schedule and start leading your practice What inspired Dr. Snyder to build Legion and how it helps dentists implement what they learn Why genuine human connection is one of the most underused tools in dentistry today Connect with Dr. Todd Snyder: Website: DrToddSnyder.com Legion Education Platform: LEGIONdentist.com Practices: AestheticDentalDesigns.com | ConciergeCosmeticDentistry.com Podcast: Delusional: Winning the Weekly War of Dentistry – available on Apple Podcasts, Spotify, and all major platforms

Trust isn't something you can script. But it is something you can build — deliberately, consistently, and at every single touchpoint. In this episode, Josh DeVries sits down with Dr. Mark Costes, founder of the Dental Success Institute, co-founder and CEO of the Dental Success Network, and host of the Dentalpreneur Podcast. With 16 practices built or acquired across California and Arizona, an international keynote career spanning 80 cities a year, and a nonprofit — Smile Outreach International — delivering an estimated $2 million in charitable dentistry across seven countries this year, Mark brings hard-won perspective on what it actually takes to build a practice that thrives. What we cover: Why the best clinicians aren't always the most successful practice owners — and what the missing skill actually is The patient touchpoint framework: 8–10 intentional moments that define how patients feel about your practice How to train your team to build trust consistently — even when you're not in the room The attrition problem: why tracking new patients without tracking lapsed ones is leaving money and relationships on the table How to reactivate patients who haven't gone anywhere — they've just been forgotten If you're a practice owner, office manager, or clinician who knows the clinical side is solid but something in the patient experience isn't landing, this episode gives you the language, the framework, and the mindset shift to fix it. Connect with Dr. Mark Costes: Website (Dental Success Institute): https://www.truedentalsuccess.com Dentalpreneur Podcast on YouTube: https://www.youtube.com/@markcostes/podcasts Dr. Mark Costes on YouTube: https://www.youtube.com/@markcostes Dental Success Network: https://dentalsuccessnetwork.com Book – Pillars of Dental Success: Available on Amazon and Indigo LinkedIn: https://www.linkedin.com/in/mark-costes-dds/ Instagram & TikTok: Search Dr. Mark Costes Books Mentioned: Unreasonable Hospitality – Will Guidara Delivering Happiness – Tony Hsieh

Most dental practices aren't failing because of a lack of patients or marketing. They're failing because complexity got baked in early – and no one stopped to ask why. In this episode, we sit down with Dr. Howard Farran, founder of Dentaltown.com, and author of Uncomplicate Business. With nearly 40 years in dentistry and a platform that reaches hundreds of thousands of dental professionals, Howard brings his signature candor to the questions every practice owner should be asking but isn't. What we cover: Why growth doesn't create chaos – it just reveals the chaos that was already there How AI is about to do in 20 years what the Industrial Revolution took 200 years to accomplish How phone conversion – not marketing – is the fastest way to double a practice Why making an exception three times means you have a broken system, not a compassionate one Fraud prevention in dentistry: why 25% of dentists are stolen from and how to protect yourself The owner-carry model for selling a practice and why it beats a DSO buyout Revenue per location vs. number of locations: the metric that actually matters From the danger of confusing busyness with productivity to the case for building a lean, high-margin single-location practice, Howard challenges dentists to stop multiplying chaos and start engineering clarity. If you're a dentist, practice owner, or operator who suspects your systems are working against you, this episode is the honest gut-check you've been waiting for. Connect with Dr. Howard Farran: Ask Howard questions directly on Dentaltown.com Book: Uncomplicate Business – Website | Amazon | Goodreads | Audible YouTube: Dentaltown’s “Dentistry Uncensored with Howard Farran” podcast LinkedIn: Howard Farran

AI isn't coming to dentistry – it's already here. And waiting to see if it "sticks" might be the costliest mistake your practice makes this year.In this episode, we sit down with Laura Nelson, VP of AI Training and Development at Mango Voice, founder of Front Office Rocks, and author of Brush Up on AI. With over 20 years of dental industry experience and a track record of training thousands of dental professionals, Laura shares why AI adoption isn't optional anymore – and how practices can stop running behind and start reclaiming time.What we cover:Why AI is moving faster than any technology dentistry has seen beforeThe truth about job security: AI won't replace you, but someone who uses AI willHow to identify where your practice is dropping the ball before implementing AI solutionsPractical, free tools like ChatGPT that can transform daily workflows right nowWhy plugging AI into broken systems only makes things worseHIPAA and privacy concerns every team member needs to understandHow to use AI for role-playing difficult patient conversations and phone skills trainingFraming AI adoption around patient experience, not just profitabilityWhat team members really need to hear: "What's in it for me?"The future of connected AI across scheduling, phones, scribing, and patient careFrom overcoming team resistance to understanding what efficiency actually looks like when you've never had it, this conversation challenges dental professionals to stop crossing their arms and start asking better questions.If you're a dentist, office manager, or team member navigating the tension between staying efficient and staying human, this episode offers honest, practical guidance from someone who's lived in the front office trenches.Connect with Laura Nelson:Website: LaurenNelsonSpeaks.comFront Office Rocks: FrontOfficeRocks.comLaura’s books: Brush Up On AI (2025), Step Away From The Drill (2018) Facebook Group: Brush Up on AIMango Voice (Margo AI): MangoVoice.comLinkedIn: Laura Nelson

