Merimetsa Dental Clinic
by Louise Wahlström
From a hectic work environment to a calm workplace with happier employees and customers
Merimetsa Dental Clinic is one of the leading dental clinics in Estonia, located in Tallinn. The clinic offers the full range of dental care services to its customers, from basic dental checks to orthodontics and dental prosthetics. The company has invested strongly in different techniques, including digital ones.
Marje Everst, CEO of Merimetsa, has been with the company for more than 16 years and has been the CEO for the past eight years.
“It’s very important for us to be able to serve our customers in multiple ways. For instance, we no longer use dental impressions or moulds to create prosthetics,” she says.
Having such a unique and well-rounded offering means that the phone was ringing constantly at the clinic, affecting the work environment, but also the comfort of the customers coming in for treatment.
“Before we had Aurora teleQ, the phone was ringing constantly. It caused stress for our employees – you can’t focus on the task at hand if the phone goes off every few minutes, and having multiple people in the queue also adds to that stress.”
Everst says it also bothered the customers.
“We want our customers to feel welcome at Merimetsa Dental Clinic. We really want them to feel that they are in good hands and that we care about them. This means having a calm environment – and with a loud phone ringing all the time, we weren’t able to provide that experience to the standard we aspire to.”
After some early difficulties, customers and employees are happy to use the callback system
The clinic started using the Aurora teleQ callback service in 2018. At first, it was a bit challenging to get the employees onboard with the new system.
“For some employees, learning to use an entirely new system was a bit tricky – that’s how it tends to be with all new tools and technologies. But we are very happy with Aurora teleQ now, and all new employees learn the system very easily. Now, with no phones ringing constantly, the clinic is a lot calmer, as well,” says Everst.
With a more quiet work environment, employees can focus on a single task in peace, instead of multi-tasking. While stress at the clinic has decreased, the quality of the work has increased. The system also helps Merimetsa Dental Clinic to make sure every customer gets a callback as soon as possible.
“We are a private clinic, so we don’t want to miss a single phone call. If for some reason a customer hasn’t had a call back from us, we investigate why this has happened.”
Aurora teleQ helped Merimetsa stay open during the early days of the pandemic
The coronavirus pandemic affected several dental clinics in Tallinn, with many closing their doors for several months. However, the Merimetsa dental clinic stayed open. In the beginning of the coronavirus pandemic, only the emergency care staff was physically present at Merimetsa.
“I don’t know how we would have handled the situation without Aurora teleQ. Our employees, working remotely, were able to use the system from their homes and we were still able to answer all calls. Because several large clinics were not open, their customers came to us,” says Everst.
Everst thinks more healthcare organizations in Estonia should consider using a system like Aurora teleQ.
“It makes the workflow for healthcare professionals much easier.”