Dentrix
By Henry Schein One, LLC
Preparation Phase:
Work with your assigned Systems Implementation Coordinator to plan out the process, understand software requirements, and ensure initial system setup.
Scheduling Phase
Coordinate with the Implementation Coordinator to set dates for:
The final “go-live” conversion date.
Trial Conversion Phase
Complete a recommended minimum of 12 hours of training on trial data to prepare for daily use.
Training
Self-paced online resources and Mastery Tracks courses are available for added flexibility.
Live Conversion Phase
Trainers assist with the transition and help set up workflows, ensuring staff are ready to use Dentrix as the primary system.
Go-Live Support and Optimization
Dentrix practice management software offers robust customization features, allowing dental practices to tailor key modules and workflows to their unique business needs. Below are detailed data points on how Dentrix can be customized:
Personalized Workstation Settings: Administrative and clinical users can individually configure screen layouts, preferences, and display options for their workstations, matching personal workflow preferences and specific role requirements.
Customizable Toolbars: Toolbar buttons in modules like Patient Chart, Appointment Book, Family File, Ledger, and Office Manager can be added, removed, reordered, or grouped to streamline common actions and match daily routines.
Color-Coding and Views: Appointment types and provider columns can be color-coded, and appointment book layouts adapted for each user to improve scheduling efficiency.
Flip Tabs & Quick Navigation: Set up custom Flip Tabs for rapid scheduling of commonly repeated intervals (e.g., recalls, crown seats), with each workstation able to have custom date shortcuts.
Custom Appointment Templates: Practices can adjust views, time blocks, and appointment details to suit their schedule structure and resource allocation.
Perfect Day Scheduling: Define prioritized time slots for procedures, emergencies, or new patient visits, avoiding overbooking and supporting practice-specific protocols.
Custom Clinical Note Templates: Providers can create and modify templates for clinical documentation (including custom wording and mandatory fields), ensuring compliance with their practice’s unique standards and specialties.
Procedure Button Sets: Practices can design unique sets of charting buttons, tailored for common treatments, particular operatories, or specialties, to speed up clinical documentation.
Chart View Customization: Dentrix 3D Patient Charting enables you to select and arrange which clinical data, chart images, and procedure statuses are visible, using custom colors, layouts, and information panels.
Customized Procedure Codes: The system allows edits to procedure codes, categories, and billing details for accurate reporting, insurance submission, and to match the office’s protocol for complex procedures.
Multi-Codes Setup: Practices can group several procedures under a single code (“multi-code”), making it easier to schedule, bill, and document multi-step treatments efficiently.
Auto-Set Complete: Standardize how procedures are marked as complete in the Patient Chart, automating administrative updates for frequently performed treatments.
Custom Reports: Dentrix supports building and saving custom reports, so practices can focus tracking and analysis on their own KPIs, financial objectives, and patient retention metrics.
Business Intelligence Dashboards: Practice Analysis tools can be tailored to highlight specific trends and financial metrics relevant to organizational goals, supporting data-driven decisions.
Role-Based Permissions: Administrative users can set custom permission profiles for staff, restricting access to sensitive data or defining roles based on the practice’s operational structure.
Custom Message Templates: Practices can create unique templates for appointment reminders, confirmations, and follow-ups, adapting notification style and frequency to patient communication preferences.
Online Forms and Check-in: The platform allows for custom digital forms and kiosks, streamlining patient intake and improving brand consistency.
Dentrix provides a comprehensive training and support program to ensure new users are fully equipped to utilize the software efficiently and confidently in their dental practices.
Systems Implementation Coordinator: Each new practice is assigned a dedicated coordinator who guides them through the entire setup and implementation process, from system requirements to practice-specific configuration and timeline planning.
Certified Trainer-Led Sessions
Dentrix offers in-person and remote training conducted by certified trainers. These sessions cover essentials like system navigation, appointment scheduling, clinical charting, billing, insurance processing, and reporting.
Training is typically delivered in 4-hour blocks and is tailored to specific roles within the dental office. Practices are encouraged to complete at least 12 hours of training before the go-live date.
Before going live, practices work with their own trial data in Dentrix, receiving hands-on practice and training while familiarizing themselves with real workflows and addressing data migration questions.
Self-paced online learning modules and “Mastery Tracks” are available, allowing staff to gain proficiency in core modules or specific tasks at their own pace.
Trainers and support specialists provide hands-on assistance during the critical switch to Dentrix as the primary system, helping with workflow optimization and troubleshooting any issues.
Dentrix users have access to a robust customer support network, including phone, email, and online case submission.
A searchable knowledge base, video tutorials, FAQs, and step-by-step guides are available 24/7 through the Dentrix Resource Center.
Continuous Education and Optimization
Dentrix offers additional live and on-demand training sessions for new features, best practices, and advanced topics as needs evolve.
Regular newsletters and product updates keep users informed of new capabilities and workflow enhancements.
Dentrix employs a comprehensive suite of security measures to safeguard sensitive patient and practice data, aligning with dental industry regulations and best practices for healthcare IT.
