Dental Tribune United Kingdom Edition

27January 21-27, 2013United Kingdom Edition Practice Management can be managed on their smartphone. At this point they can also create their dental computer records and if they wish, add their photograph. This in turn can be linked to the practice phone system so that when they call their name, picture and records open on the screen, allowing the receptionist to answer the phone with a personalised greeting. Step 2 - In response to the booking the patient receives an email, welcoming them to the practice and giving them some useful information about the practice including directions, the availability of parking, and the range of ser- vices and products offered at the practice. This can be fol- lowed up automatically with an appointment reminder by phone, text or email as per the patient’s request. Daylist Step 3 - On arrival at the prac- tice, the receptionist will have a day list which displays pa- tients’ photos. On arrival, if the patient prefers to they can use the auto check-in. They have the option to deal with a person, or to use an auto- mated touch screen system. The benefits of this are that it speeds up the check-in, free- ing–up the receptionist’s time to devote to the post assess- ment interaction in which the patient is likely to have ques- tions to ask. Step 4 - After the assessment or subsequent appointments, the system will send a ‘thank you for visiting us’ email. This will be a chance for the pa- tient to provide feedback, in a format that will meet CQC compliance requirements. It allows patients to give feed- back upon their dental expe- riences. This also allows the practice to send the patients links to information, videos and other apps that inform and educate. Step 5 - When treatment is complete another chance to provide feedback which will be managed, and with the permission of the patients these can be built into a blog/ testimonial to place on the practice website. A couple of weeks after the completion of treatment a, ‘Hope things are going well following your procedure’ email can be sent. At any time patients can opt out from the automat- ic email stream. Feedback One system that delivers all this is Welltime Patient Con- nections (www.welltime. co.uk). It is an impressive system, offering patients the option of the light touch ap- proach to customer care, which many patients appreci- ate. However, it must be said that as in all things this is not right for all patients. The bonus is that patients can se- lect the type of customer care they want. When patients choose this system because they prefer this format, they free up the recep- tionist’s time to devote to those patients that want to in- teract with people, rather than technology. DT About the author Glenys is an expe- rienced manage- ment trainer and assessor with 20 year experience of working with Gen- eral Dental Prac- titioners and their teams. In addition, she has expertise and qualifications in Counselling and Life Coaching. Her first book Dental Practice Management and Reception was published in 2006 her second book: Dental Management in Practice was published during 2012. ‘The benefits of this are that it speeds up the check-in, free- ing–up the receptionist’s time to devote to the post assessment in- teraction in which the patient is likely to have questions to ask’