Nivert Tamraz highlights how Olive Tree Dental uses advanced technology to enhance patient care and boost practice efficiency.
Efficiency is the cornerstone of sustainable success in modern dental practices. At Olive Tree Dental in Reading, Dr Ashmai ‘Ash’ Zyada has implemented strategic solutions that not only elevate patient care but also streamline operations to drive business growth.
With the support of senior practice manager Nivert Tamraz, Olive Tree Dental has developed a smart business strategy that extends beyond the immediate clinical environment and offers patients a reassuring environment.
Nivert manages the practice’s day-to-day operations, marketing, PR, and overall business development. She collaborates closely with Ash and Sam Elrashedy, the practice’s operations director. This tight-knit unit thoughtfully curates every facet of the patient journey to elevate the patient experience from start to finish. As a result, their investment benefits the practice’s bottom line.
Communication
A streamlined communication strategy is pivotal to its approach. By refining phone enquiries and directing patients to online resources – the practice’s website is impressively comprehensive and accessible – they have reduced the average call duration from 14 minutes to just four. This saves time for the business but, more importantly, ensures patients receive relevant information before their first appointment, familiarising them with the team, the practice and the upcoming treatment.
The practice’s website – with user-friendly tools like ‘I would like to…’ treatment option video explainers and FAQs – also ensures patients are well-prepared before their visit and is another streamlining efficiency.
Nivert explains: ‘Our practice website is innovative in how it speaks to patients. It was put together after much effort was put into research, including listening to feedback from existing patients. It offers critical information, including sections such as Treatments in 60 Seconds, Why Our Patients Love Us, Your Patient Journey and a dedicated FAQs page. These are complemented by easy-to-assimilate videos that explain treatments in simple terms and cater to a diverse patient demographic, including non-English speakers.
‘The Our Team section provides patients insight into each member’s role, offering additional reassurance. It also highlights their academic achievements and training and development accolades. This eradicates the need to explain our approach to interested parties on the phone, freeing up time for the team to focus on those patients who have already bought into our practice ethos.’
The Wand
A vital facet of this empathetic business strategy approach involves The Wand, a revolutionary anaesthesia delivery system. The compact, pen-like device replaces traditional syringes, offering precise and painless anaesthesia application. Its impact goes beyond patient comfort – The Wand has redefined the practice’s operation.
Nivert Tamraz, the senior practice manager, explains: ‘Technology like The Wand enables us to routinely apply precise anaesthesia to the targeted area, minimising post-treatment effects like swelling, numbness, and facial discomfort, which could disrupt a patient’s routine or affect their confidence. This approach allows patients to return to work quickly and comfortably, which is a significant benefit.
‘Our proximity to Green Park, a local business hub, means many patients appreciate that they can attend treatment during their lunch break without disrupting their professional lives. We can numb teeth in two quadrants simultaneously, so patients no longer need to book multiple appointments for the same treatment.’
For practices, this translates into attracting new patients – those who might otherwise avoid treatment due to time constraints.
Nivert adds: ‘This significantly frees up chair time, letting us see more patients and grow our practice.’
Handling complex needs
The practice also utilises The Wand as an adjunct to its sedation service offerings. Combined with sedation options, Olive Tree Dental caters to patients with high levels of anxiety or complex needs, allowing them to bypass lengthy NHS referrals. For those seeking cosmetic procedures, its precision ensures the smile line remains unaffected, adding to its appeal. Hygienists can also administer anaesthesia for less invasive treatments, providing a more efficient use of resources.
‘The ability to offer sedation and use The Wand together has transformed our approach to treatment,’ Nivert says. ‘It’s proved invaluable for patients who might otherwise avoid treatment due to fear of traditional injections or the unpleasant side effects such as swelling and numbness. With The Wand, these issues are eliminated.
‘Our patients often mention the word “feel” in their glowing reviews, reflecting how deeply we prioritise their emotional experience. We take pride in creating an atmosphere where patients feel neither rushed nor embarrassed.’
Beyond its clinical applications, The Wand from Dental Sky fits seamlessly into the practice’s broader strategy of optimising every aspect of the patient journey. Efficient scheduling ensures longer appointments run smoothly without impacting subsequent bookings. Patients benefit from a calm, unrushed atmosphere, while the practice avoids the costly disruptions of delays.
Gathering information
The practice also offers an online Nervous Patient Form, recognising that dental appointments can be daunting, especially for those with negative past experiences.
Gathering information pre-appointment also guarantees the practice’s schedule stays on track. Lengthier appointments avoid disruptions, preventing a ‘domino effect’ that could impact later bookings and ruin the patient experience. As a consequence, patients feel unrushed, and workflows remain efficient.
Nivert says: ‘Streamlining appointment times ensures we stay on track, creating a relaxed environment for patients and a productive workflow for our team.’
For Olive Tree Dental, the adoption of The Wand has delivered tangible results:
- Increased referrals: Patients share positive experiences, boosting word-of-mouth recommendations
- New patient growth: The practice’s ability to cater to time-sensitive needs and anxious patients attracts a broader demographic
- Streamlined workflows: Freed chair time increases patient turnover and additional revenue opportunities.
The team at Olive Tree Dental has set a new standard for efficiency and patient satisfaction through empathetic care, cutting-edge technology, and thoughtful business strategy. By creating an environment where patients feel heard, valued and empowered, they have seen significant ROI.
Nivert says: ‘The Wand has been a game-changer for our patients and practice. By investing in the right tools and planning carefully, we’ve created a model that supports our patients’ needs while driving practice growth.’
This article is sponsored by Dental Sky.
