Smile Manchester

Smile Manchester are a mixed practice in the heart of Manchester. Practice Manager Michaela joined the practice in January 2017 along with three new partners to the business. Previously working on R4, Michaela and her team are keen to delve deeper into the practice data and are looking forward to finding out more about EXACT's performance management capabilities.


chair-time utilisation

workflow compliance


reduction in un-booked time

FTA rate

Recall effectiveness

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Month 2 – Understanding our KPIs


We have now sent out our first campaign, which was a great success! We had over 50 replies for the tooth whitening promotion and we have also recently introduced ZOOM whitening to the practice.

Unfortunately some elements of our KPI report wasn't as good as we had hoped, and in the last 30 days we had 156.2 hours of failed appointment (a month’s work!). Work flow compliance is also poor and this has highlighted us to the fact the practice is not taking mobile numbers and emails, therefore we have agreed with our consultant that further training will be given.

The good news I received is we are now estimated to achieve 80% of our UDA target - this is an increase of 8% within one month!

I look forward to my next KPI report, as a new practice manger it’s difficult to know if you are running the practice correctly but when you can visually see improvements it highlights the fact that the practice is improving.


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Month 2 – Getting into the swing of things, despite the glitch!


Now a few month’s into using EXACT and I couldn't be happier, the help desk go above and beyond to help all member in staff in need.

At the start of our journey with EXACT, a computer technician came to the practice to help with the installation of the software, as like any dental practice we got chatting and he asked who my IT company was I explained unfortunately the practice never had an IT technician prior to takeover and I'm not sure which company to contact.

The gentleman advised me to speak with a company called Microminder and discuss a possible contract with them, and I have to say, this advice was worth its weight in gold, as just a few days later we suffered a ransomware attack on our computer.

The practice was very lucky and thankfully it did not affect our EXACT software. Microminder worked on our systems from 8.00 AM into the evening daily for a week to get us back to normal and despite the problem not being software related, we had a call from our Good to Great Consultant to ensure everything was OK.


Month 1 – already a lot has changed!


Since my last blog a lot has changed at the practice… Our first KPI report with our consultant has flagged a lot of improvement, as well as some areas in which the practice still needs to improve on.

Since my first blog the practice has improved its décor and fully transitioned to ‘Smile Manchester’, including a brand new sign that has now gone up outside the practice. Since this has gone up we have really seen an increase in enquiries and had a significant uplift in private treatment.

The major improvement we have seen this month is the increase of booked appointment (we have reduced this by 48% compared to this time last year!) as well as managed to get our chair utilisation time up to 77%. We are also now using Mypractice Cloud to help with the management side. Our practice manager can access the MPC daily / weekly/ monthly which also gives the practice figures on failed appointments, income related and workflow compliance statistics.

At the present time the biggest shock to the practice is that from our tracker we look like we are going to only meet 72% of our NHS target which is a daily worry, but having this information to hand means I can act quickly and not have the January - March rush.

I am looking forward to the future with EXACT and also we are now getting ready to send our first promotional campaign to all patients so I will keep you updated!


Pre go-live - our practice goals


We are looking to improve our recalls - before taking over the practice, there was no recall system in place, I worked at getting one set up which I did and it worked for a week then stopped working. I now cannot send letter recalls and my current software helpdesk will no longer help me in trying to fix this.

We want to reduce the amount of gaps in the book and hope the recall system will help us to do so. We are also going to start offering more private work at the practice and the owners specialise in something different so we would like to target those patients.

We have made some small steps to try and achieve this and I'm hoping SOE will help with this also as I'm only one person I rely greatly on my computer software so am looking forward to the go-live with EXACT.


Why did we switch?


We made the switch to EXACT for a few reasons, one being the fact you do not have to fill any spaces in the book, the short notice system will automatically do this for you. The system is also able to inform you that you have fallen below target NHS or private and it grows as your practice grows there is no limit to it. Almost all dental software companies charge the practice to upgrade your system to its newer version, but SOE offer this to all its customers for free and is almost as easy to upgrade as your software on your iPhone with no bugs or hacks.

I encourage dental practices to bite the bullet and transfer to SOE, especially if they have outgrown their current software or like myself are constantly on the phone to them trying to correct errors, with anything in life of course there will be teething problems (pardon the pun) change is inevitable in dental so why not make your life harder for 2 months but have years of satisfaction. Practice managers have a lot of stress to deal with daily, take the worry of computer software and performance of the list.


Let me introduce myself...


My name is Michaela and I am the Practice Manager at Smile Manchester. I have been a dental nurse for 10 years in that time I have used various dental software from tab dental to Arthur then R4 plus.

I spent the last 6 years of my dental nursing career using R4 plus, I recently took a position as a dental manager at a different location, my heart sank when I realised it was the basic R4 and very difficult to navigate compared to its predecessor, the plus version. I was still coming to terms with my new position as well as basic R4 when the partners were thinking of changing the thought at the time was very much NO NO NO.

Alistair (Henry Schein) and Natasha (Software of Excellence) met with myself and the partners to discuss Software of Excellence and EXACT further and during this meeting I started to think YES YES YES.

Software of Excellence have already gone above and beyond and we have not yet had our software transferred. I can ring a number of people who are accessible and always willing to help, I also have my own transition personnel in the form of a Customer Success Consultant who I can contact at any time of the day.

I am very much looking forward to our transition to SOE...


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