5 Sep 2010

Reports/Case studies

Profitable eBusiness - Dental Practice uses text messages to remind patients of appointments - Case Study
Written by Christine Bolton (8 Aug 2005)
Profitable eBusiness - Dental Practice uses text messages to remind patients of appointments

Oak Lodge Dental Practice was established in 1988 in the village of Liphook, Hampshire.

 

Owned and run by principal dentist Philip Bolton and myself (Christine Bolton). In addition, there is one associate, four hygienists, two patient co-ordinators and two nurses.

 

The philosophy of the practice is to provide exceptional private dentistry in a modern, caring environment. Investing in and developing the practice is a constant theme at Oak Lodge, and the entire team are dedicated to enhancing the quality of the patient journey. Recently Oak Lodge has concentrated on two fields of investment, one of which is technology. 

 

We have always utilised the benefits of technology, having already incorporated digital x-ray, intra-oral cameras and a computerised system into the practice. In addition, the practice is now paperless, having implemented a project plan 12 months ago to make full use of our EXACT software to store patient records and other information electronically.
 
The most recent aspect of technology to be incorporated has really taken Oak Lodge to the another level in terms of service to our 3,500 patients.  Several months ago, we installed Broadband with the help of a Hampshire Broadband Programme Grant.
 
With Broadband installed, we approached TXTconnexions (http://www.txtconnexions.com) to install a text message appointment reminder system.
 
Nicholas from TXTconnexions made the whole process child’s play.  Having dialled into their system, he set everything up in EXACT (including the template messages), and then gave staff a tutorial via a conference call. 

We now offer text message reminders for all appointments, not just routine examinations.
 
Reminders are sent out automatically to both mobile phone numbers and landlines.  The practice receives a report to alert us of any patients that have failed to receive their reminder.
 
Text message appointment reminders are proving to be a roaring success:
• Enhanced service for their patients - patients love them!
• Reducing Did Not Appear (DNAs!)
• Time and cost savings from sending fewer paper reminders
• Doing our bit for the environment
 
We would thoroughly recommend Nicholas and the team at TXTconnexions to any practice that wants to both reduce DNAs and the drudgery of paper reminders.
 
Their telephone number is 0700 598 1380.
 
Another technological advance that we have made in the past year is to launch our website, http://www.oaklodgedental.co.uk.
 
This website aims to be informative and interesting and provides a real overview of the practice for prospective and existing patients. Installing Broadband also enables online ordering with The Dental Directory and other companies, which often results in a discount as well as saving money.
 
It also saves a considerable amount of time when compared to traditional methods of ordering. These technological advances have been a real success both in terms of providing an up-to-date service for patients and also providing time and cost benefits to the practice.
 
For example, the cost of sending text message reminders is 10p per text, which compares very favourably to the total cost of sending postal reminders which is approximately 95p, including stationery, printing, time and postage.
 
On behalf of the team at Oak Lodge, I would like to thank the Hampshire Broadband team for the grant that we received last year.
 
Christine Bolton Practice Manager

http://www.oaklodgedental.co.uk