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 Software of Excellence's performance management capabilities.

1
Month

77%
chair-time utilisation

81%
workflow compliance

2
Month

48%
reduction in un-booked time

12%
FTA rate

73%
Recall effectiveness

3
Month

50%
reduction in FTAs

82%
Recall Effectiveness

85.5%
workflow compliance

4
Month

80.1%
Chair-time utilisation

62
new patients

88.4%
workflow compliance

5
Month

85%
increase in private revenue

89.4%
chair-time utilisation

3.2%
un-booked time

1.9%
short notice cancellations

6
Month

231%
increase in private revenue

1.2%
short notice cancellations

86%
GDPR consent collection

Month 6 - Keeping the cancellation rates low

21/01/2018

The practice has managed to keep cancellation rates low 2 consecutive months in a row which has been an ongoing problem, we have just started the work to incorporate a forth surgery as there is a high demand for private treatment at the practice.

Going forward the aim is to reduce the FTA rate at the practice.
 


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Month 5 - Focussing on FTA rates

30/11/2017

Failed to attend appointments are an ongoing struggle and as a practice manager it is helpful to gain ideas from an outside source being our consultant. The practice has implemented email, text and even telephone call reminders and yet the failed to attend appointments are still on the increase. Yasmin had some suggestions which we have implemented and hopefully next month we will see some further results.


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Month 1 – already a lot has changed!

16/08/2017

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!


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