Questions & Feature Requests

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.

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?

Hi everyone, I wanted to get your thoughts and potentially feed back to the Dentally team some issues our patients have experienced with our Online Portal.This does not happen with every patient but I have received a few complaints of “going round in circles” when it comes to verifying/logging in to the online portal?The complaint seems to surround two verifications needed (SMS & Email) and struggling to reset their password if forgotten, and when they do use both of these methods to verify themselves they seem to end up right where they started.Has anyone else experienced these issues/received a similar complaint from their patients?Also does anyone know the best way to guide the patient when issues like this do occur? I fully understand that this could be user error and would like to assist patients correctly.

I'd like to provide feedback on your DIrect Messages feature. The windows to see the list of contacts is too small, and there is no appropriate signs as to which conversation has been read or not. Perhaps this features requires some reworking, as it is specially frustrating on large practices with dozens of staff texting. In fact, you cannot even read their full names if too long. Please fix this as this is a huge quality of lifeimprovement for a very good platform.

We had a pt today who arrived at the wrong time for his appt...12pm arrival for a 3.30 booked appt. Pt just took a seat.As its self check in, the system simply checked him in. Is there anything can be done so if the pt arrives early or late...its flags up to see reception ????

I’d really like Dentally to review the functionality of the Short Notice List, particularly for practices that use zoning within their diaries.We zone our books to protect capacity for different types of patients and treatments. For example, we may have a private zone reserved in the diary, but if that zone has not been filled five days in advance, we would normally open that time up so it can be filled from the Short Notice List.This worked extremely well for us when we used SOE/Exact.With Dentally, however, this does not appear to be possible. My understanding from the conversations we have had with various trainers and members of the Dentally team is that the zones effectively sit within the underlying diary set-up. Therefore, even if we remove or delete the zone from the visible diary, Dentally still recognises that time as having an active zone attached to it and the Short Notice List will not send patients into those appointments.For us, this is not a minor inconvenience. It dire

Not sure if I missed it but is there an ability to send an online booking link directly from a patient’s treatment plan. For instance they want to book in appointment 1 which is 30 mins and it costs £250 and they can book it and pay for it via the link. I just think it would help make things smoother and I want to make sure we are using the dentally to its full capability.

Request for an alert to trigger when a patient is running more than 3-5minutes late for appointment. Purpose is to prompt reception staff to contact them or confirm presence in the waiting room for patients that have not checked in properly. D4W has this as a standard feature and you can change the amount of time the patient is late by before it prompts you. 

I feel a good thing to add to Dentally is now patients aRe attending on both NHS and DenPlan HYG, if there's a way that both can show and allocate to depending on what appointment the patient is here for? As if a patient comes for a check-up we have to change their payment plan to NHS and then back to Denplan HYG if they come for hygiene, but sometimes this isnt done or there's confusion, if there is anything that can be done to help this?  Many thanks

Looking for a feature that would allow us to put little notes off the side of an invoice where we could write why we gave a patient an adjustment, etc. It wouldn’t need to appear on the invoice it would be more so for the team to see and reference if we are wondering something specific about a bill/claim. 

Online Booking:Under-18s are exempt from NHS dental charges, so we've named the services accordingly, e.g. "KIDS ONLY! - FREE NHS - age 0-12 - Oral Health Assessment". However, Portal still shows "Price £27.90" directly underneath the service name (screenshot attached). So the patient sees "FREE" in the title and a £27.90 price a line below it.This has caused genuine confusion - we've had parents contact the practice asking whether they'll be charged, and some hesitate to book at all.I called Dentally support to ask whether there's a way to switch the fee display off for these services, or set an alternative price for exempt groups. I couldn't find any setting for this myself, and support confirmed:"As mentioned, it's not currently possible to change how the pricing of NHS treatment displays on Portal. However, I have put this through as a feature request for you so hopefully our Dev Team can implement this in the future!"What we'd like to see is any of the following:A per-service togg