HIPAA Compliance: Dentrix is designed to support compliance with the Health Insurance Portability and Accountability Act (HIPAA), ensuring protection of electronic protected health information (ePHI) through administrative, physical, and technical safeguards.
SOC 2 Certification (Dentrix Ascend): For Dentrix Ascend, SOC2 Type II compliance demonstrates rigorous standards for data security and privacy, giving practices additional assurance over cloud-based data protection.
Encryption: Dentrix Ascend uses industry-standard encryption protocols, including TLS/SSL for data in transit and AES-level encryption for disk storage, where recommended. Full disk encryption (like Microsoft BitLocker) is advised for on-premises environments.
Firewall Protection: Network firewalls are implemented to prevent unauthorized access to servers and workstations that manage patient data.
Access Controls and Password Security: The platform supports robust password policies, including unique logins for each user, mandatory periodic password updates, and role-based access restrictions to ensure only authorized staff can view or edit sensitive information.
Audit Trails and Logging: Dentrix maintains comprehensive audit logs, tracking system access and actions performed. These logs facilitate regulatory audits and help in rapid identification and management of potential breaches.
Security Risk Assessment: Practices are encouraged to conduct regular security risk assessments, supported by Dentrix and its partner, TechCentral, to help identify and address vulnerabilities.
Staff Training and Best Practices: Dentrix provides guidance and expert resources for staff training on data protection protocols, including physical security (e.g., locking laptops/external drives, restricting key privileges) and proper equipment disposal.
Physical Security: Recommendations include keeping record rooms, laptops, and external drives physically secured to prevent theft or unauthorized access.
Managed Threat Detection: Deploying advanced, AI-powered threat detection tools and managed response services further minimizes the risk of cyberattacks and data breaches, especially for practices leveraging Dentrix Ascend and networked environments.
Continuous Release Cycle: Dentrix has moved to a faster, continuous release cycle, typically delivering software updates every eight weeks (approximately every two months). This schedule allows for frequent, smaller updates focused on customer needs, bug fixes, and new features.
Automatic Updates: With recent releases, Dentrix enables automatic background updates. Once this feature is enabled, Dentrix will download and install updates automatically, minimizing the need for manual intervention and avoiding workflow disruption.
Component and Major Releases: Larger suites such as Dentrix Enterprise commonly have two major releases per year (about every six months), supplemented by incremental patches and service updates in between. All product lines benefit from regular security and CDT code updates when required.
Dentrix Update Manager: Updates are administered through the Dentrix Update Manager, which notifies users of new releases and manages installation across all connected workstations. Administrators can configure the schedule for these updates, selecting specific days and times to minimize impact on daily operations.
Background Installation: Newer Dentrix versions allow updates to run silently in the background, letting staff continue work without interruption. Smaller, incremental improvements mean less downtime and faster adoption of enhancements.
User Controls: Administrators can adjust automatic update settings via the Office Manager, setting maintenance windows that align with their office’s workflow and preferences.
Release Communication: Each update is accompanied by release notes and alerts. Users are notified of new features and prompted to review important changes—especially code or regulatory updates—on first login after an update.
Practice Control of Data: Dentrix ensures that dental practices retain full ownership and control over all patient, clinical, and business data entered into the software. The platform functions solely as a technology provider, not as the owner of your practice data.
Local and Managed Data Storage: Practices using Dentrix typically store their data locally on in-office servers or workstations, especially in the on-premise version. Your practice has administrative rights to access, manage, and secure this information at all times. With cloud-based (Dentrix Ascend) deployments, your data remains owned by your practice, though physically hosted in secure, SOC2-certified cloud environments.
No Unauthorized Vendor Usage: Dentrix/Henry Schein does not use or access practice data for purposes outside technical support, maintenance, regulatory compliance, or as contractually required. Data is not shared with third parties except as needed for integration, legal, or compliance purposes, and always under HIPAA rules.
Export Capabilities: Dentrix provides robust options for exporting patient data, schedules, practice financials, treatment plans, imaging records, and other relevant information. Data can be exported in standard electronic formats for migration, backup, or archival needs. Practices can use built-in export tools, reporting modules, or direct database access, depending on the software version and deployment.
Migration and Integration Support: When moving to or away from Dentrix, practices can export data for migration to other dental practice management systems or third-party tools. Dentrix’s technical support and data services teams assist with data conversion, ensuring smooth transitions whether exporting patient lists, charts, appointment data, or clinical histories.
No Vendor Lock-In: There are no artificial restrictions, fees, or penalties that prevent a dental office from exporting or migrating its data at the end of the service period. Dentrix policies are designed to avoid vendor lock-in, ensuring practices remain in control of their information, even if switching to a new vendor or system.
Dentrix practice management software offers flexibility for dental practices to scale their operations—whether expanding with new providers, staff, or locations, or adjusting downward to streamline practice size—reflecting evolving business needs.
Add Providers/Users: Practices can easily add new dentists, hygienists, assistants, or administrative users to the platform. User licensing is typically managed through Dentrix or authorized resellers, with billing adjustments reflecting the expanded usage.
Multi-Location Support: Dentrix supports multi-location practices. As practices grow to include additional clinics or branches, the software can be configured to manage them centrally or as separate databases, according to your operational model.
