Customer Story - Whitstable Hearing

UK Clinic Praises 'Forward-Thinking' Manage Solution: Why Would Any Clinic Use Another System?

In the charming seaside town of Whitstable, a revolutionary approach to hearing health care is making waves. Founded by the dynamic duo Adam and Amy Chell, Whitstable Hearing stands as a beacon of innovation and personalized care.

From its inception in 2023, this boutique clinic has not just served the community but has set a new standard in hearing solutions. Equipped with the latest technology, including Auditdata’s cutting-edge Practice Management Software (PMS), Manage, Whitstable Hearing has consistently been at the forefront of efficiency and patient-focused care.

Starting with Manage version 7 and seamlessly transitioning to the more robust Manage version 9, Adam and Amy have leveraged these tools to dramatically enhance their clinic’s operations. This technological upgrade has minimized their administrative workload, allowing them to devote more time to what truly matters—providing unparalleled care experiences for every patient.

In a recent sit-down with Adam Chell, founder of Whitstable Hearing, we delved into how the features of Manage 9 have transformed their practice from the ground up, ensuring every process is streamlined and every patient encounter is exceptional.

Streamlining Operations with a Tailored Solution

Whitstable Hearing stands out as a family-run clinic known for its warm, community-focused care. Led by Adam, the clinic’s sole audiologist, and Amy, a skilled nurse specializing in earwax removal, the team also includes a dedicated receptionist and a bookkeeper. Together, they form a robust team committed to delivering exceptional hearing services.

From the clinic's inception, Adam knew that managing such a multifaceted operation required a powerful yet flexible Practice Management Software (PMS). After an exhaustive search that spanned several months and included a review of nearly every available system, Adam chose Auditdata’s Manage for its unmatched versatility and comprehensive feature set.

"Manage version 7 initially caught my attention due to its robust cloud-based platform, which was crucial for ensuring flexibility and accessibility," Adam reflects. "The recent upgrade to Manage 9 has retained all the advantages of its forerunner but enhanced the workflow significantly—making our processes smoother and faster." - Adam explained.

The team at Whitstable Hearing has found particular value in the advanced appointment reminder system provided by Manage. This feature has been instrumental in improving patient turnout and reducing no-shows.

"What differentiates Manage is the customization it offers. We can precisely tailor when and how reminders are sent, optimizing our interaction with patients. We’ve integrated automatic follow-up emails post-appointment because they allow us to incorporate detailed information and maintain our clinic’s branding. This method has proven far more effective than text messages, enhancing our communication and patient engagement."

Adam Chell

Whitstable Hearing

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This seamless integration of Manage into their daily operations has not only reduced the administrative load but has also allowed Adam and Amy to focus more on what they do best—caring for their patients. With Manage, Whitstable Hearing ensures that every aspect of the clinic runs as efficiently as possible, from patient intake and invoicing to marketing and follow-ups, all while maintaining the personal touch that their community values.

Enhanced Workflow: The Core Advantage of the New Version of Manage

At Whitstable Hearing, the transition from Manage 7 to Manage 9 has marked a significant leap in operational efficiency, particularly in terms of workflow management. One key enhancement is the Noah integration, Bridge, a tool that seamlessly integrates Noah data, facilitating comprehensive patient data management with minimal effort.

Adam enthusiastically notes, “The revamped workflow with Bridge - Noah integration is a game-changer. It systematically checks for patient consents for treatment and notifications, crucial for compliance and for maximizing our marketing efforts. We've tailored a custom reminder within the workflow to capture these consents effectively, ensuring we never miss an opportunity for future engagements, such as our newsletters and promotional offers. This not only keeps our marketing database robust and accurate but also streamlines our entire communication strategy.”

The enhanced workflow feature proves especially beneficial as Whitstable Hearing plans for expansion.

"As we grow and onboard new team members, Manage with Bridge provides a structured framework that ensures every employee delivers the same high standard of care."

Adam Chell

Whitstable Hearing

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This uniformity is critical in meeting patient expectations consistently, regardless of who they interact with at the clinic.

Moreover, Adam leverages the workflow system, integrated with Bridge for direct access to Noah data, to conduct thorough patient surveys and secure informed consent for services like earwax removal, making the process both efficient and user-friendly. “Using Manage, these tasks are quicker and less cumbersome, allowing us to focus more on patient care rather than administrative duties,” he adds.

