Marti Hold
Office Manager | Olympia Pediatric Dentistry
From Fighting With Forms to Never Chasing Down Help: Olympia Pediatric Dentistry’s mConsent Story
A 30-year dental veteran on why mConsent feels different: “You guys were going to work alongside them and not leave them alone.”
When Olympia Pediatric Dentistry set out to fix a frustrating patient forms process, office manager Marti Hold wasn’t new to software rollouts; she’d seen plenty of them fail. With 30+ years in the dental field and experience across multiple practices, she knew the difference between a vendor that sells and disappears, and one that sticks around. mConsent turned out to be the latter.
Before mConsent, Olympia Pediatric Dentistry was using the online forms built into its Dentrix software. On paper, it solved the basic problem, but in practice, patients were consistently struggling to get through them.
“The patients were always struggling with it,” Marti says. “I mean, patient experience is the most important thing… that is the best driver and the best judge of how a practice is doing with the software as well is how your patients are feeling about it.”
“Patient experience exceeds everything. Everything.”
— Marti, Office Manager, Olympia Pediatric Dentistry
Marti had already seen mConsent work well at another practice, and she knew what she needed: a way for patients to complete forms easily, whether on a laptop in the office or sent ahead of their appointment.
Olympia Pediatric Dentistry first brought on mConsent for forms and immediately felt the difference. “It was awesome, and I agree it was seamless, much better than the dental software’s forms. Just much easier, user-friendly for the patients and the team,” Marti says.
Onboarding reinforced that first impression. Marti worked closely with the mConsent team and found the communication personal and fast. “I could communicate with the mConsent team… just emailing was super easy and I would get a response right away. I prefer it to be a little more personalized, instead of feeling like you get sold something and then when it was time to actually have it work…” she says. “That wasn’t what I experienced.”
“It was really nice to have just the personal touch that I feel like mConsent was able to provide.”
— Marti
The practice took a deliberate, phased approach, layering on treatment plans and recall reminders only after forms were running smoothly. That approach revealed a real integration hiccup: recall reminders via the Dentrix connection stopped going out, putting scheduling at risk for a busy practice. Rather than leaving Marti to troubleshoot alone, mConsent stepped in, monitored the issue, and checked in weekly until it was fully resolved.
“mConsent team member would call and he would check in weekly, make sure it was operating correctly,” Marti says. “I wasn’t chasing down the help. The help was always there, which is unique to mConsent, in my opinion. I haven’t seen that really anywhere else.”
With the Dentrix issue resolved, Olympia Pediatric Dentistry moved recall reminders fully onto mConsent, retiring the recall function in Dentrix altogether. The result: consistent reminders sent by phone, text, and email, and a noticeably better response from patients calling back to schedule.
“We’ve just seen a really great response from our patients calling us back to get scheduled,” Marti says. “That’s probably what has made our life easier. Before, we were calling every single patient… getting on the phone is not very easy anymore.”
For Marti, the bigger shift was less about any single feature and more about not carrying the software burden alone. “I think that’s probably my favorite part, knowing that I don’t have to be the one that understands how it all works, because you guys do. And I’m not going to be left alone.”
“100% I would recommend mConsent to other practices…”
— Marti Hold, Office Manager, Olympia Pediatric Dentistry
Olympia Pediatric Dentistry is now waiting on two upcoming additions Marti learned about through mConsent’s monthly Community Connection webinars: a patient self-service kiosk, which she’s followed since it was first previewed, and mConsent’s own in-house phone system, mPhone. “That’s going to be a great feature once I get it,” she says, referring to the kiosk and mPhone.
