Located in a leafy lane just off Exeter city centre, Barnfield Dental Studio is an award-winning mixed dental practice, co-owned by a husband-and-wife team of dentists. Follow Dalene Theunissen and husband Ruan Kriel’s journey as they make the switch to Software of Excellence and begin their journey from Good to Great.

MONTH-TO-MONTH TIMELINE

79.4%
CHAIR-TIME UTILISATION

5.1%
FTA RATE


86.8%
CHAIR-TIME UTILISATION

43%
REDUCTION IN UN-BOOKED TIME

46%
DEBT REDUCTION


37
NEW PATIENTS

87.4%
WORKFLOW COMPLIANCE

4.6%
FTA RATE


21%
INCREASE IN PRIVATE REVENUE

3.2%
FTA RATE

33%
DEBT REDUCTION


2.6%
FTA RATE

85
NEW PATIENTS

14%
REDUCTION IN UN-BOOKED TIME


24%
DECREASE IN SNCS

74%
REDUCTION IN UN-BOOKED TIME

15%
INCREASE IN UTILISATION


91%
WORKFLOW COMPLIANCE

All
KPIs IMPROVED

15%
INCREASE IN BILLABLE HOURS


3×5*
GOOGLE REVIEWS

Record
CHAIR-TIME UTILISATION

3.1%
UN-BOOKED TIME


86%
INCREASE IN PRIVATE REVENUE

35%
INCREASE IN RECALL EFFECTIVENESS


91.4%
CHAIR-TIME UTILISATION

2.6%
UN-BOOKED TIME

2.2%
FTA RATE


91.1%
WORKFLOW COMPLIANCE

3.5%
SHORT NOTICE CANCELLATIONS

18%
INCREASE IN AVERAGE HOURLY EARNINGS


86%
INCREASE IN PRIVATE REVENUE

91.4%
CHAIR-TIME UTILISATION

2.2%
FTA RATE


The challenge begins
On starting our journey, we were excited to move to an automated system for recalls and reminders, which included an online booking option for patients. As a small practice we needed a cost-effective system to go paperless and the fantastic SoE consultant showed us the way. We had no issues with transferring our data from our old system to EXACT.

Early on we were introduced to MyPractice Cloud, an amazing feature that gives a quick overview of all the major issues you want to look at, such as hourly rates, predicted takings for the week, FTAs, patient distribution, chair time utilisation and any issues with NHS courses of treatment.

Fine tuning
A few months into our transition and the staff had the hang of the new system and we saw an increase in private revenue and a reduction in debt and FTAs – all great signs! The reception team was enthusiastic as they saw the benefits of the new software and they loved being able to email or text a patient directly from the patient’s file, with improved communications and a ‘digital paper trail’.

Our first marketing campaign
Once we were familiar with the system it was time to start to do some proactive marketing and I was excited to use Campaign+ which is an extremely easy and cost-effective way to personalise our marketing and increase awareness amongst patients. Our tooth whitening campaign had fantastic results with 39 tooth whitening appointments, all booked directly from our email campaign.

Hitting targets
We also knew how important it was to track our UDAs against targets and delegated more responsibility to the clinicians to maintain their own NHS lists. This paid dividends and we ended the NHS financial year on the best-ever terms. By doing this we freed up a lot of time to concentrate on increasing private revenue and improving the patients’ experience.

Recommendations
I believe a big upturn in new patient numbers is being helped by Online Reputation Manager and word of mouth recommendations. Within two days of setting up automatic reviews with Online Reputation Manager we received three 5* Google reviews – how marvellous! And even better, we don’t have to do anything, and our patients only receive a request for a review once a year.

All in all
Patients are now motivated to book exams in advance since we have such a good automatic recall system in place. The short-notice cancellation function is a dream, we love it! Reception just click on an open slot in the diary and send a text out to all suitable patients for the allocated slot. The first patient to reply to the text by saying ‘book’ is automatically booked in with a text confirmation.

Moving to EXACT has been the biggest and best change we have made to the practice in the last few years and I am delighted with the improvement in our performance.