Family owned and family run, Ampthill Dental Practice is located in the Georgian Market town of Ampthill. Owned by Miss K Saxby the practice is run by daughter Laura Doherty, who prides herself on maintaining the core values of delivering dental care in a relaxed environment for the whole family.

Established for over 35 years, the practice has been using Software of Excellence for 10 years, but with a recent change of structure Laura was looking to get to know the business better and grow performance.

As any one knows one of the most frustrating things is when a patient doesn’t arrive for an appointment and you’re left desperately trying to get reception to ring the missing patient to locate them, kicking yourself for letting the previous patient who needed a filling, go without offering to do it for them there and then and also thinking of the thousand and one other useful things you could be doing with the wasted time.

Some of the things we have put into practice to help reduce the FTA rate are emailing the patients a week before their appointment and following this up with a text reminder 48 hours before the appointment. In our practice EXACT does this automatically so there is no extra burden on reception.

The increase in FTAs has also had a knock-on effect of increasing our forward booking, as patients who fail to attend have to be rebooked taking up a time in the appointment book, which means that patients who need to return for treatment are having to wait longer. One of solutions that my Challenge consultant has suggested is “zoning” the diary to allow us to accommodate these patients that need treatment.