Business performance driven by maximising chair-time utilisation

Dr Selina Leow, co-principal of Stanhope Dental, in Kellyville Ridge, NSW

Dr Selina Leow, co-principal of Stanhope Dental, in Kellyville Ridge, NSW

Maximising chair-time is the key driver of business success for any dental practice. The more time you have booked to treat patients, the higher your revenue and the healthier your profits. The efficient use of chair-time can increase revenue by 10 per cent and profits by as much as 30 per cent.

The biggest enemies of optimal chair-time are Failure-To-Attends (FTAs), short-notice cancellations and unbooked chair-time. So it makes sense to use industry-leading dental practice-management software and technology where possible to eliminate these from your business.

This is an approach that Dr Selina Leow and Dr Darren Calleia have taken in their practice, Stanhope Dental Centre, in Kellyville Ridge, NSW. The husband-and-wife team have been using the EXACT Dental Practice Management Software for a combined total of 33 years. “The fact that we’ve been using EXACT for so long speaks volumes for our confidence in the system,” says Selina.

They find the Automated Recall Manager with SMS reminders particularly valuable. “This feature is fantastic,” says Selina. “It’s great that the EXACT system takes care of recalls automatically. It not only sends out reminder text messages, but also filters replies so the system automatically updates appointments with confirmation notices.

“There has been a big reduction in the time our team has to spend ringing clients to remind them about appointments. With the automated recall feature, there may be only one or two clients that haven’t confirmed the day before. We used to have to ring every patient, so this is a huge time saving. We often had to use a second staff member to help call clients, when they were finished in the surgery. EXACT now takes care of the mundane tasks, so that second person can concentrate on essential work, such as the clinical aspects of their role. Stress levels are also a lot lower.”

Darren and Selina estimate their FTA rate is up to 70 per cent lower since implementing EXACT’s Automated Recall Manager with SMS feature. They add that patients are grateful for the reminders. “They say, ‘If it wasn’t for the text I wouldn’t have remembered’,” says Selina. “We have certainly received positive feedback about this feature.” Their practice also makes use of EXACT’s Short Notice Cancellation List, to rebook last-minute cancellations and keep the appointment book full.

They are very happy with the training and support that Software of Excellence provides. “One of our staff members received complimentary recall automation training recently,” says Selina. “And we’re busy arranging a time for training on the marketing module of the EXACT system too.”

“Support is great,” says Darren. “We haven’t had to call too often, as we can generally resolve most issues by the support team accessing our system remotely. So any issues get sorted quickly and easily. The team is very friendly, helpful and knowledgeable.”

Their practice is currently using the latest software release of EXACT – V12. Darren says the updates are regular and easily downloaded on the Customer Portal. He adds: “SOE shows genuine interest in our feedback as a customer and tries to incorporate that into future updates. This is particularly true of Dean Alderman one of the leads in software development.

“He and the team are always looking for ways to improve our day-to-day experience with the system. It makes a big difference to have face-to-face contact with the team, aside from any feedback we might send via email, or on the phone.”

Darren says his main focus is on maximising chair-time and anything that can improve this performance measure. The EXACT system drives results. “We have easy access to full patient records. It has fantastic integration with the radiographic software and the ability to access Specialist reports and any other related documents. Everything comes together very, very well within EXACT.”

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