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“Intiveo’s two-way chat was a game changer. We no longer have to manually call every patient, and we can get a text confirmation within hours.”
– Krithika, Front Desk
Learn more about how automating communication saved time and boosted patient engagement.
hours saved/day
reduction in appointment cancellations
increase in patient reviews
Practice name: HealthPlex Dental Centre Location: Markham, ON, Canada
Type: General Practitioner
Offices: 1
Doctors: 2
Staff: 10
Products used: Social Reviews, Two-Way Chat
HealthPlex Dental Centre offers full dental service to the whole family — including emergency dentistry! The Dental Centre is part of the broader HealthPlex Medical Centre.
HealthPlex Dental Centre, a busy multi-provider practice, struggled with time-consuming manual patient communication. With a total staff of ten, including 8 front-of-office staff, their team spent up to three hours daily making phone calls to confirm appointments, send reminders, and manage recalls.
“We were finding confirmations very difficult,” says Krithika, one of the staff members who work at the front desk.
This was leading to inefficiencies and missed opportunities to engage with patients effectively.
As general practitioners with a growing patient base, they needed a solution that could automate these tasks while maintaining a high level of patient care and communication, so that every member of their team could work toward great patient outcomes more efficiently.
To streamline their workflow, HealthPlex implemented Intiveo’s automated patient engagement platform. The system enabled them to send mass notifications. This key functionality made it easy to send the same message to specific groups of patients, such as welcome messages, closure notifications, or a notice about a doctor who is behind or unwell.
Plus, as Krithika from the front desk notes, “we could do everything remotely,” which was especially important during inclement weather.
Leveraging appointment confirmations, and recall reminders via text and email, staff also reduced the reliance on manual phone calls. This contributed to a significant time-savings of three hours per day. Offering these confirmations and reminders via text and email, according to preference, also gives patients a more personalized experience. Staying connected has contributed to HealthPlex Dental Centre’s 80% reduction in cancellations.
Additionally, Intiveo’s two-way chat allowed staff to quickly address patient inquiries and reschedule appointments in real time, improving both efficiency and the patient experience. Intiveo’s two-way chat works with patients and non-patients alike, giving dental practices the ability to chat easily with patient caregivers and others who may not be contacts in their database.
“Intiveo’s two-way chat was a game changer. We no longer have to manually call every patient, and we can get a text confirmation within hours,” Krithika says.
Plus, using Social Reviews made it easy to ask their patients for a review! The Intiveo add-on allows practices to send a survey at the end of every appointment, prompting patients to leave a review if they’ve had a positive experience. This contributed to HealthPlex Dental Centre’s 25% increase in patient reviews.
Since integrating Intiveo, HealthPlex has seen significant improvements in their operations.
They now save three hours per day, adding up to 90 hours each month, which allows their team to focus more on patient care.
Appointment cancellations have dropped by 80% due to automated reminders and confirmations, ensuring a more consistent schedule.
Plus, the practice experienced a 25% increase in patient reviews within just one month, enhancing their online reputation and attracting new patients.
“Thank you for making our life easier!” Krithika says.
“Intiveo’s two-way chat was a game changer. We no longer have to manually call every patient, and we can get a text confirmation within hours.”
– Krithika, Front Desk
Our team is ready to talk about how Intiveo can meet your practice’s needs and goals for patient engagement. Book a meeting today to speak with a member of our team.
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