Dental Clinic in the Netherlands: “Our Service Has Improved Significantly with Aurora teleQ”

Tandzorg.nl in Rotterdam offers more than just dental care. The clinic has specialised departments for dental hygiene, oral surgery and cosmetic treatments, as well as its own dental laboratory. It also works closely with several orofacial physiotherapists, speech therapists and orthodontists. In total, the clinic employs more than 30 people.

“We wanted a calmer reception area, and that’s exactly what we’ve achieved”

As a large dental clinic in Rotterdam with more than 12,000 patients, Tandzorg.nl wanted to create a calmer and more organised reception area. The goal was to reduce constantly ringing phones, queues at the reception desk and patients waiting on hold. The clinic contacted Aurora Innovation to learn more about Aurora teleQ. Since implementing the solution, both employees and patients have been extremely satisfied.

“Previously, we answered calls the traditional way, but in an organisation as large as ours, that simply wasn’t sustainable anymore. At times, it was absolute chaos, even with six receptionists, at least two of whom were working at the reception desk,” explains Carmen Moennasing, receptionist at Tandzorg.nl.

“We wanted to simplify the process and looked at several different systems, but Aurora teleQ turned out to be the most user-friendly, clear and easy-to-manage solution. It was also the most attractive option in terms of features and cost. Today, we have a dedicated contact person at Aurora Innovation, and it works really well. Whenever we have a question or need assistance, we receive a quick response.”

Aurora teleQ is extremely user-friendly

“What we appreciate most about the system is that we can always give patients a choice when they call: they can either wait on the line or request a callback. They can also specify the reason for their call, whether it’s to book an appointment, ask an administrative question or enquire about a treatment. This means that when we speak to the patient, we already know what the call is about, and their patient record is open and ready.

It’s also great that we can record all the queue messages ourselves and that we no longer miss a single call. Every incoming call appears on a list and must be actively marked as completed once it has been handled.

We quickly realised how easy the system is to use. We can even log in from home using our mobile phone numbers. Calls are then directed to our mobile phones instead of the clinic, which gives us greater flexibility.”

Satisfied patients and employees

According to Carmen, Aurora teleQ provided exactly what Tandzorg.nl needed. The clinic has also received plenty of positive feedback.

Employees experience a calmer working environment, as they no longer feel pressured by patients waiting on the phone and at the reception desk. Patients are equally satisfied.

“Those working at the reception desk are no longer disturbed by constantly ringing phones. All they hear is a small notification sound. Patients who call us appreciate having a choice. If they don’t want to wait on hold, they know they’ll receive a callback, and quickly too!

We often hear that they feel our service has improved significantly. The system also provides greater clarity. Callers no longer have to wait indefinitely and can manage their own time instead.

We’re simply a very satisfied customer. We wanted a calmer working environment, and that’s exactly what we’ve achieved.”

Interested in learning more?

With Aurora teleQ, your dental clinic becomes more accessible and easier for patients to reach. Our modern communication solution is suitable for both large and small clinics, helping reduce stress for employees while improving patient service.

Want to make communication at your clinic more efficient? Contact us.