Through the strategic use of Manage’s workflow capabilities, integrated with Noah for seamless data management, Whitstable Hearing not only enhances the quality of care provided but also ensures operational consistency and compliance, paving the way for a scalable and sustainable practice model.

Enhancing Clinical Efficiency with Manage: A Comprehensive and Future-Proof Solution

Adam Chell highly values the simplicity and powerful functionality of Manage, which drastically reduces the time spent on routine administrative tasks. "The one-click operation to open Noah and switch to the journal may seem minor, but it significantly cuts down on administrative overhead, allowing us to maintain a smooth flow of patient care," Adam explains.

Manage’s dual capacity to handle both essential and additional tasks—such as generating referral letters and completing invoices—provides Adam and his team the flexibility to customize their administrative actions according to each patient's needs. "These adaptable features, which weren't my initial focus, have proven invaluable in making our operations both flexible and patient-centric," he adds.

The system's modern interface, hosted on Microsoft Azure, enhances its usability and ensures reliability and scalability. This cloud service platform, along with integrations like Zapier, allows Whitstable Hearing to automate workflows and seamlessly connect with other apps and services, enhancing their operational efficiency significantly.

"With Azure, we benefit from robust security and the ability to scale our computing resources as needed, which makes our system future-proof. The ability to increase server speeds on demand ensures that our operations can expand without being hindered by technical limitations."

Adam Chell

Whitstable Hearing

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Furthermore, the integration of Manage with Acuity Scheduling ensures that appointments booked are immediately blocked in both systems to prevent double bookings, a feature Adam finds particularly beneficial. "It’s also worth noting that invoicing and claims management have become much easier with the new system, which offers more autonomy suited to the needs of small independents like us," he notes.

Another significant enhancement in Manage is the automatic text messaging for appointment confirmations. "This feature is particularly useful for reducing no-show rates in pediatric appointments, where they are notoriously high. It also alleviates the need for advance payments, which can often deter patients," Adam explains. This improvement in patient communication not only enhances service perception but also supports a more trusting and transparent patient relationship.

"Manage not only simplifies our work but also enhances the quality of interactions we have with our patients. It reduces stress and allows us to focus more on delivering top-notch care, rather than getting bogged down by cumbersome systems."

Adam Chell

Whitstable Hearing

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Exceptional Support and Seamless Onboarding

When Whitstable Hearing first integrated Manage 7 into their operations, the entire team, led by Adam, underwent comprehensive training to ensure they fully leveraged the software’s capabilities. Recently, they upgraded to Manage 9, and the transition was supported by the exceptional customer service that Auditdata is known for. Throughout both onboarding processes, Adam praised the outstanding support they received.

"From the initial setup to daily operations, Auditdata's support has been nothing short of remarkable," Adam shared. "Our designated Customer Success Specialist, Teresa, has been particularly impressive. No matter the time of day, she’s immediately responsive to our queries. Her proactive approach in testing solutions and resolving issues swiftly has greatly enhanced our experience."

"It’s refreshing to interact with a team that genuinely values our feedback and actively works to make improvements. This level of care makes us feel more like partners than just customers."

Adam Chell

Whitstable Hearing

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He also noted the user-friendliness of Manage 9, likening it to upgrading from one iPhone model to another, which signifies minimal disruption and a gentle learning curve for his team. "The similarity between Manage 7 and 9 has streamlined our transition, allowing even our newest team members, who are new to the industry, to adapt quickly and confidently."

Adam concluded, "The personal touch and rapid responsiveness from Auditdata have made all the difference. It’s empowering to know that even as a small clinic, we receive the same level of attention and support as larger enterprises. This not only boosts our operational efficiency but also assures us that we have a future-proof system tailored to our evolving needs."

“Why Would Clinics Use Any Other System?”

“I would 100% recommend Auditdata, particularly for small independent clinics that want flexibility,” Adam said. “Auditdata is based in Europe, and so the support is in our time zone and the systems are developed for us. For other systems, in my experience, they go, ‘Oh, we've got this integration in the US only.’ And so actually all of the nice features, they're just targeting their own local market, whereas Auditdata works globally. They work with Australia closely, with the UK, the US, and all over. There's a lot of flexibility in the way Auditdata has set up the operation, and it's really forward-thinking.”

"With Manage, Auditdata is going to be miles ahead of the competition for a few years. Why would anyone go for any other systems? It just wouldn't make sense, because Manage is intuitive and easy to use."

Adam Chell

Whitstable Hearing

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