The Patient Experience Blueprint

Hosted by Intiveo

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May 2026

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Welcome to The Patient Experience Blueprint, the podcast where we dive into the dynamic world of dentistry and technology. Join Intiveo as we have engaging discussions with experts, dental professionals, and industry leaders who share their insights on the latest trends and innovations in the field. Don't miss an episode – subscribe now and stay informed about the future of dental care.

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35 recent

June 16, 20261 hr 1 min

Connection Before Case Acceptance with Gary Takacs

Gary Takacs has been in dental consulting since before most of his clients graduated dental school. He created the first dental podcast in 2011, has visited over 2,200 practices across all 50 states, and has spent decades watching the same pattern play out: practices that struggle with case acceptance are usually struggling with something that comes before it. That something is connection. This episode gets into what building it actually looks like. What we cover: Why dental school teaches treatment presentation backwards — and what to lead with instead. The protocol that helps patients see their teeth in a way they never have before. The one question to ask before presenting any treatment plan. The three categories of case acceptance and the benchmarks Gary holds his clients to. How 60% of high-value case acceptance comes from existing patients in hygiene, not new patient consultations. Why the treatment coordinator role is disappearing, and why that's a mistake. Team empowerment and a $200 decision-making threshold that changed one owner's quality of life. The case for dentistry as life-saving, and a $12 book that will surface these important conversations in your waiting room. Connect with Gary Takacs: Thriving Dentist Show: search wherever you listen to podcasts Less Insurance Dependence Podcast: search wherever you listen to podcasts Top 10 Practice: https://www.top10practice.com Book recommendation: Beat the Heart Attack Gene by Bradley Bale MD

May 19, 202632 min

Serving the Patients Most Practices Can't

What does it take to get a patient into the chair when fear has kept them away for years? In this episode of The Patient Experience Blueprint, host Josh DeVries sits down with Dr. Neal Johnson — a board-certified dental anesthesiologist, founder and CEO of UIS Health, and host of the SMILES & AI podcast. Dr. Johnson has spent his career serving the patients most practices struggle to treat, and he's built the tools, technology, and training to help the rest of dentistry catch up. What we cover: How dental anesthesiologists work alongside practices to serve some of the most complex and anxious patients in dentistry What the patient journey around sedation looks like from the first conversation to the chair How AI and technology are changing the way practices build patient trust and case acceptance Why patient communication before and after a sedation appointment is just as important as what happens in the chair What every dentist working with anxious or complex patients should understand about sedation, whether they're administering it themselves or not Connect with Dr. Neal Johnson: SMILES & AI with Dr. Neal Johnson on YouTube: https://www.youtube.com/@SMILESAIwithDr.NealJohnsonPodc UIS Health (Unified Intelligent System): https://uishealth.com/ SmileSphere Academy — a subscription platform for practices to access and white-label patient education videos, including a pediatric library: https://www.smilesphereacademy.com The Efficiency Catalyst: https://www.theefficiencycatalyst.com/ LinkedIn: https://www.linkedin.com/in/nealjohnsondds/

April 21, 202644 min

Care More, Make More: The Business Case for Patient-Centered Dentistry

What if the biggest barrier to better patient care wasn't clinical skill – it was the fact that your software can't talk to anyone else's? In this episode of The Patient Experience Blueprint, host Josh DeVries sits down with Dr. Bryan Laskin, a Minnesota-based dentist, Co-Founder and CEO Toothapps and Cair, and Chair of the Dental Standards Institute. Dr. Laskin has spent decades building technology and standards that connect dentistry to the broader healthcare ecosystem – and he's just getting started. What we cover: Why patients care about convenience above everything else – and what that actually means for how you run your practice The Google review that changed the way Dr. Laskin thinks about the patient experience How to build systems that make patients feel cared for without relying solely on individual charisma Why the lack of data standards in dentistry is the biggest public health crisis you've never heard of Why oral health data connected to overall health records isn't just convenient — it's life-saving Connect with Dr. Bryan Laskin: The Bryan Laskin Podcast on YouTube Website: https://bryanlaskin.com/ Toothapps: https://www.toothapps.com/ If you want to get involved in dental standards go to dentalstandards.org to have a say. Cair app: https://cair.net/ Book: https://unfaircare.com/

March 30, 202635 min

Strategy First: How to Build a Practice That Works for You with Dr. Todd Snyder

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

March 17, 202636 min

What Separates Great Dental Practices from Average Ones

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

March 5, 20261 hr 8 min

Uncomplicate to Accumulate: Why Subtraction Is the Real Growth Strategy with Dr. Howard Farran

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

February 17, 202648 min

Stop Running Behind: How AI Gives Dental Teams Time Back with Laura Nelson

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

February 11, 202651 min

The Man in the Mirror: Why Practice Culture Defines Patient Experience with Howard Farran

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

September 15, 202544 min

The WOW Factor: How to Create a Practice Patients Can’t Stop Talking About

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.

August 20, 202535 min

A Patient Experience You Trust: Why SOC 2 Compliance Matters for Healthcare

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.