Unanswered questions

We tend not to delete the unbooked appointments and just leave them in the diary.  Is this a bad move?When your staff try to use MPC or dentally reports to find all those unbooked treatments to then try and book them in and patients say they’re not interested or not ready, at what point in the client workflow / sales cycle do you delete those unbooked appointments to stop them reappearing later?  I sometime wonder if its best to leave it so it acts as a kind of visible repository of information that at some point a patient was e.g. interested in an implant consultation or high value treatment.  Once you delete it you lose all that context.On the opposite note, if you dont delete them, those same patients keep reappearing and you are at risk of recalling the same patients again and again much to their frustration or your staff. So what is best practice here and what tips do you all suggest?

Hi everyone,We are exploring a new way to discover apps and integrations that work with Dentally, and we would value your feedback.We have created a short online activity where you explore an early design and complete a few simple tasks. Your feedback will help us understand:How easily you can find relevant apps Whether the information provided supports your decisions How clear the process for requesting an app feelsThe activity takes around 10-15 minutes and works best on a desktop. You will be testing the design, not your own ability, and there are no right or wrong answers.If you would like to take part, please leave a comment below and I will follow up with the activity link.Thank you for helping us shape what comes next.

The image system highlight upper + lower 456 for bitewing radiographs. A bitewing image would normally include upper + lower 7s, so can this be changed to highlight 7s as well?

Hi Dentally Community,I’m the founder of DentalConnect, a platform designed to help dental practices fill last-minute appointment gaps.We submitted our Dentally integration partnership application almost two weeks ago and are currently awaiting review. In the meantime, I’d really appreciate any guidance on the API/sandbox access and integration process.Thank you!FabehaFounder, DentalConnect

Does anyone know how if there is a way that a deposit that has been paid via stripe can automatically be used to pay an invoice when the treatment is completed? At the moment, the balance payment that is added is automatically allocated to the invoice created following the treatment but the deposit still sits there as unallocated so the invoice is show as ‘unpaid’. The patients balance is correct but the invoice is shown as unpaid and on the ‘Invoice Timeline’ report it shows as unpaid. Thanks

Hi guys,When we have an email sent to us and it is not through Dentally, we have to obviously log it in a patient’s notes, correspondence etc. It would be good if a ‘log and email’ toggle could be selected as well as ‘log a call’ in correspondence 

Good morning everyone I’ve noticed Dentally runs quite slow these days- the animated Dentally logo is present for quite a while when opening patients. I’ve tried all of the troubleshooting tips- caches cleared, everything updated etc. but to no avail- we’ve tried it on a range of PCs older and newer.  Are other practices having the same problem and does anyone know of a fix?

Has anyone else experienced taking a payment, and then it loads and processes it to the users account but rather than getting rid of the payment box it keeps it on the screen, occasionally causing confusion as we think we just haven’t clicked record payment yet but we have and it successfully went onto the patient profile, so sometimes we end up putting a payment through twice as a result.We have very good internet, but this happens occasionally and has done for a few weeks now, is anyone else aware of this happening when taking payments, has this happened to anyone else before?

At the moment if an NHS patient books a Private appointment via the portal e.g for Private Emergency then the portal forces the patient to fill in an NHS PR form even though the appointment is a private appointment. NHS PR forms are ONLY for an NHS Course of Treatment. This is wrong functinality.

HI Team,We are VoiceFleet an AI voice receptionist. We have requested a partnership request via this form  https://www.dentally.com/en-gb/integrations/become-a-partner to gain access to the Dentally API a couple of weeks ago and haven’t received a confirmation or response. Is there a way I can confirm the request has been received? Many thanksMariano

Hi everyone 👋 Im Anke,  a Product Manager for Dentally.  I’m currently doing some research into how practices would like to handle prescriptions, and I’d really value your input.We know every practice works differently, so I’m keen to understand:How you currently create and manage prescriptions What works well for you today Where things are painful, manual, or time‑consuming What an ideal prescription workflow would look like for your practiceThis isn’t about promoting a new feature yet — it’s about listening and understanding your real‑world needs so we can make better decisions moving forward.If you’re happy to share your experience (even briefly), please comment below. Specific examples are especially helpful.Thanks so much for helping us shape what comes next

Hi everyone,I'm interested to hear how other Community Dental Services are managing the revised NHS England CDS Waiting List Data Collection requirements within Dentally.The guidance now requires services to accurately record and report patient pathways from referral through to first definitive treatment, including:Clock starts from receipt of referral Assessment and preparation appointments First definitive treatment (clock stop) Active monitoring Continuing care patients Missed appointment scenarios and clinical review outcomesOne area we're particularly looking at is how to manage patients who enter active monitoring or are brought back on recall pathways, ensuring they are recorded correctly and can be reported against the NHS England guidance.I'd be grateful to hear from other CDS providers:How are you recording active monitoring patients in Dentally? Have you created dedicated waiting lists, patient tags, appointment types or custom workflows? How are you distinguishing between t

