Of 34 practices called between 7 and 10pm Pacific on a Tuesday, 33 did not answer. One answered and rerouted the call to a scheduler for the following Monday. Zero had a path for a patient in active pain that night.
The one that did answer was a boutique practice in the Bay Area running a $250K-a-year rejuvenation model. Their front desk had a playbook. They are the only ones I have found who do.
The rest are ceding the patient. They do not know they are ceding the patient. They believe they are running a good practice — and by the metrics they were taught, they are. The metrics they were taught do not include the patient who called at 8:14pm and went somewhere else.