DentalUnited KingdomProvidence Dental Practice put the recall list back to work
A Kent dental practice running private and NHS lists side by side, with a recall report nobody had the hours to call through.
0
hygiene recalls booked in the first month
0
sites on one number
24/7
emergency triage cover
Before
What was breaking
- The six-month recall list grew faster than the front desk could work it.
- Emergency callers were being offered the next routine opening because nobody had time to triage.
- Private and NHS lists have separate availability, and two sites shared a number.
What we did
How it works now
- Recall outreach runs automatically from the practice's own recall list.
- Pain, swelling and trauma are recognised and routed into the slots held for emergencies.
- Site, list, provider and appointment-type rules are applied on the call.
After
What changed
- The recall list is worked every week rather than when someone has a spare hour.
- Emergency callers get an emergency slot.
- Bookings land in Dentally with nothing to rekey.
“The recall list used to be the thing we felt guilty about. Now it just gets done.”
The same flow, running
What this looks like on a live call.
The story above describes it. This is the flow itself, recorded end to end.
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