Background
Crescent Lodge Dental is one of the largest and busiest practices, operating with a team of 18 clinicians across multiple specialities, including general dentistry and orthodontics, as well as implantology, periodontics, and endodontics.
With such a diverse and growing clinical team, maintaining consistently high standards of clinical record-keeping was a significant operational challenge. As Operations Manager, Kina Ivanova explains:
“As part of our process and compliance, clinical record keeping needs to be maintained to a high standard. Over the years, people change, or they miss things that can be crucial for the clinician and the patient record.”
To protect clinicians, strengthen compliance, and make audits easier, Kina began researching solutions - and that’s when she discovered Heidi Health.
The Challenge
Before Heidi, documentation quality varied from clinician to clinician, and annual clinical record audits frequently flagged gaps.
“Every practice manager will understand - we have to do clinical record audits every year. We had a case where a clinician had very poor records.”
Beyond quality, time wasted on documentation was impacting both clinicians and patient experience. Clinicians were spending up to 15 minutes per patient writing detailed notes, switching between templates, and making sure regulatory requirements were met.
The pressure on clinicians was significant.
The Solution: Heidi Health
Kina initially rolled Heidi out with two dentists, and the response was immediate.
“We started with two dentists, and they loved it. They spread the word across the practice. Now literally every clinician is using it.”
Heidi automatically listens to the appointment, captures every key detail, and produces compliant notes aligned with Crescent Lodge’s existing templates.
And accuracy was critical:
Measurable Impact
1) 60% Improvement in Record Quality
The practice used its standard audit template to evaluate clinical notes from a previously underperforming clinician.
“By using Heidi for the last six months, we can see an improvement in the records by 60%. That is a huge achievement and such a relief for managers because they know everything will be done in the correct way.”
2) Drastic Reduction in Admin Time
Clinicians across all specialities, including general dentists, orthodontists, implantologists, periodontists, and endodontists, reported major time savings.
“Their admin time reduced significantly. They just check the transcript, copy and paste it - one minute instead of 15 minutes of writing notes.”
3) Clinicians “Can’t Live Without It”
“They all fed back that they can’t live without it. It’s so easy - one button, it captures everything, and converts it straight into their compliance template.”
4) Better Patient Experience
With less mental load and more time in the consultation, patients feel more cared for.
“The dentist can spend more time focusing on the patient’s needs rather than thinking in the background about recording things. The stress around note-taking is huge in dentistry - Heidi removes it.”
5) Protection for the Practice and Clinicians
Heidi provides both structured clinical notes and a time-stamped transcript, invaluable in case of disputes or misunderstandings.
“If there is any discussion with a patient, you can go back and say: ‘This is what happened that day, word by word.”
Onboarding & Support
Implementation was fast and smooth.
What Kina would say to other practice managers
“Definitely go for it - no doubt, no second thought. It helps the clinicians, the nurses, the managers, and the practice. Heidi is a no-brainer.” - Kina Ivanova, Operations Manager at Crescent Lodge Dental Practice
Conclusion
For Crescent Lodge Dental, Heidi Health has become more than a documentation tool - it’s a foundational part of the clinical workflow that improves compliance, protects clinicians, saves vast amounts of admin time, and enhances the patient experience.
Crescent Lodge is now trialling Heidi’s AI receptionist to triage patient calls, answer queries and book appointments.
As Kina puts it:
“I’m so glad I found you. The clinicians can’t live without it now.”