Hi Dentally team/community,I’d like to suggest a feature to link a treatment code to a default Appointment Reason.Implementation Ideally, each treatment code could have an optional Default Appointment Reason setting. When an appointment is created from that treatment, the reason would be pre-populated but could still be changed when appropriate.For exampleCrown preparation → “Prosthodontics” appointment reason Extraction → “Surgical Treatment” appointment reason Root canal treatment → “Endodontics” appointment reason Scale and polish / periodontal treatment → “Hygiene” appointment reason Fixed appliance bonding → “Orthodontics” appointment reasonThe idea would be that, when an appointment is created from a planned treatment, Dentally automatically selects or suggests the most appropriate Appointment Reason. Handling appointments with multiple treatmentsOne consideration would be appointments containing several planned treatments. I think this could remain simple:If all treatments in th

It would be very helpful if you could edit the title of documents when you save them to customize them for each patient rather than the document being saved as the letter template title- for example- if writing a endo referral for a UR6 it would be helpful to be be able to save it with that title rather than just referral (the template title) so the admin and clinicians can get a better idea of what correspondence has been sent and received without having to open the documents up each time. Thanks 

Hi it would be really useful if a refund button could be created for refunds rather than creating negative invoices and then negative payments.  Also a do not recall button for those patients that do not want to be recalled rather than having to clear recalls on the patient details page as well as the recalls page.  

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.

Tasks are difficult to manage in Dentally, the team can change due dates without it being clear on the audit. it would be nice if a due date was changed a reason was added in so we have transparency as to why due dates are being changed. Also Task reporting - can I see how many were created, closed on time, overdue - longest wait time etc. at the moment a task is as useful as a note when it comes to performance management which means we use it but trying to manage the team on these tasks is near impossible! 

I would like to be able to “click and drag” treatments between different appointments, rather than having to click into the “reordering/rearranging” button on the bottom. This makes it slower and I find it redundant. I would also like to be able to select multiple treatments and drag them to another appointment. This would make organizing much easier.

I think it would help reception if each clinician’s diary was in different colours, not just an option of having coloured appointments. 

I find that there are too many questions for the medical history.I really like how on EXACT they categorized them into different column, this make updating medicals much easier and also easy to read. I would also like the allergies to be made more noticeable on the patient portal, rather than having just a heart icon. (I was told this was due to private and confidential, however most patients would appreciate that we are aware of the allergies that they have, would be good for us to have the option to switch on and off the allergy notification on the patient file) 

I would like to request for the ability to click into the tooth charted to change the treatment needed.Example: 46MO, to be able to click into this and change either the tooth number or the surface of restoration, rather than having to delete and rechart it. I would also like the to have the width or columns showed on each treatments to be smaller(or to have the freedom to customize how big it is), this would allow us to view more of the entire treatment plan as a whole during treatment planning. 

Hi,At the moment it appears that we can only exclude zone groups in the short notice cancellation feature. the issue i face is my diary is zoned by ‘Yellow’ - exams and ‘Green’- Treatment. When a gap appears in these zones currently the feature shows all possible appointment types ie exams, treatment rather than say i can see its a ‘yellow zone’ here are your exams you could bring forward, or same for treatment.  Isit possible to assign certain zones to certain appointments - to provide a better filtered view and actionable list rather than FOH team looking at and selecting possible candidates, we want to get to a position where any manual effort to ‘pick’ the right patient is reduced as much as possible!

Hi, Is there a product roadmap for Dentally - i know we get the monthly updates but is there a living breathing document to help understand what’s possibly being introduced in the future?It could even be a sunshine diagram(like a transformation diagram with categories ie practice management, patient comms, APIs, Dentally Pulse, Reports etc and a now/next/future timeline?) It could be interactive for voting/feedback on potential features as forums are great but hard work scrolling through all chats/features and i just love something visual - big and all in one place! I know sometimes teams aren’t keen as its pinning down with dates’ish, but from a customer perspective i don’t want to be ‘surprised’ by the latest new feature...instead i want to be like - oh they said they were going to do x and now its delivered brill! And look if something isnt right or something else is prioritised, having that visibility is better than not knowing at all...(we’re friends right?!) thanks 

I have just started at a new practice and don’t want to use the practice custom field templates for example for an exam. These are auto filled as are notes for treatments when added with the practice owner’s notes. It is very time consuming to delete these notes to write mine every time. Please can you make it so each dentist can decide in their settingsif they have custom fields on their notes rather than enforcing them on everyone. It is also easy to forgot  to delete all the custom field tabs could lead to confusion in the future and legal issues in the event of a complaint. Thank you.