Solutionreach Review, Pricing & Features: High-end Patient Communication Software

Solutionreach Review, Pricing & Features: High-end Patient Communication Software

Solutionreach is a popular patient communication system that's widely used in the medical industry, and is especially popular among dentists and optometrists.

Pros

  • Popular, established product used across several medical fields, especially dentistry and optometry
  • Robust communication capabilities help reduce no-shows and reactivate patients
  • SR Conversations makes it easy to quickly communicate with patients via text messages

Cons

  • Requires long-term contract that can be difficult to get out of, and auto-renews
  • Additional fees for certain modules, such as SR Schedule and SR Smart Reviews
  • Communication history with patients is not aggregated into single inbox, which can negatively impact patient engagement

Editor's Rating

4.0/5.0

What is Solutionreach?

Solutionreach (formerly Smile Reminder) is one of the major players in the automated patient communication space. While dentistry is its largest category, it's also popular in other medical professions such as chiropractic, dermatology, optometry and primary care. Solutionreach includes many useful features to help improve your practice’s patient engagement including: two-way messaging, online appointment scheduling, digital patient intake forms, and patient review solicitation.

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Table of Contents

Solutionreach Full Review

Founded in 2000, Solutionreach (formerly known as SmileReminder), has a long-standing reputation as a leader in the dental patient communication software space. Today, it's still one of the most robust patient communication systems on the market, and is used in dentistry and medical fields including dermatology & optometry.

Like many other communication systems, Solutionreach helps your practice reduce appointment no-shows, reactivate patients, and solicit reviews. Users we've spoken to are generally happy with the system and the value that it adds to their practice.

Many Solutionreach users report that they were successfully able to negotiate lower monthly fees and waive the $399 one-time setup fee. Therefore, it's worth having a discussion with your sales representative prior to committing to a long-term contract. Many users also report experiencing difficulties with exiting their contract, especially since the contract auto-renews. If you are in a current contract and wish to exit it, you'll need to remember to terminate it prior to the contract auto-renewing.

Solutionreach competes most directly with Lighthouse 360 and RevenueWell. More recently, newer innovative systems like Doctible and NexHealth have also begun competing with Solutionreach. If you prefer a tested solution that has proven itself with over 25,000 customers, then Solutionreach is an ideal option.

Solutionreach Pricing & Cost

Solutionreach pricing information is below. Pricing is often reduced if several tools are purchased in a bundle.

  • $299 per month for base platform and SR Conversations & SR Pay
  • $399 setup fee (sometimes waived)
  • Add-on monthly cost: $39 for Telehealth, $79 each for SR Schedule, SR Intake, SR Spotlight; $99 for SR Smart Reviews
  • Free demo.
Special offer for SoftwarePundit readers: Receive a $25 Amazon Gift Card when you schedule a demo through our referral link, and a $250 Visa Gift Card when you become a Solutionreach user.

Solutionreach Features

Below, we'll discuss Solutionreach's key features, and how they can benefit your practice.

Automated Messaging

One of Solutionreach's most important features is robust, automated messaging, which helps remind patients about upcoming appointments, reactivate inactive patients, and collect payments. The system integrates with your practice management software, so that it can send messages automatically. Messages can be sent through text, email or voice. In addition, you can customize the timing of messages in most campaigns.

Appointment Reminders

Using appointment reminders to reduce no-shows can have a dramatic impact on your practice's production. Solutionreach claims that the average practice has a no-show rate of 5-10%, which equates to roughly $50k of lost revenue per year. They also claim that their automatic appointment reminders can reduce your no-shows by 30-40%.

Patient Recall

Reactivating patients can also significantly impact your practice's production. Solutionreach automatically sends messages to patients who have missed appointments, or are overdue for an appointment. You can send individual messages or create more complicated drip campaigns to maximize impact.

To learn more, you can experiment with our Dental Simulator to see how changes to your recall rate will impact the number of patients that your practice will see over time.

Payment Reminders

In addition to appointment reminders and recalls, you can use Solutionreach to send payment reminders. This tool helps increase your practice's collections, and reduce your A/R days. You can customize payment schedules to automatically send reminders at set time intervals and minimum balances.

solutionreach payment reminders

SR Conversations: Two-way Messaging

SR Conversations is a powerful module that facilitates communication between patients and your practice. It enables practices to send text messages from any desktop computer, and manage conversations with multiple patients simultaneously. Message history from previous conversations are saved directly into SR Conversations. The ability to text message increases patient engagement, and removes the overhead of phone calls. This is critical since 76% of patients prefer texts over phone calls.

