Parkside Dental Practice
-41%
DNA rate reduction
$18K
Annual revenue at risk recovered
6 hrs
Admin saved per week
A 22% DNA Rate Draining $18,000 Per Year
Parkside Dental Practice, a four-dentist clinic in Vancouver's Kitsilano neighbourhood, had a did-not-attend (DNA) rate of 22% — well above the 10–15% industry average. The front desk team made manual reminder calls the day before each appointment, but phone calls were frequently unanswered or ignored.
Each empty chair slot represented approximately $180 of lost revenue. At 22% across 450 monthly appointments, the annual cost exceeded $18,000 — plus the staff time spent on failed reminder calls and rescheduling conversations.
Two-Stage SMS Reminder with Cancellation & Rebooking Flow
Engium integrated with Parkside's booking system and automated a two-stage SMS reminder: a message 48 hours before the appointment asking patients to confirm or cancel, and a second message 4 hours before as a final prompt. Both messages included a direct link to reschedule.
When a patient cancels, the system automatically alerts the front desk and offers the freed slot to patients on the waiting list — a capability the practice had never had the resources to operate manually.
Patients confirm or cancel with a single reply. Freed slots are redistributed to the waiting list without staff involvement.
DNA Rate Cut from 22% to 13%, Waiting List Now Self-Managing
Within 90 days, the DNA rate dropped from 22% to 13% — a 41% reduction. The practice estimates $14,000 in annual revenue recovered in the first year, against a Starter plan cost of CAD $348. The front desk team eliminated the daily reminder-call block from their schedule, freeing approximately 6 hours per week.
The waiting list feature — previously unused — now fills 55% of cancellations with a same-day patient, further improving chair utilisation.
22% → 13%
DNA rate
$14K
Revenue recovered (yr 1 est.)
55%
Cancellations refilled same-day
6 hrs
Admin saved / week
“The reminder calls were the part of my day I dreaded most — half the time nobody picked up. Now Engium sends the texts, patients reply when it suits them, and our chair utilisation has genuinely improved.”
SKDr. Sarah Kim
Principal Dentist, Parkside Dental Practice
“The reminder calls were the part of my day I dreaded most — half the time nobody picked up. Now Engium sends the texts, patients reply when it suits them, and our chair utilisation has genuinely improved.”
Dr. Sarah Kim
Principal Dentist, Parkside Dental Practice
Parkside Dental Practice
About the Business
Parkside Dental Practice is an independent family dental clinic in Kitsilano, Vancouver, offering general dentistry, cosmetic dentistry, and orthodontics. The practice has four dentists and serves approximately 2,800 active patients.
Size
4 dentists · 2,800 patients
Founded
2013
Headquarters
Vancouver, Canada
Plan
Starter
Channels
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