Practice efficiency

28 June 2013
Volume 29 · Issue 6

How the latest practice management software can improve the patient experience.

Oak Lodge Dental Practice, in Hampshire, is a successful family-run private practice that prides itself on offering high quality, modern dental treatments to patients in the Liphook area. In 2012, Oak Lodge upgraded to Exact v11 and has since seen an improvement in practice efficiency in a number of key areas.

The innovations and features within the software are designed to optimise practice efficiency and streamline administrative duties, improving business outcomes and enhancing patients’ experience. Principal dentist, Philip Bolton and practice manager, Christine Bolton, share their experiences of the new software.

Philip comments; “Exact v11 combines business tools with clinical innovations. This helps me both as a dentist and a business man, which are the two important aspects of running a successful modern-day practice.”

 

Recalls

Recall Manager II is a new function that identifies patients due for recall according to criteria defined by the practice. The software automatically generates and sends recall messages on a daily basis via email or text, thereby prompting patients to make an appointment.

Practice manager, Christine is a great fan; “Personally this is my favourite feature, it gives me peace of mind that patients aren’t ‘slipping through the net’. We want to do everything we can to make it as easy as possible for existing patients to attend regularly as it is only by keeping routine appointments that we can help them maintain good levels of oral health.”

The feature has helped the practice reduce FTAs (failure to attend) and by using short notice lists, they are now making best use of all available surgery time. The system works by replacing any patient who cancels an appointment following recall with someone on the short notice list. This list contains details of those patients who have indicated that they are available for a short notice appointment, should one become available.

 

Appointment booking

Oak Lodge has also linked Recall Manager II to online booking. Patients who receive a recall are prompted to access an online booking facility, detailing available appointments with their own clinician. The patient simply selects the desired appointment and the software automatically makes the reservation, updating the calendar in Exact.

Philip believes this is the future of booking routine appointments, he comments; “It is the 21st century and we have found that online booking has definitely helped improve our recall process by meeting the demands of patients who find the system very convenient. This tool has also improved our ability to capture initial enquiries from patients browsing our website. We placed a prominent ‘book now’ button linked to the online booking engine on our home page. This provides a clear call-to-action for new patients and encourages them to make appointment immediately, without the constraints of practice opening hours.”

Configuration options allow Christine to control the times and days offered to new patients, ensuring clinical time is fully and effectively utilised and means the practice stays in control of the process.

 

Extras

Philip is impressed by the new version of Exact, not only the direct benefits to practice management but on the extra benefit it provides - time. “I can concentrate on carrying out treatment, whilst my practice management team deliver great service levels to patients. Our patients travel smoothly through the practice and benefit from the fact that we all have more time to spend with them without the distraction of the necessary but mundane tasks that every practice needs to complete.”

Thanks to Exact v11 Christine is now able to devote more time to other important practice management responsibilities and this has had a positive impact on her day-to-day role. She explains; “I have been able to take a step back from the front desk work and spend more time dealing with our CQC and HTM 01-05 obligations. I can concentrate on these tasks safe in the knowledge that patient recalls and the appointment booking process are being well managed.”