Practice Management

We went live with our online booking some 6 weeks ago.On average we’re getting only 3-4 online bookings a week despite having the portal link in all our recall emails and reminder emails and mainly from existing NHS patients.  More importantly, we’re seeing a large number of these patients making multiple bookings and failing to turn up for any of the appointments.  Why does the portal allow users to book more than one of the same appointment without warning them to either cancel or rescedule an appointment? There is no feature to switch off online booking for persisten offenders, only an option to prevent further appointments in general (in the patient’s details tab) which is not the same thing as I might be happy for them to call and my staff book them inWhat is the solution here because I can see this becoming an issue as not only are we seeing wasted appointment slots but multiple text msgs which just add up?

Hi guys,  I’ve been told theres a feature to add the reason why a patient has refused their treatment plan, e.g cost, finance failed etc.  Does anyone know how I go about setting this up? If not is it a feature that could be added it would help with KPI  Thanks

We recently migrated to Dentally and although there is many features that are fantastic 😁. There are some things I am missing from SOE 😶The biggest example is an invoice generated for Zero fee treatments. As there is no option to charge £0 on treatment plans, we cannot create an invoice. Why?We have capitation plans and pay our Clinicians a set fee for Examinations. We also pay our hygienists a set fee for patients seen under capitation plans. If these automatically generate an invoice even with a 0 balance they can then be found on the Income breakdown as a lovely total of that treatment code seen. In a format I can print/save. I am aware I can run a practioner activity report and add lots of filters but this gives me pages of information - since it shows every individual patient, when all I need is a sum figure of the code we use for these capitation exams. So if there is any other suggestions or can add this feature in it would be fantastic 😁    

I would be great if there was an option to send short notice lists via email rather than sms, also options to select what days/times appointment the pt would like to be notified for!

When corresponding with patient’s, it would be nice to be able to refer to them not just by name but with (he or she). The option of which pronoun they prefer could be included within the medical history or elsewhere within the program.Kindly let us know if this has or will be addressed.

Hi all, just wondering if you have a practice plan and how you pay your associates in regard to this? We are having to create a penny payment and then charge an invoice through as a penny - very confusing. Thank you :)

I’m trying to create a separate waiting list in Dentally for patients who have failed to attend, as I do not want them mixed in with our regular short-notice list.The aim is to keep these patients on a separate list so they can only be offered appointments that become available at short notice, while keeping our main short-notice list for patients with a good attendance record.Is there a way to create a custom waiting list for this purpose in Dentally? If so, could someone point me towards the correct setup or permissions required?

Am i missing a trick with zoning? for example our hygiene clinics are every 30 mins, is there an easier way of zoning this than having to create separate 30 mins zones? is there an option to set up a zone and make the slots occur every 30 mins between a set of times easily?

Hi all - I'm Luke, a product designer working with the Dentally team. We're building something we know a lot of NHS practices have been after: clear reporting on how you're tracking against your NHS contract. Where you are against your ACV/UDA target, how individual clinicians are performing, and where the gaps are - without having to piece it together yourself.We’re focused on Wales at the moment, but keen to hear from NHS practices from any region.Who I'm looking forPractice managers and clinicians/associates who deal with NHS contract performance day to day. You don't need to be a Dentally expert or have any technical knowledge - if you've ever had to work out whether the practice is on track, or had that conversation about an associate's numbers, you're exactly who I want to hear from.I'm keen to hear from both sides, because what a practice manager needs to see and what an associate needs to see aren't always the same thing.What's involvedA short, informal video call - 30 to 45 mi

HiDo Dentaly have any plans to improve the Xero integration?If a site is a single practice it works really well but multi sites who have seperate bank accounts for each practice, it doesnt work for as Dentally sends one massive invoice for the whole business to Xero. Would be nice to have better integration including xero’s invoicing system Tom 

 ​@Hebe Lowen HiCan I pls make some suggestions for improvement to the Dentally email screen - is it best listed here or on a fresh thread? Can we have the ability to pin emails please which are important and need to be worked on otherwise they fall down the list as new emails come in and get forgotten  Can we have the ability to assign emails as tasks to team members to action? Please introduce spell check and grammar check options into emails before we send them Let’s have the ability to have a list of emails without showing the one line content on the screen, and have a view like Gmail or Outlook where you can preview the message in the lower pane of the screen and toggle on the upper part of the screen with the keyboard up and down arrow to reach emails. Can we have the ability to view or filter messages which were manually sent by a staff member to a patient for important matters compared with hundreds of automatic emails sent out.  It makes it extremely difficult if not impossibl

Hey everyone! Did you know we’ve recently introduced some exciting updates to make Personal treatment plan templates even more customisable? Now, they’ll retain details like custom pricing, clinical notes, and appointment specifics, all tailored to your exact needs! We’d love to hear how you’ve been using these templates to streamline your charting process. Are there any features you’d like to see added? Let us know how you’re making the most of this update or if you have any ideas for future improvements! 👇 Head over to the blog for more details on the update.

