01 Oct Case Study: Y Bont Faen & Pen Y Bont
How Pearl Dental Software streamlined Y Bont Faen’s & Pen Y Bont’s practice management and improved the owners’ work-life balance.
“The customer service is what really sets them apart from not just any other practice management software, but any other dental company. There’s no comparison.” Nathan Welch, Co-Owner of Y Bont Faen and Pen Y Bont dental practices
Case study overview
Y Bont Faen and Pen Y Bont are dental practices jointly owned by husband-and-wife duo Nathan & Lara Welch in Wales. Both practices offer a range of NHS and private dental services, including general dentistry, cosmetic treatments and orthodontics.
Nathan and Lara have been using Pearl Dental Software since they took over Y Bont Faen in Cowbridge back in 2021 and inherited the software. Nathan had previously used Pearl in other practices since 2014 and had a positive experience. Fast forward to 2023, they opened their second practice, Pen Y Bont, in Bridgend, Wales. They chose to stick with Pearl Dental Software due to their positive experience and its ease of use. Since then, they have continued to use Pearl, stating its reliability, our customer support and the integration with NHS Wales as key benefits.
Approach
Due to managing multiple practices, Nathan & Lara required three main factors when it came to their practice management software:
1. Due to both of the practices being in Wales, Nathan & Lara required software that seamlessly integrated with NHS Wales to avoid administrative burdens and potential compliance issues.
2. They required timely and reliable support from their software provider to ensure everything runs smoothly if any challenges arise.
3. Pressed for time, they needed software that allowed them to access and manage their practices remotely from any location.
Our approach has been instrumental in helping Nathan & Lara manage their dental practices efficiently. One of the most significant factors we supported them with was overcoming the integration with NHS Wales. A few years ago, the Welsh contract moved to the requirement of ACORN forms, which needs to be filled out for every patient and submitted to the health board. To aid this process, we worked with Nathan and Lara to develop a digitalised ACORN feature that allowed them to fill out and transfer the data to a digital PRW form, which streamlined the whole process.
We pride ourselves on providing timely and reliable support whenever required. Nathan reinforces this by stating that “The customer service from the support team is second to none. Really, there’s no problem too small”. Nathan & Lara had the peace of mind that they’ll be provided with quick and effective solutions whenever required, ensuring minimal downtime whilst maintaining a high level of service.
The fact our software is cloud-based has allowed Nathan and Lara to achieve greater flexibility and work-life balance. This allows them to work and manage their practices from anywhere, allowing them to respond to matters outside of the traditional office hours. This flexibility is incredibly beneficial for Nathan & Lara, considering their busy family lifestyles.
“For starters, Pearl Dental Software is easy to use. Everything you need is simply found. The customer service from the support team is second to none. Really, there’s no problem too small. For example, last week, we couldn’t get our printer to connect to the computer which isn’t a Pearl problem, it’s our problem. However, the Pearl team were happy to help and it was fixed within two minutes.
Additionally, the integration with NHS Wales has been great for us. I worked with the Pearl team to help them develop the digital ACORN forms feature and they had it up and running really quickly. It’s super simple to fill out and all the data transfers over to the digital PRW form. It just makes our life really simple.
Many other software companies might look at the Welsh contract and say “We can’t be bothered to do that straight away because it’s not a big enough priority.” But Pearl Dental Software looked at it and put it to the developers – it was done really quickly.
Another great thing about the software is that it’s cloud-based. I haven’t done notes today because I’ve just been so busy, but I can just log in from home and I can do them there. That is a big plus, because otherwise you’re just stuck at work until the middle of the night sometimes. Those flexible working patterns when you’ve got kids make a big difference.
Pearl Dental Software also have customer success meetings where they highlight things that you might not have noticed. For example, they’ll provide you with ideas of how you can increase productivity in the practice based on your data. They’ll look at how long patients have been waiting, how many outstanding items of treatment you’ve got, who’s putting all their treatment through, who’s forgetting to do treatment till it’s a later date and things like that. This helps to identify areas for improvement.
The one word I’d use to describe Pearl Dental Software is ‘fabulous’. We’ve got a really good working relationship. Although we live halfway across the country, you ring and they know who you are.
I recommend Pearl Dental Software all the time. I go on the ‘dentist for dentists’ Facebook group and I’ll often recommend them. They are like the best kept secret in dentistry.” Nathan Welch, Co-Owner of Y Bont Faen and Pen Y Bont dental practices
Results
The integration of Pearl Dental Software in both Y Bont Faen and Pen Y Bont practices has proven to be a valuable asset, significantly enhancing efficiency. Our cloud-based platform has empowered Nathan and Lara to manage their practices remotely, which not only provides flexibility for work tasks, but also improves their work-life balance. Furthermore, by developing features that allows for a seamless integration with NHS Wales, it has simplified compliance processes and reduced administrative burden. The time that’s been saved can then be used elsewhere on tasks that will further enhance the practices’ efficiency.
Our customer support continues to be a standout feature for Nathan and Lara. Our responsiveness, expertise and dedication to resolving issues have contributed to a smooth and efficient practice management. Additionally, our ongoing development and support have ensured the software stays up to date with industry trends and evolving requirements. All of this demonstrates our commitment to providing a comprehensive independent software for independent dentists.
Conclusion
Overall, Pearl Dental Software has provided Y Bont Faen and Pen Y Bont with a host of tangible and intangible benefits. We’re proud to say that we remain committed to supporting Nathan and Lara in their continued success.
Get in touch today to discover how we can help you achieve results like this.
