The Hidden Growth Engine: Creating Experiences That Keep Patients Coming Back
Saturday, January 30, 2027
10:00 am – 12:00 pm
Course Code:
831SL
Credits:
2
CE Hours
In this course, attendees will explore how the experiences created between visits play a critical role in whether patients return, follow through, and remain engaged with care. Designed for practices with a foundational understanding of patient communication and operations, this session focuses on the systems and small moments that shape long-term patient behavior.
The first half of the session will feature a presentation from Debra Nash, highlighting practical approaches to strengthening follow-up, recall, and communication beyond the clinical visit. The second half will transition into a structured discussion with Dr. Cerisa Clouse, an accomplished practice owner, and Chris Balbi, a national AI educator, who will share how these concepts are applied in real-world practice settings. Together, the session will examine how intentional, consistent experiences can improve retention, strengthen relationships, and support sustained practice performance.
Speakers
After this course attendees will be able to:
- Identify the key moments between visits where patient engagement is often lost
- Explain how recall, follow-up, and communication systems influence patient retention
- Evaluate strategies to improve patient compliance and continuity of care
- Apply methods to strengthen communication outside of the operatory
- Assess how patient experience impacts long-term loyalty and referral behavior
- Implement processes that support consistent engagement between appointments
- Recognize opportunities to re-engage patients and improve overall practice performance
The Weave grant has been applied to this course.
The Massachusetts Dental Society is an ADA CERP Recognized Provider
ADA CERP is a service of the American Dental Association to assist dental professionals in identifying quality providers of continuing dental education. ADA CERP does not approve or endorse individual courses or instructors, nor does it imply acceptance of credit hours by boards of dentistry. Concerns or complaints about a CE provider may be directed to the provider or to the Commission for Continuing Education Provider Recognition at
ADA.org/CERP