Now, having used EXACT V11 for 12 months, Dentists of Tasmania’s managing director and business co-owner, Geraldine Camilleri, couldn’t be happier.
“Our recall rate has increased, and is still increasing. Previously, we mailed or called patients about their recalls with little conversion—this was labour and cost-intensive. Removing this inefficient way of working has been huge for us.”
She is impressed with the way EasyPost and SMS Recalls work to provide a multi-faceted approach. “If patients don’t respond to a text, they get an email; if they don’t respond to that, they get a letter.”
“It’s incredibly effective and saves time because the patient response is handled by the system. It also reduces human error, as the data is automatically entered into the system. At the end of the day this means our receptionists can dedicate time to being more helpful and providing great customer service.”
Dentists of Tasmania are also seeing a significant reduction in unfilled slots using EXACT V11. Failures to attend (FTAs) are minimised because patients have the flexibility to do their own online bookings. This, along with the automatic short notice list function means valuable spaces aren’t wasted. “The short notice list is extremely useful in filling spaces whilst being able to use patient preferences and the timeslots available to them.”
From a practice manager perspective, the use of EXACT V11 gives Geraldine an increased ability to follow up on cancelled appointments. “We have a policy of rebooking cancelled patients within 24 hours. With EXACT V11 I can go in and clearly see a list of cancellations, and if they have or have not yet been rebooked. I can then follow up as necessary. This helps us to retain our existing patients very efficiently.”
The ability for patients to book online at any time that suits them was another important consideration for Geraldine in making the switch to EXACT V11. “Our patients are busy people. I want to ensure we do everything we can to make life easier for them.”
This function has seen glowing patient feedback for the practice. “We pride ourselves on our customer service. Using SMS Recalls & Replies and the Online Booking module in EXACT V11 we’re essentially a 24-hour reception. It’s brilliant.”
Initially, Geraldine was concerned that switching software providers would be too hard. “I was the one who needed convincing, as IT transitions can be painful—but this wasn’t painful at all thanks to the great support team at Software of Excellence who made it a seamless transition”, she says.
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