How a UK dental group put three sites on one phone system.
UK dental group, three practices, three different legacy phone systems, no unified appointment-handling, patients getting frustrated transferring between sites. Here's how we consolidated onto one cloud platform.
What we hear every week.
The frustrations behind why businesses search for dental phone system case study in the first place. If any of these feel familiar, the fix is straightforward.
Three systems, three sites
Each practice on a different legacy phone system, no inter-site transfers, no shared reporting, no consolidated voicemail. Staff at each site treating the others as separate businesses.
Transfers between sites broken
Patient phones reception at site A wanting an appointment at site B — reception has to manually give the other number and hang up. Roughly 20% of those patients don't follow through.
No practice management integration
Calls couldn't be linked to patient records. Reception had to look up the patient manually during every call. Slow, prone to errors, frustrating for both staff and patients.
No compliant call recording
Group wanted call recording for training, complaints management and GDPR-compliant retention. Existing systems either didn't record or recorded to local storage with no proper retention.
What we recommended and installed
Telexico cloud VoIP platform across all three sites, consolidating onto a single number plan with unified hunt groups and inter-site transfers. Integration with the group's practice management system (Software of Excellence SOE) for click-to-dial and patient record pop-up on inbound calls. Call recording with encrypted storage and configurable retention to GDPR standards. Each site got new IP handsets and softphone apps for reception staff. Number porting transferred all existing patient-facing numbers cleanly. Cutover phased site-by-site over four weeks.
The Telexico approach to dental phone system case study.
Six things our customers consistently tell us matter.
Three sites, one platform
Unified phone system across all sites — free internal calls, seamless transfers, shared voicemail, consolidated reporting.
Practice management integration
Patient record pop-up on inbound calls; click-to-dial from patient records; call notes saved back to the patient file.
Compliant call recording
All calls recorded with encrypted storage and 7-year retention configured to dental regulatory standards.
Patients call any site, reach any practitioner
Inter-site transfers seamless; patient calling site A wanting site B can be transferred without losing the call.
Practice-level analytics
Group sees call volumes per site, missed calls, peak hours, conversion to appointments — practice-management insight that wasn't visible before.
UK install and support
Wolverhampton-based engineers; UK business hours support; clinical-day operating hours respected for support windows.
Why this setup fits UK dental groups
Dental groups have a particular phone reality: high inbound call volumes, appointment-driven workflows, regulatory requirements around recording and retention, and multiple sites that patients increasingly expect to feel like 'one organisation'. Cloud VoIP with practice management integration delivers all of that — and consolidates three legacy maintenance contracts into one.
How it works for businesses like yours.
Three real-world setups we deliver across the UK.
UK multi-site dental groups
Two-to-ten practice groups wanting a unified phone platform, practice management integration and consolidated reporting.
Private healthcare groups
Clinics, GP practices, physio groups — similar phone profile, similar regulatory requirements, similar consolidation opportunity.
Specialist healthcare practices
Specialist clinics with high-value, low-volume patient interactions — call quality and recording reliability are particularly important.
The ongoing support relationship
Beyond the install: practice manager training, named UK account manager, monthly call analytics review, and patient-facing change-management support (e.g., 'how do we tell patients about the new transfer between sites' — we helped with reception scripts). When the group opened a fourth practice, extending the platform was a few days' work rather than starting from scratch.
What you actually get from Telexico.
Honest about scope. No aggressive sales tactics, no surprise renewal jumps, no tier-1 call-centre triage. Real UK engineers, transparent pricing, one provider relationship across the stack.
UK-based provider
Wolverhampton-headquartered. Engineers cover the West Midlands daily; UK-wide install via our partner network. Real UK engineer support, UK data residency, UK contractual relationship — not US-routed SaaS.
Real engineer support
When you call Telexico, you reach someone who can actually fix things. Response SLA backed by real engineering capacity rather than call-centre headcount. Named account manager for ongoing customers.
Free infrastructure review
Every engagement starts with a no-obligation audit of your current setup. Honest recommendation — sometimes that's "stay with your current provider after negotiation." We'd rather be honest than oversell.
Transparent pricing
What you sign for is what you pay — including renewal. No teaser pricing that jumps 30-100% at year two. No mid-contract CPI shock. Predictable multi-year cost from day one.
One provider, one platform
Broadband, hosted VoIP, business WiFi, AI Receptionist, 4G/5G failover, CCTV consolidated onto one Telexico relationship. Single bill, single support number, single engineer when something needs attention.
Migration project-managed
Switching to Telexico isn't DIY. We handle contract audit, notice timing, ordering, parallel running, cutover, old-provider close-out. Customer-visible disruption typically measured in minutes.
Tailored around your business.
Tell us what you have now and what's frustrating you. We'll come back with a tailored review of where we can simplify, consolidate or improve it — no fixed-package pressure, no hard sell.
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Free infrastructure review
Send us your current setup. We'll review what you have, what you pay, and where we can simplify.
Frequently asked questions
How long did the dental group install take?
Six weeks end-to-end. Two weeks for design and pre-cutover work (number porting initiated, practice management API integration tested), three weeks of site-by-site cutover (one practice per week with parallel-running), one week of post-cutover tuning. Patient-facing numbers unchanged throughout.
Did patients notice the change?
Mostly only the improvement — calls connected faster, transfers between sites just worked, hold times reduced. The phone numbers patients called stayed the same. Internal experience for reception staff changed significantly because of the practice management integration.
How does call recording compliance work?
All calls recorded with encrypted storage. Retention configured to 7 years to align with dental record retention standards. Access controls restrict playback to authorised practice managers. GDPR-compliant by default with subject access request workflow built in. Patients informed via the standard greeting.
What practice management systems do you integrate with?
Software of Excellence (SOE), Dentally, Carestream R4, EXACT (Microminder) — covers most UK dental PMS platforms. Integration depth varies by platform; we audit during pre-sales.
What about clinical software like CT and DEXIS imaging?
Separate network considerations from the phone system, but we typically audit and review the whole network when installing phones — many groups also upgrade their broadband and WiFi as part of the same project. We can quote on the whole stack.
How does inter-site transferring work in practice?
Each practice has its own DDI numbers and its own hunt group. Reception can transfer a call to another practice's hunt group with a single button press; the call appears at the destination practice as a normal call with the original caller's number preserved. Transfer drop-rate is near zero.
What about adding a new practice to the group later?
Easy — the platform is centrally managed. Adding a new site means provisioning numbers, sending handsets and softphone licences, and configuring the hunt group. Typically two weeks from go-ahead to live.
Apply this to your business?
Reading the guide is one thing; applying it to your specific operation is another. Send us your current setup — we'll review what you have, what fits, and where to start. No hard sell, no fixed-package pressure.