Dentistry isn't just another business – and treating it like one can quietly destroy your culture, patient trust, and long-term success.In this episode, we sit down with Howard Farran, CEO and Founder of Dentaltown, Farran Media, and the Dentistry Uncensored Podcast. With over 25 years of clinical experience and a track record of building one of the world's largest dental communities, Howard shares why generic business advice often fails dentists – and what practice owners should focus on instead.What we cover:Why dentistry is fundamentally different from most businessesHow fear – not finances – holds many dentists back from ownershipThe real impact of practice culture and employee turnover on patient experienceLessons from building Dentaltown into a global community of 160,000+ dental professionalsWhy mentorship, ownership, and accountability still matter in modern dentistryFrom overcoming early-career fear to building teams that actually care, this conversation challenges dentists to stop settling and start leading practices rooted in purpose and heart.If you're a dentist, associate, or practice owner navigating the tension between patient care and business pressure, this episode offers unfiltered insight from someone who's lived both sides.Connect with Howard Farran:YouTube: Dentaltown's "Dentistry Uncensored with Howard Farran" podcastLinkedIn: Howard FarranHowardFarran.comUncomplicate Business – Website | Amazon | GoodreadsDentaltown: dentaltown.comTwitter/X: @HowardFarranInstagram: @dentaltown

What does it really mean to create a "WOW" worthy patient experience in dentistry? In this inspiring episode, we interview Dr. Anissa Broussard — dentist, marketing agency founder, and the first female dentist podcaster — who shares her powerful philosophy around patient care and practice growth. Dr. Broussard’s approach goes far beyond clinical skill, focusing on treating every patient like family, connecting from the heart, and delivering unexpected moments of delight. From the way dental teams can welcome children to how practices can leverage digital marketing, her patient-first mindset shines through. Whether you’re a dentist, office manager, or part of a dental team, this episode is packed with actionable wisdom on transforming both your patient experience and your professional journey. Tune in now and discover how authentic care, bold marketing, and a healing mindset can transform your dental practice. You can find Dr. Anissa Broussard of Digital Floss on LinkedIn and on Instagram at @dranissabroussard.

Your security standards shouldn’t stop at a BAA. In this episode of The Patient Experience Blueprint, our CTO Owen Ingraham breaks down what it means to go beyond checkbox compliance. With SOC 2 Type II certification, Intiveo is setting a new standard for trust in the dental industry. “The framework is essentially a whole suite of policies and compliance targets that need to be met, not just at one point in time, but over an extended period of time where a third-party auditor is going to take the time to ensure that you’re meeting those compliance standards.” - Owen Ingraham Learn how Intiveo is leading the charge on patient-first data security, and what this milestone means for large DSOs and every practice striving for a safer, more reliable experience.

In this episode of The Patient Experience Blueprint, we speak with John Poli, Industry Principal for Healthcare at RingCentral, about the transformation of patient communications across dental practices — from large DSOs to single offices. John breaks down how AI and UCaaS (Unified Communications as a Service) are helping streamline experiences, improve trust, and address industry-wide issues like burnout, patient retention, and staffing shortages. We also highlight the partnership between RingCentral and Intiveo — a powerful collaboration reshaping how dental providers communicate with their patients.

In this episode of The Patient Experience Blueprint, we speak with Laura Alexis, the CEO and Founder of POP Recovery Systems, about why recovery shouldn’t stop at the OR doors. Laura shares the deeply personal story that inspired POP, a patient-centered platform designed to provide guidance, safety, and emotional support throughout the surgical journey.What you’ll hear:Why “Patients Over Profits” isn’t just a slogan — it’s the mission What a truly supportive pre-op and post-op patient journey looks like How POP blends technology with human care to create powerful outcomes

What do Matt Damon, Cher, and Kate Hudson have in common? Their smiles were crafted by Dr. Jon Marashi — but that’s only part of the story. In this episode of The Patient Experience Blueprint, we sit down with the celebrity dentist and co-founder of Byte to talk about transforming dentistry through entrepreneurship. Dr. Marashi walks us through his journey from private practice to building a billion-dollar brand, and how he continues to innovate with products like the M Sonic Luxury Tonic toothbrush.

