Tovey Little Dental
Creating a clearer patient journey for NHS and private patients while fixing a manual enquiry tracking bottleneck.
What was happening?
Tovey Little Dental had high patient demand and needed a website that could effectively serve two distinct patient groups: NHS patients looking for essential dental care, and private patients seeking cosmetic treatments.
At the same time, the front-desk reception team was relying on manual Excel spreadsheets to track incoming patient enquiries. With multiple staff members updating records at different times, enquiry statuses were fragmented and difficult to manage.
What was really getting in the way?
Before jumping into design or code, we analyzed the root constraints causing friction.
Unclear patient navigation
Patients had to search through mixed pages to distinguish between NHS services and private cosmetic treatments.
Manual spreadsheet tracking
The reception team logged enquiries across separate spreadsheets with no automated notifications or status tracking.
Follow-up risk
Without a structured pipeline, follow-up calls and reminder emails relied entirely on individual staff memory.
What did we decide to change?
Rather than treating this purely as a visual website redesign, we decided to solve both sides of the problem together: redesign the front-end patient journey for speed and clarity, and build an integrated Enquiry Tracker so the reception team could manage enquiries systematically.
What we put in place
The practical components and workflows put in place to fix the bottlenecks.
FOR PATIENTS
- Clear distinction between NHS and private services
- Fast mobile navigation and treatment guides
- Streamlined enquiry forms for cosmetic consultations
- Instant automated confirmation of enquiries
FOR THE RECEPTION TEAM
- Centralized CRM pipeline (Enquiry Tracker)
- Instant task alerts when new enquiries arrive
- Clear status stages: New, Contacted, Booked, Completed
- No reliance on shared spreadsheets or paper notes
The team uses their Enquiry Tracker daily to ensure every enquiry is responded to promptly.
Approachable, modern dentistry for the whole family.
Clear guidance on treatment options, transparent pricing, and gentle, experienced care in a relaxed practice environment.
What changed?
Verified operational and commercial improvements delivered by the project.
All patient enquiries now land in one centralized system rather than scattered across spreadsheets.
The reception team has complete visibility over the status and history of every enquiry.
Automated confirmation emails give patients immediate reassurance that their enquiry has been received.
Clearer navigation on mobile makes it simpler for patients to understand service options and get in touch.
The project gave the practice a reliable foundation to handle high enquiry volume without administrative chaos.
“This project was not simply about building a dental website. The wider job was to make it easier for patients to find the right treatment and connect the website directly to a reliable system the reception team could manage with confidence.”
Have a similar enquiry or patient journey problem?
Tell us what is happening in your business and where the admin bottlenecks sit. We will help you work out what needs to change.