Patient Experience

So we have SMSs and Emails that bounce...for various reasons. We either resend or work out whats wrong and use another form of communication to get the right details…but then they get archived(and theres no reporting on who’s archived what)….and the problem goes away...or does it!If the patient doesn't get back to us - we try and task(habit being built!) to follow up again but that doesn't always workI’m thinking of some sort of bounced inbox for SMS and Emails, that we can work on and mark completed once we’ve got their details and the sms or email has gone through successfully(or it could figure it out automatically! :)) ...so it doesn't clog the main inbox but we don't lose sight in archived section.

Hi everyone! We’re developing the ability to send SMS and emails when an appointment is booked in the calendar, so you no longer need to send confirmations manually after booking an appointment. If you’d like early access we’re looking for beta testers to try the feature and provide feedback. Drop a comment below if you’d like to join, and we’ll get in touch with next steps!

Since moving from SOE we have found some options that we used a lot not available.One is the templates that we could create to use when making notes as a pop up for staff to read. It would be useful if this could be available on Dentally

Is there a way that a tab can be added to the patients Details screen for when you send out Recall Reminders, and the patient responds with “Remove Me - I dont want to be Contacted regarding this” The way it is removed at the moment works, however then that patient shows on the Find patients unassigned to an automated recall workflow reportPatients can get a little angry when you contact them if they have requested not to be contacted.  

Hi im having issues with my patients completing their MH via the link, however it only collects half the information which means when they arrive we still have to give them one to complete to have their details such as address, acquisition source, all of that, it just doubles up. Is there a way we can just use our own medical history and send to patients?

We are finding that sometimes whilst patients are actively using the concierge app to complete forms, a message comes up asking if they are still there, even though they are actively typing? Can the timing of the message be extended to only come up if the form is left idol for a long period?

When patients have 2 consecutive appointments in one day, they are receiving 2 txt messages. The second text has on the later apt time and numerous patients see that and ignore the first one. There needs to be an automation to ensure that patients with consecutive apts only recieve one sms. It is costing us more in txts and in missed chair time. Does anyone have a solution for this?

Is there any submission/progress for existing patients to use the online booking portal for booking outstanding treatment? 

“When patients complete their medical history on the tablet (Concierge mode), they currently need to confirm each question individually before signing. This can feel repetitive, especially when their previous answers are already pre‑populated.It would be helpful to add a Review and Confirm option on the tablet. Patients could quickly review their existing medical history and confirm that nothing has changed, without needing to confirm every question again. This would make the tablet check‑in process quicker while still allowing them to update anything if needed.”This keeps the current review feature but adds a faster confirmation workflow for returning patients.

Is there a feature were appointment confirmation can be automatically  sent once booked in diary

It would be extremely beneficial to have the option to create questionnaire links to send to patients via the portal for pre appointment screening etc rather than being so manual for them

​@Saymon ​@Hebe Lowen  Hello, As stated on the dentally help pages https://help.dentally.com/en/articles/3563775-dentally-ipad Dentally are looking at reiring the ipad app. Does Dentally have any plans to mirror the appt book listing for each day within the concierge app. Can be a bit cumbersome having to get pts to confirm its them when doing their forms. We tend to initiate for them and pass it over to fill in.  Also, is there a way of stopping concierge from checking pts in. We do that on our kiosk or manually once forms complete.  

We’re using an I-pad and a touchscreen Chrome book for Concierge in our practice. We have used a Chromebook as a tablet as it is compatible. Unfortunately, when filling out the date of birth, they have to  use the full keyboard to input the ‘/’ in-between the numbers for the date, which the I-pad does automatically. I understand this is not a setting Dentally can change, but was wondering if there is an easier way to find the patients to sign them in. A way that doesn’t involve typing in their date of birth. This is easier for our elderly patients who find touchscreen keyboards tricky, and can just maybe select buttons instead (which happens after).  

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?

is there a way to set up automatic emails to patients (both private and NHS) a day or so before their appointment to update their medical history without having to send them all separately or have them fill in the form when they arrive on the tablet which takes at least a good few minutes 

is there a toggle/ message/ pre made message we could send automatically for patients to leave us a review after their appointment? 

Can dentally be linked and integrate with VOIP phones? This would hopefully allow caller ID to be displayed, ie when Mr Daniel Smith calls the practice, with his patient file already in Dentally, his name would pop up on the display to give a personal touch.VOIP also can allow a phone transcript to be created and so when Daniel Smith calls, a text file would get saved under the correspondence tab in dentally when the call took place and the details.Is this possible, easily done?  

If we had a data tag that pulls from the patients Dentist Recall, we could tailor automated texts to include the data tag which would read something like “Dear Patient, This is a reminder you are due a dental examination on or around *[patient_next_dentist_recall]…… etc etc.It could be pulled from two locations in dentally, via either Patient Details-->Next Dentist Recall where it shows the date chosen but this is a dropdown that can be changed, OR from Patient Recalls→Due where it shows the date chosen under where it says DueLittle additions like this would be fantastic for customisation for automation. EDIT: Referencing a specific date in a text like this works better because a patient can know exactly when they are/were due depending on when they read this communication from us (as long as the dentists set up recalls correctly!)

Hi, For the instances where patients have two appointments on one day (i.e. Exam and Hygiene), would it be possible for there to be one SMS sent, and if they reply ‘Yes’ for confirming, that it applies to both appointments?Patients are commenting often that they receive too many reminders, and most of the time this stems from when they have two appointments on the same day. They also will not reply ‘Yes’ to both messages so our receptionist are having to see that they’ve confirmed one and manually changing the other. Many thanks in advance for your consideration. Fran

Good afternoon everyone.Could I make a request that the automated correspondence that uses the first name field for patients be changed so that it uses the preferred name instead?We have several patients (as I’m sure most practices do!) who either use their middle name routinely and some who use a completely different name, although they may not have officially changed it. Some of these patients then get offended when they suddenly receive a text in their “dead name”, especially as I’ve edited all our templates to uses the preferred name option.Thank you

Could we have the option to use the full name for the days of the week and month?At the moment its, Mon 2 Jan at 10:00AM - doesn’t look professional. Could someone look into this and change it or have the option to use the full names likes, Monday 2nd January at 10:00am. Thank you! :)

Any pointers on creating visually appealing html email templates in Dentally? I’ve tried pasting in some basic html email templates but the styling gets thrown out when I toggle between code view and the visual editor. 

Instead of the small symbols by the patients name, would it be possible to have the appt change colour in accordance to their status. to better manage and see when people are late or havent been checked in.Some recent technical issues have caused appts to be missed and patients having to reschedule. 

Are there plans to add a patient field for pronunciation? We would like to improve customer service by using their name correctly, and we could put this in the regular name fields in brackets but we do not want this to pop up in any letters or emails accidentally.  

Hi everyone,Does anyone know of a way of adding the pts dental chart with treatment plan to the top of the estimate as part of the template?  This has always been a great visual aid for patients and its a shame I cant seem to get it on the estimates since joining Dentally. Many thanksSimon