This episode of The Patient Experience Blueprint delves into Project FIND-EM, a groundbreaking initiative by the University of Utah that employs forensic isotope ratio mass spectrometry to help identify unknown human remains. Plus, we examine how Project FIND-EM intersects with the patient experience and discuss how participation can deepen the bond between patients and their dental providers, fostering trust and long-term engagement.

In this episode, we sit down with ArNelle Wright, a seasoned dental professional and inspiring leader, to explore her journey in the dental field and uncover practical advice for shaping effective teams and dental practices. ArNelle shares the key traits of strong leaders, her view on mentorship, and discusses common challenges dentists face, such as practice management and aligning team goals — and shares potential solutions.

Danielle Apostolon from CareQuest Institute for Oral Health explains the shift towards value-based care in dentistry. Understand how this model prioritizes quality outcomes over the quantity of services, and how dental practices can adopt this approach to improve patient care and satisfaction. Danielle also explores how value-based care transforms the patient journey by focusing on preventive measures, personalized treatment plans, and long-term health benefits, ultimately leading to more satisfied and healthier patients.

This episode, hosted by Intiveo’s CEO Josh DeVries, uncovers the trends from one of Initveo’s most popular content pieces: our annual trends report. Listen to get insight into the emerging patterns in the dental industry, identify upcoming opportunities, make future-focused decisions and understand how these trends may impact your business. Take a look at our guide here: https://intiveo.com/trends-2025-guide/

In this episode, we are joined by Dr. Shahrooz Yazdani, CEO and Director of Yazdani Family Dentistry and Costello Family Dentistry. Dr. Yazdani, who earned his DDS degree with Honours from the University of Toronto and completed a prestigious two-year residency in North Carolina, brings a wealth of knowledge and a commitment to excellence in dental care. He will share his journey in dentistry, the importance of high-quality care, and how his practices maintain a commitment to patient satisfaction and clinical excellence. Discover how Dr. Yazdani's dedication to advanced training and continuous improvement sets his dental practices apart and ensures exceptional patient experiences.

Jinesh Patel, CEO of UptimeHealth, discusses the impact of equipment downtime on dental practices and introduces strategies to prevent it. Learn how innovative technology can automate medical device management, enhance patient care, and reduce operational costs. Jinesh will also highlight how these improvements directly benefit the patient experience by minimizing disruptions in care, ensuring timely treatments, and maintaining high standards of safety and reliability in dental procedures.

In our most recent podcast episode, Integrating Medical and Dental Care: The Future of Dentistry, we are joined by Dr. Jessica Pharar of the Pharar Foundation. November is Mouth Cancer Action Month, making it a perfect time to talk about the importance of dental care for cancer patients. The Pharar Foundation has made it a priority to transform the lives of patients affected by cancer through their dental health.

Dr. Alex Gruenberg, an expert in robotic-assisted dental surgery, shares his experiences with the Yomi Robot and how it has transformed his practice. Discover the benefits of a fully digital workflow and the future of implant dentistry. Dr. Gruenberg also discusses how these technological advancements enhance the patient experience, offering more precise, less invasive procedures, shorter recovery times, and higher satisfaction rates through improved outcomes and streamlined care processes.

Join us for this insightful discussion with Intiveo Co-Founders, Owen Ingraham and Nathan Devries.In this episode, we delve deep into the fundamentals of dental data security, a critical aspect of modern dental practice management. As dental practices increasingly rely on digital records and online systems, the importance of protecting patient information has never been greater. We'll explore why robust data security measures are essential for maintaining patient trust, ensuring regulatory compliance, and safeguarding against financial loss. In this episode, Nathan and Owen share actionable insights and best practices to help dental professionals safeguard their data, prevent breaches, and maintain compliance with regulatory requirements. They also discuss the impact of data security on patient trust and practice reputation, and how a proactive approach to data protection can prevent financial losses associated with data breaches. Resources: https://support.microsoft.com/en-us/office/protect-yourself-from-online-scams-and-attacks-0109ae3f-fe61-4262-8dce-2ee3cd43bac7 https://haveibeenpwned.com/ Download Intiveo's Digital Security Basics for Dental Practices for insights on: Why digital security is so important The Health Insurance Portability and Accountability Act (HIPAA) and the Personal Information Protection and Electronics Document Act (PIPEPA) Common data breaches like phishing and ransomware Text and email best practices And, for Canadian dentists, how Law 25 in Québec impacts you Download our guide here: ⁠ https://intiveo.com/digital-security/