Located in Edmonton, Ellerslie Dental has been serving the community for 16 years, focusing on providing a relaxed dental experience for their patients while offering a comprehensive list of services, including dental veneers, fillings, sealants, crowns, bonding, bridges, root canals, extractions, and much more. Ellerslie Dental prides itself on its holistic approach to patient care, ensuring that patients are well taken care of from the moment they book their appointments until they leave the chair.
At the forefront of delivering top-notch patient experiences is Sheena Nicholl, the office manager at Ellerslie Dental. With over 10 years of experience in the dental industry and a background in client and customer engagement, Sheena is always looking for ways to deliver exceptional patient care in a smarter, more efficient and simpler way.
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Before switching to an integrated solution, Sheena struggled with the inefficiencies of a disjointed software setup. They were using a third-party patient engagement system for patient communication, including texting and recall reminders, which forced her to switch back and forth between different platforms. “We’d have to leave ClearDent and then go into this other system and put in all the information. It was a lot of back and forth.” Sheena recalled. A time-consuming process prone to errors, Sheena and her team would have multiple windows open simultaneously so that they could manually cross-check patient details to ensure the data was entered correctly across platforms.
In addition, Sheena spent a lot of time playing phone tag with patients, which added even more time to the process. This inefficient procedure became even more frustrating when managing appointment bookings, as the system only allowed patients to request a time rather than book it directly. Sheena and her staff had to manually block off times when unavailable, adding unnecessary work and risking double-bookings. Moreover, critical information was often “lost in translation” between systems, further complicating the workflow. The constant back-and-forth not only wasted time but also made it difficult to maintain a seamless experience for both staff and patients.
Sheena decided to contact ClearDent and make the switch to ClearDent’s integrated online booking system. The decision came after researching alternatives and confirming that ClearDent’s solution could streamline communication and eliminate the need for multiple platforms. “I put my foot down and said that I didn’t want to deal with this other system” Sheena explained. As they began the early preview program with ClearDent’s Online Booking, Sheena realized how much her team appreciated the system, particularly how everything worked flawlessly—from how the booking system integrates with the scheduler to the implementation of the Online Booking link on their website.
ClearDent’s Online Booking system allowed Ellerslie Dental to stay within one platform, with all their patient information accessible in one place. With everything seamlessly synced between ClearDent and Online Booking, any adjustments to the schedule, such as blocking off times or setting appointment exceptions, could now be made quickly and effortlessly. Communication with patients also improved significantly, as they were able to send welcome texts, intake forms, and other information directly through ClearDent’s system.
Since implementing ClearDent’s online booking system, Ellerslie Dental has experienced significant improvements in both efficiency and patient satisfaction. Many of Ellerslie Dental’s patients have irregular work schedules or live in remote areas without reliable access to cell service, but they now have the convenience of booking appointments online at any time—whether it’s midnight or mid-day. Sheena highlighted that this arrangement is perfect for patients, as they are empowered to book appointments at a time that works for them. Sheena also found that patients are more committed to their appointments, which has reduced the number of cancellations and no-shows, as patients are more likely to honour appointments they booked themselves.
Additionally, the integration of ClearConnect, ClearDent’s patient engagement add-on, has further enhanced communication with patients. “It’s super easy, I shoot them a welcome text saying like, ‘Hey, so glad you could book with us.’” Sheena explained. “It’s so easy to let them know we’re looking forward to seeing them, and we also send intake forms ahead of time via text or the patient portal, so we’re prepared before they arrive.” Sheena was able to automate recall messages to include the Online Booking link, making it easy for patients to book appointments at their convenience and saving staff from having to make manual follow-up calls. This seamless communication has contributed to a smoother workflow, reducing the back-and-forth that previously complicated the booking and onboarding process. The practice has even seen an increase of 1 to 2 new patients per week, thanks to the ease of online booking combined with ClearConnect’s ability to engage patients before their appointments.
“I honestly would have appreciated this system ten years ago when I just started in the dental industry,” Sheena commented, reflecting on how much easier their operations have become with ClearDent’s Online Booking. The seamless, real-time integration with ClearDent has saved Ellerslie Dental significant time, and both existing and new patients appreciate how accessible and convenient the Online Booking system is. The ability to book appointments anytime, without needing to call the clinic, has not only improved patient satisfaction but also streamlined the practice’s workflow, allowing the team to focus on providing excellent care.
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