irwinSolutions

Client Overview

Elizabeth Plaza Dental

•	established Dental Practice in North Sydney
•	services patients living & working in area

Challenge:
To ensure quality care is provided to its patients, EPD performs recalls on a monthly basis.

This no easy task thanks to the large volume of contacts involved. Some of the problems faced include:

Low response rates from recall letters

Time required to contact patients

Inability to reach them during business hours

Our Involvement

Working with Kelly McDonald, the Practice Manager, irwinSolutions implemented a Patient Recall process for the dental surgery.

This involved:

•	customising reports from their Patient Management System to generate the required data for SMS messaging
•	setting up messageSMART to mail-merge data from their report for SMS dispatch
•	routing SMS replies to a pre-specified email address

swiftNOTE was also set up to allow for Appointment Reminders and 'special needs' reminders (e.g. please take your antibiotics before attending appointment) to be sent directly from MS Outlook.

Value Delivered

To the Surgery:
- higher response rates to recalls
- reduced FTAs
- better patient service
- reduced outbound phone calls

To their Patients:
- better service
- convenience (having appt details on mobile)

To speak with someone about our work with EPD, please call 1300 88 84 88

Each month, I identify which patients need their six-monthly check-up recall. I message 150 people at a time and hear back from about 30% in the next half hour and another 20% over the next few days.”

(Kelly McDonald, Practice Manager - Elizabeth Plaza Dental)