SR Conversations syncs with many practice management systems, and will identify patients whenever you receive a message. If the patient’s phone number is unrecognized, the system will notify you that this message is from a new patient, and you can prioritize it accordingly.

SR Schedule: Online Appointment Scheduling

SR Schedule is Solutionreach's online appointment scheduling module. You'll be provided with a URL that leads to an online booking portal that can be placed on your website and social media. The URL leads patients to a portal, where they can view your available appointment times and book appointments.

To illustrate how this works, we can look at how Burba Dental Partners, a private dental practice in Salem, MA, uses SR Schedule to enable patients to book appointments online. This practice has an excellent web presence and online reputation, so it makes sense that they have invested in SR Schedule for online booking. After all, if potential patients are discovering your practice online, it makes sense to help them book appointments as seamlessly as possible.

When you visit Burba Dental Partners' site, you'll notice various buttons that enable you to book appointments online. For example, here's a screenshot from their homepage:

Burba Dental SolutionReach Example

You can see that the page includes a "Request an Appointment" button, which links to their SR Schedule page. You’ll be asked to select which provider you want to see, and what type of appointment you'd like to book.

Burba Dental SR Schedule Select Practitioner

Once you've selected a provider and the type of appointment, you can then view availability, and request an open slot.

Burba Dental Appointment Book

Since SR Schedule syncs with your practice management system, the schedule will automatically stay up to date, which helps avoid scheduling discrepancies. Another nice perk is that the system is able to intelligently book appointments for different durations, depending on the type of appointment.

SR Spotlight

SR Spotlight is Solutionreach's callpop tool that gives your front office staff critical patient information during phone calls. Because SR Spotlight integrates with most VoIP phone systems and practice management solutions, inbound callers are automatically identified. When a patient calls your practice, a pop-up window will appear with information including:

  • Caller ID
  • Next appointment date
  • Recall due date
  • Potential balance
  • Insurance information
  • Missing contact information
  • Upcoming birthdays
  • Prescribed but unscheduled procedures

SR Intake

SR Intake streamlines the patient intake process by allowing practices to send digital check-in forms by text or email. These forms are customizable to fit the specific needs of your practice. Currently, SR Intake only writes back data into Eaglesoft. Practices using other practice management solutions have to transfer patient intake data manually.

Patient Reviews

Solutionreach comes with the ability to solicit patient reviews. For no additional cost, you can upload these reviews to your own personalized website powered by Solutionreach. The company also offers an add-on called SR Smart Reviews which allows you to publish reviews to Google, Facebook and other third-party sites. SR Smart Reviews costs $99 per month, but is likely a worthwhile investment.

Personalized review websites on Solutionreach will have a URL like this: https://reviews.solutionreach.com/vs/YOURNAME. The layout will be similar to Burba Dental Partners’ website.

SolutionReach Reviews Site Example

Although this website is professional-looking, patients may perceive reviews on Solutionreach’s personalized websites to be less reputable than reviews on Google or Facebook. In addition, Google My Business reviews are a top SEO ranking factor for Google search. They’re also a valuable source of customer feedback. For these reasons, we recommend using SR Smart Reviews to solicit reviews for third-party review platforms.

Search results for “Burba Dental Partners” show that this practice has done an exceptional job of acquiring high-quality reviews on Google, Facebook, and Yelp.

Burba Dental Partners Search Page

SR Smart Reviews allows you to send your patients a review invitation through text messages. These messages can be sent automatically, or manually through the SR mobile app. SR Smart Reviews comes with “Intelligent Guidance,” an algorithm that informs you which patients are most likely to leave a positive review.

As with other patient communication software, we view reviews as a nice additional perk, but the core value of these systems is their appointment reminders and patient recall & reactivation capabilities.

SR Telehealth

Solutionreach has recently added a HIPAA-compliant telehealth platform. This platform is equipped with a video conferencing tool, so you can conduct face-to-face appointments with your patients. Additionally, you can leverage SR conversations to conduct text-based appointments. For example, patients could text you an image for you to review and determine if an in-person or telehealth visit is necessary.

