The Growth Hub, your practice's operating layer
One intelligent layer where every patient enquiry, call and message is managed, in and out. It answers in seconds, qualifies, books, and builds trust around the clock, while your team works from a single screen. This is how the whole thing fits together.
Jump into the system
It runs in three places, with your team on one screen. Open any of them, or read the full walkthrough below.
1What the Growth Hub is
The DSD Growth Hub is the platform Digital Smile Design uses to run a practice's patient pipeline. When someone enquires, it responds in seconds, works out what they need, follows up until they book, builds their confidence before the visit, and gives reception one simple screen to manage the human moments.
There are three parts working together:
- The platform hosts each practice (its CRM, calendar, messaging and branding) and is where a practice is onboarded and set up.
- The automations are the workflows that respond, qualify, follow up and build trust without anyone pressing a button.
- The Front Desk Dashboard is the one screen reception works from. It surfaces the few actions that win or lose a booking.
The short version: the system does the chasing and the messaging; the team makes the calls and books the patient. The Dash tells them exactly what to do, in order.
2The patient journey
From first enquiry to walking through the door, every patient moves along the same path. The Growth Hub carries them automatically; reception only steps in where a human voice matters.
3Enquiry & qualification
The first automation does the heavy lifting the moment an enquiry lands. The goal is simple: never leave a new patient waiting, and know who is worth a call right now.
The AI reads each lead's temperature (hot, warm or cool) from the conversation. That rating shapes how hard the system chases and which version of later messages it sends.
See the actual emails patients receive, new and existing, with the follow-up versions ›
4The follow-up cadence
If a patient does not book straight away, the system keeps working them in a steady rhythm, calls at different times of day plus automated messages, so a quiet lead is never simply dropped.
5Pre-appointment trust
Once a patient books, a second automation prepares them for the visit. The clever part: it reads how many days are left and sends the right amount of build-up, never too much, never too little.
Two things happen automatically here: the text-message steps are built but currently switched off, and the doctor introduction picks a video or no-video version depending on whether a doctor video is set.
6The Front Desk Dashboard
The automations handle the messaging and the chasing. The Front Desk Dashboard is where the team handles the human moments, the calls, the bookings, the replies. It is one screen, deliberately simple, so reception does not need to learn the whole CRM.
- One list to clear. The Needs action queue shows only what needs doing right now, most urgent at the top.
- Everything in context. Clicking a patient fills a sidebar with who they are, what they want, and the actions to take, call, message, book, record an outcome.
- Nothing slips. Missed calls are pinned at the top; emergencies jump the queue and can sound an alert.
The rhythm of the whole screen: pick a card on the left, act in the sidebar on the right, press Mark as actioned.
7The dashboard in action
This is the same Operations screen reception sees: the work queue on the left, the patient sidebar on the right. Press play to watch it handle a new enquiry end to end, then prioritise an emergency.
6Booking an appointment
Reception books straight from the patient sidebar, no separate calendar, no CRM digging.
- Click the patient in the queue. The sidebar fills with their context.
- In the Appointment block, press Book appointment.
- Pick a date and time from the practice calendar.
- Confirm. Reschedule and cancel work the same way, from the same place.
Booking does three things on its own:
- Moves the opportunity to Booked.
- Stops the follow-up chasing for that patient.
- Starts the pre-appointment trust messages, with the cadence chosen by days to the visit.
After the appointment, record the outcome (Showed, No-show or Cancelled). Once the appointment time has passed, recording the outcome is what clears the card; Mark as actioned clears everything else.
7Call outcomes (dispositions)
After every call, reception taps what happened. One tap keeps the record accurate and tells the automations what to do next.
- Appointment Booked / Confirmed. The patient moves to Booked, all chasing stops, and the trust messages begin.
- Call Back Requested. A call-back is scheduled and the patient stays in the follow-up rhythm.
- Left Voicemail. Logged as an attempt. The cadence carries on to its next step.
- No Answer / Rang Out. Logged as an attempt. The next call is tried at a different time of day.
- Not Interested. The patient is closed out and chasing stops.
- Wrong Number. Flagged so the number is corrected and they drop out of calling.
It is the same set of outcomes whether the call is handled in the Dash or the wider Growth Hub. Choosing one drives the next automated step, so reception never sets up the follow-up by hand. Press Mark as actioned to close the call.
8The three layers, together
It helps to see the system as three layers stacked on top of each other. Each does its job; the patient experiences one smooth journey.
Hosts each practice: CRM, calendar, messaging, branding. Where a practice is onboarded and provisioned.
The workflows that respond, qualify, follow up and build trust. They run on their own, around the clock.
The human layer. Surfaces the few manual steps and lets reception clear them in seconds.
A patient enquiry flows down through all three: the platform receives it, the automations work it, and the Dash brings the human moments to reception at the right time.
9How a practice goes live
Before any of this runs, a practice is onboarded onto the platform. That part is deliberately quick.
Onboarding is handled by a person, not a script. Every practice is reviewed and personalised before going live, and no patient communication is ever sent without being checked first.