Hi team,We use the deposit feature regularly to discourage patients from cancelling on short notice/FTA and it is really helpful in keeping our utilisation up.There are a couple of things that would really help with making this feature more effective:1)A way for reception to follow up on unpaid deposit links sent out. There is currently no way to check which deposit links remain unpaid. The “send payment link” option has a generic message. We would like to update this with a template with additional text (to avoid manually typing it each time). However, if we try to set up an SMS template, the “ [payment_request_link]” for that deposit amount is not a tag available, ie we can’t link in that specific deposit amount, just the patient’s whole account (which wouldn’t work anyway as deposits are not listed as an invoice)… Could you look into making these enhancements to make taking and following up deposits more efficient?

HiCould I please request improvements to the following: Lab related featursLab work received - nice feature but the green lab bottle does not appear on the calendar in some circumstances.  I’ve played around with it and whilst it appears for patients who are booked in and have no long preferred name, I’m finding that where the name is long or we have additional comments in the preferred name and we want to set a short appointment time of 5-10 min, the green bottle will not display.  The only way I can make it display is by increasing the appointment duration to 20 min which we dont need that long.  I am able to book some 15 min appointments but only where the patient name is short.  Perhaps text wrapping or something is preventing the lab icon from appearing A logical extension to the lab work received is to have the ability to write somewhere which lab we have sent the work to (if we use and have several different labs).  Yes I know we can write it in the yellow sticky or in the chart

cannot delete clinical notes now since  last Thursday changes. Is any one else having this error even with level 4 permissions

It would be great if we could send the same message to a group on Dentally Chat in the way one might do on WhatsApp and the like. For example, if this was a feature we could send a message to all dentists, all nurses, all staff etc. like a bulletin.  

The appointment history view would benefit from clearer, more detailed insight. While the summary bar showing the number of failed and cancelled appointments is helpful, the type of cancellation is just as important.Being able to see, at a glance, whether cancellations were, for example: on the day, without the required notice, with sufficient notice etc.would significantly improve clinical and reception decision-making.Colour coding cancellation reasons (for example, on-the-day, late notice, sufficient notice) would make patterns immediately visible and allow teams to apply appointment policies consistently and fairly.This would be a simple but high-impact improvement for managing diary efficiency and patient behaviour.

please someone tell me that this is possible to doi want a report of debtors by clinician that raised the invoice and therefore has outstanding monieswe share quite a few patient treatments eg general with a dentist, ortho with another, implants with another.please tell me this is possible as i want to hand a list to each clinician and i have tried multiple reports and the help option and cant find a way 

Hi team,We have noticed some significant gaps/issues with using Treatment Plan reporting effectively.1) Our clinical team has flagged that when treatments are marked as “complete”, they disappear into the “history” and its really clunky/difficult to see clearly what their previous treatment was, as you have to trawl through many lines to find it. It should be accessibile much more quickly than that. Happy to ask the team for some suggestions but there must be a better way to do this? As a result, because it is so clunky to use, our team have been choosing not to mark treatments as ‘complete’, as they will be unable to find them easily - causing our Treatment Planning reporting to be completely ineffective (as the data is incorrect)There needs to be a way in treatment plans/treatment plan reporting to record treatment plans that have “Expired” (eg its been more than 6 mths, prices have changed/treatment needed may have changed due to the time lapse), and also a flag for treatment plans

Description: We’d like the calendar to automatically show only practitioners scheduled to work on the selected day.Currently, this requires manual selection via the eye icon, which must be updated daily as clinician availability changes.This feature would:Save time for reception teams Reduce manual errors Provide a clearer daily viewEspecially useful for practices with frequently changing clinician schedules.

Please dentally! Practice owner is wondering why our old PMS system built on windows 95 platform has better financial reporting than dentallyGST report that is actually functional Lab Reporting - there is none only lab trackingAnnual Financial reports that allow for month by month production, income, discounts, writeoffs, per practitioner

I think this has been requested before. Im looking for a report that pulls diary utilisation for a month in arrears. That only displays hours available. A great report snapshot in SOE to reference to is monthly analysis 👌 where I could see FTAs, Diary % Utilisation & hourly rate per clinician in one report. Currently in dentally I cant pull some of these figures or im having to run reports individually per clinician, very time consuming. Happy to be contacted if more context is needed. Thanks, Laura 

Hi All,Using dentally since July 2025. In previous PMS we were able to do financial reports for a whole year that gave month by month totals for each practitioner and do on spreadsheet. I realise that one can print a month report for production etc in dentally but is there anyway to do a financial year by month? If there is not this is yet another issue with dentally financial reporting...no decent GST reporting either.

I request that the product design team add a feature within Kiosk/Concierge. We implemented Kiosk last week following the product launch, but so far it does not seem to have the desired effect.As patients do not always fill out their forms online, the system does not decrease the reception workload; it simply adds another step to the check-in process because patients report to reception immediately afterward to complete their forms.Here are a few practical suggestions: Integrated Forms: Add an option to make forms a part of the kiosk experience. This will ensure there is no duplication of work. Directional Messaging: Alternatively, add the option to set up a message following the concierge flow. Currently, attempting to do forms already checks patients in, thereby bypassing the whole purpose of a Kiosk. A configurable "Welcome" or direction message would allow the practice to direct patients to complete their forms. Payments: If there is a provision for us to take payments during c

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