The new login system uses multi-factor authentication. When a patient "registers" for the Portal, we are, in most cases, trying to match an existing record. Patients must supply at least one electronic contact method that's already on the patient record, which we authenticate with a code or one-time link.

We then authenticate a second contact method and ask the patient to set a password for convenience on their next visit.

This type of account security is similar to bank online security (as opposed to airline-style online check-in security). We recognise this increases friction for patients, but it also protects their medical information and contact details from hacking and phishing.

A typical practice finds it problematic to keep patient contact details updated - only 60% of patient records in Dentally have both email and mobile phone numbers. Up-to-date contact details are fundamentally important to appointment management.

Because of this update to the registration process on Patient Portal, 100% of Portal users have both email and mobile phone number, and both have been authenticated as genuine, preventing SMS communications from going to the wrong number.

The cancellation window is the time after which it is no longer possible to cancel an appointment. This time period was previously adjustable but is now fixed at 48 hours.

If the patient cancels within 48 hours of their appointment, we display a message prompting the patient to phone the practice to discuss. 48 hours should give adequate time for finding a new patient for the appointment slot. Online cancellation can be enabled or disabled via the admin dashboard.

A patient can no longer check-in through Portal. Few practices were using it. Some practices found this feature confusing and counterproductive if the patient had outstanding forms to complete.

We’ve removed appointment confirmations from Portal. We found when patients confirmed themselves digitally, it wasn’t the same assurance that practices could get through phoning. We’re researching what “confirmed” means to discover how we can provide practices with a better way to provide greater confidence that a patient will attend. Patients can still confirm by phone or by automated text message.

Google Analytics relies on cookies to identify users and record their activity. With the popularity of blocking software and cookie banner opt outs, platforms like GA are becoming much less accurate. We decided to remove the ability to add your GA tag to Portal. Our new platform allows us to record patient activity on the server. We’re working on building metrics and insight components which will be visible within your admin dashboard on Portal.

We removed the ability to include booking terms text on the Portal as we found most practices prefer to publish their patient terms and conditions in one place. We now recommend posting them on your practice website and sharing via the privacy policy.

We have removed the ability to create discount codes due to low patient usage and poor return on time investment for practices. We hope to reintroduce a feature which allows patients to uptake appointment offers at some point, but we are focused on adding value in other areas of the product for the time being.