The Dental Practice

Dove Dental Care is a practice that has been computerised for many years, being an early adopter of Software of Excellence EXact. It is a large, 6 surgery practice, serving NHS and private patients in central Derby. In 2005, the new practice manager, Ru Boyle, approached Dental IT Limited to audit and assess their IT. When we got involved, the situation was not untypical of a computerised dental practice, showing many of the symptoms of poor and inconsistent IT: failing backups, poor reliability and performance, non-existent security, and an inconsistent and unmaintained workstation platform. The “server” was poor, lacking power or resilience, and with no greater data protection capability than any other machine on the network.

Dental IT Limited have made many improvements over the years, including upgrading the dedicated server, and introducing reliable, verifiable backup systems.

The IT Requirements

Recently, it became increasingly apparent that the IT equipment at the practice was in need of a thorough overhaul. Even the cabling, at almost 15 years old, was beginning to degrade, and needed completely replacing. The workstations were a mix of new and old machines, and the telephone system was old and inflexible. The practice had recently lost a laptop due to theft, and was keen to introduce surveillance cameras.

The Dental IT Ltd Solution

The practice was able to invest in an entirely new infrastructure, replacing much of the existing equipment altogether, and introducing new and exciting technologies such as IP telephony, surveillance, and an industrial grade server solution. The network was entirely rewired, with over 50 network points being installed, to handle the converged technologies proposed. To minimise disruption, much of the work was carried out outside of practice hours; the server data, and telephony, were both migrated into the new infrastructure without any loss of service or data. The current telephone system, as well as allowing for much cheaper outbound calls, and unlimited lines, has advanced features such as call queuing, call logging, call recording, full auto attendant to handle the incoming calls, system based voicemail, and music on hold. For this busy dental practice, this means that the phone system can be fully automated so that out of hours messages, and voicemail, are automatically enabled at pre-programmed times, and the practice manager can record and monitor calls for training purposes. For the patients, calling the practice is more professional, with calls going to timed hunt groups, voicemail attendant, and the music on hold is much more modern and pleasant. The phones themselves are very powerful, offering easy access to up to 4 lines, do not disturb and forwarding capability, as well as hold, transfer, conference, and directory services.

IP surveillance cameras have been introduced in strategic areas, such as the front door, reception, waiting area, and corridors. During working hours, the system records constantly to its own server, and images can be accessed easily by the practice management. Out of hours, motion detection capabilities initiate recording when movement is noticed. The practice manager, in her upstairs office, is able view the reception and waiting areas live, throughout the day, on a second monitor.

This practice in particular, makes extensive and effective use of remote working and email capabilities. The current practice manager, Gilly Myers, is able to access her email, accounts, and the practice management software, SoE EXact, from home, improving her ability to do her job effectively and flexibly. Internally, the practice makes much use of email for communications such as memos, and policies. All the users on the network have their own profile, which allows for shared secure areas for the management team, that other staff cannot access. Internal communications have been hugely improved.

The Outcome

Overall, this busy and successful practice now has IT to match; a state of the art, corporate grade IT infrastructure, that will give them many years of reliable, predictable s

To download a PDF version of this document, please click here