The Challenge Begins
Having completed the change of ownership of the practice, we were excited to begin our journey on the Customer Success Programme. The team is ambitious, eager to learn and want to take on more, which is great as the practice has masses of potential.

We rebranded the practice, including having a new website, and freshened up the exterior. To improve our communications, every patient seen is asked for email address and mobile numbers so contact records can be updated. Reception makes sure patients are asked to book their appointment before leaving and this strategy has meant we are able to re-book between 70-75% of patients, which was higher than we thought we could manage.

Changing our Workflow Habits
The reception team worked very hard to change their habits and work from the workflow tab on the reception screen in EXACT. This had a definite impact on the number of bookings made and emails collected. So much so that the team became obsessed with collecting mobile numbers and email addresses, which was great as we gathered more and more data. We also made a real effort to reduce white space in the diary and the team was encouraged to add patients who are booked in for treatment to the short notice list.

Branding and Building
My associate Renata and I are now incredibly busy after the setting up of recall automation. We currently don’t need to advertise for new patients due to our own patients returning, although this is of course something we will consider in the future.

Our new branding was essential to appeal to new patients when we acquired the practice, but by keeping the same practice name, we hopefully have kept our loyal patients on board. Our new logo is a design of the building and, over the next 12 months, we plan to decorate and make improvements to the exterior and interior aesthetics.

Taking a practice from Good to Great with the Customer Success Programme requires a lot of focus and dedication and the co-operation of the whole team. Using the software tools within EXACT, we have been able to generate revenue, which has given us the time and confidence to build.