How Intiveo Helped REACH Dental Streamline Operations and Improve Patient Care

REACH Community Health Centre has been a cornerstone of East Vancouver since the 1960s, providing holistic, community-driven healthcare to an underserved population. Among its many integrated services — ranging from primary care to counseling, sexual health, and community outreach — the dental clinic plays a vital role in improving the well-being of patients who often face barriers to accessing care.

When Dental Program Manager Sharon Fernando stepped into her role, she quickly saw both the impact of REACH’s mission and the operational pressures facing the team. “We do see a lot of patients here, so calling every patient became very time-consuming for our staff,” she shared. With high patient volume and limited administrative bandwidth, front-desk workflows were stretched, and staff were often pulled away from other critical tasks.

The Challenge: Manual communication in a busy, high-needs clinic

Before adopting Intiveo, REACH Dental relied heavily on phone calls for confirmations, reminders, and new-patient intake coordination. Staff spent countless hours dialing patients individually, leaving messages, and waiting for return calls — an inefficient process for a clinic seeing continuous demand. Sharon noted that this manual approach also made it harder for staff to stay on top of documentation and other essential responsibilities.

Beyond workflow strain, patient communication preferences were shifting. Many patients preferred texting over phone calls, and REACH needed a system that respected the realities of people balancing work, family, and economic pressures.

The Solution: Workflow automation designed for modern dental care

REACH Dental implemented Intiveo to automate appointment reminders, confirmations, and forms, effortlessly integrating with their practice management software, Power Practice. “It works very, very well with our practice management software. It integrates amazingly and seamlessly,” Sharon said.

Staff quickly reported higher satisfaction because routine communication no longer monopolized their time. With automation handling confirmations and reminders, the team could focus more on patient support and in-clinic operations. “There’s more satisfaction because they’re able to accomplish more in their day,” Sharon explained.

The Results: Higher confirmation rates, fewer no-shows, happier patients

The shift was almost immediate. Patients appreciated the move to texting, including the ability to chat directly with the practice, which allowed them to respond on their own time. REACH also began sending new-patient forms electronically, improving the experience for patients and staff alike.

Most importantly, the practice saw measurable improvements in attendance and scheduling efficiency. “We’ve got higher confirmation rates for sure,” Sharon said. “We lowered our downtime for no-show because patients are being not only confirmed for their appointments, but we can send out reminders, which is a huge thing.”

For Sharon, Intiveo’s ongoing support and updates have also been valuable. She highlighted the monthly product usage summaries, training webinars and Intiveo Academy (Intiveo’s self-led training modules) as accessible and genuinely useful for her team. “It’s a well-designed program. Simple to understand, simple to navigate, and I think it achieves what it’s supposed to.”