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Pacific Dental Services® Provides Superior Patient Experience with RingCentral


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It is common knowledge that a beautiful smile works wonders. Not only does oral hygiene promote dental health, but also it improves overall well being and increases self-esteem, making a visit to the dentist a positive and pleasant experience. Communication about dental care and treatment options plays an important role in fostering an effective dialogue about oral healthcare. This is why leading dental support organization Pacific Dental Services (PDS®) chose RingCentral to take their communications to the next level.

Founded in 1994, PDS enables dentists to focus on clinical excellence and the highest levels of cost-effective, comprehensive patient care by providing the business support structure, including the latest technology, highly skilled support staff, and ongoing training and education. Demonstrating its commitment to patient care, PDS developed an operating model called the Perfect Patient Experience® (PPE®), which establishes an extraordinary standard of care and helps create Patients for Life™.

This model requires great communication, and that is where RingCentral comes in. With more than 625 supported office locations across 19 states, PDS needed scalable communications and collaboration solutions that also met its requirement for HIPAA compliance. Previously, PDS was using legacy communications systems that were primarily voice only and lacked scalability, reliability and voice quality. They also had six different tools for video conferencing, which was cumbersome for IT and provided a disjointed experience for end users.

In order to find a truly holistic and scalable communications solution that offered more than a mere replacement of the existing legacy system, PDS enlisted the help of Mike Miller, Digital Solutions Consultant at Sidepath. Miller, who assessed the current offerings available on the market, identified RingCentral as the best choice for PDS with its robust functionality across voice, video meetings, team messaging and fax—all seamlessly integrated in a single cloud solution that complies with HIPAA security requirements.

With RingCentral, PDS has HiTrust CSF Certification validation of compliance with HIPAA security requirements, which ensures communication between dentists and their patients are guarded against unauthorized access by means of encryption. With RingCentral Rooms™, PDS can easily configure video, audio, and web conferencing with off-the-shelf equipment for any conference or huddle room so dentists can communicate and collaborate more effectively. RingCentral’s open platform also integrates with leading cloud business applications used by PDS, such as Salesforce®, Box, Microsoft 365™, and Okta, to enable seamless business workflows.

When asked about why PDS chose RingCentral over other vendors, PDS SVP & CIO, David Baker, explained it was clear RingCentral was able to support its transition to the cloud better than any other cloud communications provider: “With RingCentral, our staff and patients are able to communicate in the ways they prefer, which for many, is via text and chat. We’re seeing our patients using RingCentral text messaging for enquiries that don’t need to be serviced via a phone call, translating to increased patient satisfaction.”

With their commitment to innovation and staying ahead of the curve, it’s no surprise PDS has been named to the Inc. 5000 list of the fastest-growing private companies in America for the past 10 years. We look forward to helping PDS continue its successful expansion using a truly collaborative communications approach.

Originally published Mar 29, 2018, updated Jul 20, 2021

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