Modular Integration: Practices can scale up functionality by purchasing and activating additional modules or eServices (such as digital imaging, analytics, payment processing, eClaims, and advanced communication tools) when business requirements increase.
No Infrastructure Barriers: For many deployments, especially cloud-based or those using managed IT support, scaling up does not require new hardware purchases—software access and functionality are enabled as needed.
Remove Users/Locations: Practices undergoing downsizing can deactivate or remove user accounts and locations. This adjustment aligns software licensing costs with the practice’s current size and ensures compliance with subscription agreements.
Modular Deactivation: Unused modules or eServices can be deactivated to reduce costs. Billing reflects the active services only, helping practices optimize their operational expenses.
No Minimum Practice Size: Dentrix does not require practices to maintain a minimum number of users or providers, making it suitable for solo practitioners or small dental offices.
Migration and Data Access: If a practice further downsizes, consolidates, or considers business closure, Dentrix supports data export and technical assistance to ensure safe record retention or migration.
Adjustable Subscription: Dentrix subscriptions are flexible, allowing for routine adjustments in user licenses, activated modules, and supported locations to match your organization’s changing needs.
No Long-Term Lock-In: Most deployments do not include rigid long-term commitments for user or module counts, and changes can usually be reflected in the next billing period.
Transparent Billing: Changes in the size or scope of your Dentrix solution are tracked and reflected transparently in your account billing.
Continued Data Access: Regardless of scale changes, your practice retains ownership of all patient and practice data, with full access to records, treatment histories, and financial data at any time.
Software Licensing: Dentrix typically operates under a software license agreement, which can be structured as perpetual or term-based (annual/multi-year).
Automatic Renewal: For subscription and SaaS offerings (like Dentrix Ascend), contracts often renew automatically at the end of the initial term unless formal notice of non-renewal is provided, commonly required 30–90 days before the renewal date.
Renewal Adjustments: Renewal terms may reflect price updates, expanded or reduced user licenses, or updated service levels. Practices are notified of any changes in advance of renewal.
Scope Changes at Renewal: Practices can adjust the number of users, modules, or add-ons, or switch between service levels at renewal, with the account manager facilitating these changes.
Continuous Service: Auto-renewal ensures continued access to software, updates, and support, avoiding service gaps.
Notice Requirement: Practices must generally provide formal written notice of cancellation or non-renewal, usually 30–90 days before the contract renews. The exact notice period is specified in the service agreement.
No Penalty for End-of-Term Cancellation: If notice is given according to contract terms, there are no penalties or extra fees for discontinuing service at the end of a contract term.
Early Termination: Terminating a contract before its scheduled end typically incurs obligations for the remaining contract value or may include early termination fees, unless otherwise negotiated or in the event of vendor breach.
Cancellation Process: Cancellations are managed through official channels by contacting the assigned Dentrix account representative or the contract management department in writing (email or certified mail).
Transition and Offboarding Support: Upon cancellation, Dentrix provides technical assistance for data export and practice transition. Data retention periods are set in the contract; practices are responsible for completing their data backups during this window.
No Refunds for Unused Term: Payments for the current contract or billing cycle are generally non-refundable; access continues until the end of the paid period.
No Hidden Closeout Fees: There are typically no extra charges for account closure, data export, or discontinuing modules, unless complex/custom conversion services are requested.
Data Export and Portability: Practices retain full rights to export and migrate their patient and business data in standard formats before closure. Dentrix supports industry-standard data formats and offers migration/export support.
Data Retention After Cancellation: After account closure, Dentrix may retain practice data for a specified grace period (per contract, usually 30–90 days) to permit export and meet regulatory needs, after which data is securely deleted.
Modular Expansion or Reduction: During renewal or at designated periods, practices may add or remove user licenses, features, modules, or location support without penalty; charges for subsequent periods are adjusted accordingly.
Dentrix practice management software is engineered to meet key regulatory and industry standards, ensuring secure, compliant management of dental practice and patient data.
Health Insurance Portability and Accountability Act (HIPAA): Dentrix is structured to support comprehensive HIPAA compliance, integrating administrative, technical, and physical safeguards for the protection of electronic Protected Health Information (ePHI). This includes features such as access controls, role-based permissions, audit logs, data encryption, and robust privacy management.
SOC 2 Type II (Dentrix Ascend): The Dentrix Ascend platform achieves SOC 2 Type II certification, demonstrating adherence to rigorous standards in data security, confidentiality, availability, and privacy for cloud-stored information. This certification provides an added layer of assurance regarding the protection and management of sensitive patient and business data.
Electronic Prescribing (eRx) Compliance: Dentrix includes e-prescription capabilities that comply with federal regulations for electronic prescribing of medications, supporting secure and auditable transmissions between providers and pharmacies.
Electronic Claims Standards: Dentrix supports electronic insurance claims submissions that align with ANSI X12 standards for healthcare transactions, facilitating compatibility with payers and clearinghouses.
Data Encryption: Dentrix Ascend and recommended on-premise deployments use industry-standard encryption (such as TLS/SSL for data in transit and AES or full disk encryption for data at rest) to secure patient information.
