Sterling Dental Group implements paperless self-audits to ensure the highext standards of care

sterling dental middlesex

Industry

Healthcare

About

Sterling Dental Group is a medical practice, educational institution and charity based in the UK. The group includes dental clinics offering a wide range of treatments and advanced oral surgery. Sterling Dental College is a professional training facility offering postgraduate courses and hands-on clinical training. Additionally, the practice is very active in charity, fundraising and community building initiatives.

Location

UK, Middlesex

The requirement: efficient collection and analysis of data from the field

Sterling Dental Group is a UK medical practice, educational institution and charity. It is a member of the British Dental Association, the leading quality assurance programme for UK dental practices; it is compliant with the Care Quality Commission [CQC] regulations and have been active in the provision of postgraduate Dental Education and Training

Choosing GoAudits as the all-in-one collaborative tool

The Nuance Advisory team selected GoAudits because of its easy-to-use mobile app, as well as powerful analytics dashboards. “The advantage of GoAudits is definitely that it is an “all-in-one” solution. The front-line auditors, internal project management and our customers can now all work with one tool”, says Tobias Müller.

Efficient quality audits of premises, customer service and more

Nuance Advisory mystery shoppers and auditors use GoAudits to assess the quality of premises and services from the customer perspective: 

  • Premise cleanliness and tidiness
  • Correct promotion and information displays
  • Service standards: reception by staff, waiting times…
  • Staff adherence to standard operating procedures: e.g. following a script, asking/offering loyalty cards, explaining current promotions…
  • Staff knowledge and ability to provide qualified advice
  • …and various additional quality criteria.

With the user-friendly mobile app, the auditors can easily upload evidence photos snapped on their device, automatically tag the GPS location and time-stamp, and send the information in real-time to the head office. “By using GoAudits, we have clearly gained efficiency in the implementation and evaluation of the audits,” estimates Tobias.“The system and the app for mobiles and tablets work very quickly (no long upload / download times).” 

Regarding other features his team particularly appreciated, Tobias highlights the flexible reporting and  analytics dashboards: “The layouts of the individual test reports are flexible and can be adapted to each of our customers. Moreover, the graphical preparation of the data is clear and easy to understand: the data can be visualised in depth by simply clicking on the chart”.

mystery shopping app

Time savings, reduced costs and efficient collaboration with client teams

In addition to more efficient audits, the company improved transparency towards its customers, saving lots of time and resources by allowing their clients to self-service: “Our expenses related to client feedback or image management have been reduced, since the customer always has his own login and can independently call up all evidence and data,” explains Tobias. 

Coming onboard and rolling out the system was made easy by hands-on customer support from GoAudits. “We were extremely satisfied with the personal support. Although we operate in Switzerland and the GoAudits team is in London, we always had very close contact and were able to set up video calls for meetings at short notice,” explains Tobias. “Our contact person was called a “Success Manager”, who absolutely deserves his name!”

For more information on GoAudits for mystery shopping, click here.

nuance advisory

By using GoAudits, we have clearly gained efficiency in the implementation and evaluation of the audits. The dynamic graphs make data clear and easy to analyse.

Additionally, expenses related to client management have been reduced, since the customer can always login and independently call up all evidence and data.

tobias muller nuance advisory

Tobias Müller

Managing Partner
Nuance Advisory

goaudits app

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