Multi-Site Dental Practice
The Challenge
A dental practice with three locations across South Wales was struggling with missed patient calls and poor coordination between sites. With separate phone systems at each location, patients calling one practice couldn't easily reach staff at another. Receptionists were constantly transferring calls between locations, leading to long wait times, dropped calls, and frustrated patients. During peak hours, the main reception desk would become overwhelmed, resulting in missed appointments and lost revenue. The practice was losing approximately 15-20 appointments per week due to communication issues.
The Solution
We implemented a unified VoIP system connecting all three locations with intelligent call routing. Each location maintains its own local number, but calls can now be answered by any receptionist across all sites. We configured smart routing that distributes calls based on availability, ensuring no single location becomes overwhelmed. Professional auto-attendants were set up for each location with clear menu options for appointments, emergencies, and general inquiries. After-hours calls are automatically routed to an on-call service with voicemail-to-email notifications. We also integrated the system with their practice management software, so patient information appears automatically when calls come in. Staff training was provided at all three locations, and we set up mobile apps so dentists and hygienists can receive calls on their personal devices when needed.
The Results
Patient call answer rates improved dramatically from 65% to 94% within the first month. The practice now handles 40% more calls during peak hours without adding staff, and appointment booking efficiency increased by 35%. Staff can now work from any location seamlessly, with calls automatically following them. Patient satisfaction scores increased from 72% to 91%, and the practice has recovered the previously lost appointments. The unified system also reduced internal communication costs by 60%, as staff can now make free calls between locations. Emergency calls are now answered within 30 seconds, compared to the previous 3-5 minute wait times.
Key Metrics
- ✓3 locations connected on unified system
- ✓94% call answer rate (up from 65%)
- ✓40% increase in call handling capacity
- ✓35% improvement in appointment booking efficiency
- ✓91% patient satisfaction (up from 72%)
- ✓60% reduction in internal communication costs