I did email  dentallypartnerships@henryscheinone.com a month a go but I haven’t had any reply, so I thought I would ask here:We are looking at creating a small internal monthly report to help us understand treatment plan activity.We would like to report, by dentist:• the number and value of treatment plans created each month;• how many subsequently result in treatment being booked or started;• how much of the proposed treatment is eventually completed; and• the time between creating a plan and treatment beginning.I can see that the v1 API documentation includes treatment_plans, treatment_plan_items and treatment_appointments, which appear to contain the information we need. The current NexGen documentation does not seem to include equivalent treatment-plan endpoints.Could you please confirm:1. Whether we can obtain practice-owned, read-only v1 API access for this purpose.2. Whether the required treatment and practitioner/user read permissions can be provided.3. Whether v1 will continue

Hi Dentally, I’m reaching out to ask whether you offer any support or guidance for tracking bookings related to Google Ads campaigns. It is essential for our marketing to have accurate data on the effectiveness of our ads and patient booking numbers through our Dentally booking system. Without this data, it’s challenging to optimise our campaigns effectively and ensure a strong return on investment. Google Ads tracking is normally set up through Google Tag Manager and GA4, however, it doesn’t look like you currently have those available as integrations. Is this something you are going to be offering soon? In the meantime, is there an alternative method for setting up Google Ads conversion tracking that you could provide a step-by-step guide for, or help us implement? Lastly, I can see that we have a Tag Manager added to our Dentally booking system. Please could you let me know how that’s possible, given that Tag Manager is not currently available as an integration? Thank you,TwentyOneD

Does owandy intraoral phosphorus plate scanner works with dentally vision?

Hi, While probing the sandbox we found that GET /v1/deleted_items responds 200 and returns a paginated "deleted_items" collection — but it isn't in the public API reference. Could you clarify:- Is it officially supported, and safe to build on?- Which resource types can appear in it?- Is there a date filter (for example updated_after) so it can be polled incrementally?- Does an API key need a specific permission to read it? Thanks

Hi,We're running a sync against the Dentally API and hit a problem we'd like your advice on.We were authenticating with a personal access token. The user that token belonged to was deleted, and our sync stopped working.We looked at using application tokens instead, but /oauth/token/info shows a user_id, so those appear to be tied to a specific user as well.Two questions:If the user who authorised an application is deleted, is that application token also invalidated? Is there a way to authenticate that isn't tied to an individual user, so the sync doesn't break when someone leaves the practice?Thanks

on patient details where can we add access needs for a patient who has special needs or assistance needs? It would be helpful if this was a field on details and subsequently was highlighted on the top bar.  

NHS regulations is Wales say an active patient is one seen in the last 3 years. It would be useful to have a feature to submit a bulk archive request for patients who haven’t been seen for a set period. 

Hey,Is there anyway that when you send a patient appointment confirmations or reminders, if it can remind them of all their appointments not just one if they have multiple booked?Sometimes patients will call up asking to book another appointment in later down the line while already having one booked in and when I go to send them the confirmation email or reminder it will only send one appointment (which is not the new appointment booked) and not both. Is there anyway this can be amended as it would be a great help especially if you have just booked in imps bite try and fit appointments? Thanks! 

Hi We have been reviewing the recalls from the last few years and it looks like dentally has had hundreds of patients who have not been put in a recall work flow so been marked as unprocessed. As you can expect I am not happy to see this. We have not changed anything on the settings. Any ideas about how we can sort this? I would like to get them to be placed in the current recall work flow so they can be reprocessed and have new recalls generated automatically. I would dread having to do this manually.Has this happened to anyone else? Any suggestions? Thanks in advance 

Has there been any known issues with the patient portal this week?  We have had several patients who have been able to access the portal but when clicking on medical history/FP17 forms they will not open.  Our Dental Nurse manager tried from a couple of the patient phones too and she could not open the forms.

Hi team, We have the Dashboard where we can see a forecast of our practitioner utilisation (commonly referred to as CTU or chair time utilisation), which is really helpful for practice management.However, to my knowledge, there is nothing to review historical CTU which is a major gap for practice management. Or if I am missing where it is already there, please point it out to me on Dentally as it would be really helpful.One of the key metrics for any business is productivity of resources, and CTU is a key element of practice productivity. I have heard that your add-on software lets you access this, however I think its a huge gap that Dentally does not let you report on historical CTU as a very basic metric for practice performance. Also not to mention, I am aware from some peers that several competitor software platforms do offer this in the standard offering. It should be a standard metric given in the software - The data is already available through the calendar (available hours), an

Hi Dentally Team, I hope you’re well I’m Ahmad co-founder of Clero, an AI Receptionist for dental practices. We have requested access through this form a few months ago https://www.dentally.com/en-gb/integrations/become-a-partner, and I’ve resubmitted again today since we didn’t hear back the first time.Do you know when we can hear back to become official partners? Many thanks,Ahmad Abdelaal

There has been an ‘update’ wherein any custom pricing schedules saved in treatment plan templates now reverts to base pricing for a given item number. The result of this is that if you’re applying a treatment plan template with specific pricing you have to go through every single appointment and individually alter the price to match what that treatment plan was designed to represent. Which kind of renders the treatment plan template feature pointless, or at the very least needlessly time consuming. My understanding is that users were apparently forgetting that they’d set custom pricing in particular treatment plan templates and mis-quoted/-charged patients as a result or something. Which seems like a user error rather than a reason to essentially eviscerate the usability of an otherwise excellent feature.Is there a way that we can reintroduce the ability for treatment plan templates to remember custom pricing please? Surely we can’t be the only ones who have a problem with this change.