SolutionReach telehealth

Marketing

Solutionreach is equipped with several digital marketing tools to help you engage your patients including: patient referrals, automated email marketing, and patient mapping.

Patient Referrals

Solutionreach allows you to increase patient volume by encouraging your patients to refer friends and family to your practice. You can add a Refer-a-Friend button on every type of communication in Solutionreach.

Automated Email Marketing

Solutionreach is an ideal tool to send your patients newsletters, special discounts, and multi-touch drip campaigns. Solutionreach makes creating digital marketing content easier with pre-built and customizable templates. Solutionreach also provides graphic designers that can help you utilize this tool optimally.

Patient Mapping

The patient mapping tool can help inform your marketing efforts by providing your patient’s geographic positioning. This tool is equipped with filters to sort your patient inflow by date and zip code.

solutionreach marketing

SR Pay

SR Pay is an electronic payment processing tool that allows practices to send payment requests by text. Patients receive a balance notification, and click a link to access a secure payment screen. SR Pay accepts credit, debit, HSA, and FSA. Merchant processing is handled by SwervePay.

Solutionreach Integrations

Solutionreach Alternatives & Competitors

Solutionreach competes with many other patient communication solutions that offer similar functionality. The best choice for you will depend on your budget, preferences, and priorities.

Solutionreach's top competitors are:

  • Lighthouse 360
  • Demandforce
  • Yapi
  • Revenuewell
  • OperaDDS
  • Weave
  • Legwork

In this section, we'll help you make the right decision by exploring how Solutionreach compares to two of its most popular competitors: Lighthouse 360 and Demandforce.

Solutionreach vs Lighthouse 360

Though both systems offer similar patient communication functionality, Lighthouse 360 is designed specifically for dentists, and comes at a lower price point. The other benefit to Lighthouse is that it doesn't require a long-term contract. In contrast, both Solutionreach and Demandforce require long-term contracts, and this is often a common gripe among their users. Lighthouse 360 also won the 2019 Dentaltown Townie Choice Award for Dental Marketing and Patient Communication Systems.

The major advantage Solutionreach has over Lighthouse is that its SR Schedule module enables patients to book appointments online. Solutionreach also offers a payment processing tool and teledentistry, which are not offered by Lighthouse 360. However, these products are not included in Solutionreach's base monthly fee. If you choose to purchase all of these products, Solutionreach is $477 per month vs. $299 for Lighthouse 360.

Solutionreach vs Demandforce

Solutionreach and Demandforce are both popular systems that offer similar functionality. Deciding between the two systems will most likely boil down to user preference, ease of use, and your relationship with your customer representative.

According to Gordon Christensen's Clinicians Report, which surveyed 735 dental practices in March 2017, Solutionreach was used by more respondents than Demandforce.

Though Demandforce also enables patients to book appointments online, the online booking portal isn't as user friendly. In general, patients aren't able to access your practice's schedule when they try to book appointments online through Demandforce, They can only request certain times, and those times may not be available. In contrast, SR Schedule stays up to date with your practice's schedule, so that patients are only able to request available appointment times.

Is Solutionreach right for you?

There are many reasons why patient communication software is an excellent investment. However, there are also several excellent solutions on the market offering similar functionality.

Solutionreach is one of the oldest, most reputable systems on the market. It is a premium option that's on the higher end of the price spectrum, if you consider the additional fees from optional add-ons such as SR Smart Reviews and SR Schedule.

For dentists, if you want to use Solutionreach purely for the patient communication capabilities, there may be cheaper options that suit your needs. However, the appointment booking module, SR Schedule, is the best out of the systems that we've reviewed.

For optometrists, Solutionreach is a great option since you can configure the system to send automated messages when your patients' glasses or contact lenses are ready to be picked up. This can be a substantial timesaver for your staff, and can help improve your patients' experience.

Solutionreach is a premier option in the patient communication space, and has over 25,000 customers. It's a worthy option, but consider other systems that offer similar functionality at a similar price point. Many users have reported being able to negotiate lower prices than the quoted $299/month fee and $399 setup fee. Prior to signing up for a long-term contract, we'd encourage you to have a conversation with your sales representative regarding their flexibility in price.

To learn more about Solutionreach, you can sign up for a demo here. If you complete a demo, you'll receive a $25 Amazon Gift Card. You'll also receive a $250 Visa Gift Card when you become a Solutionreach user.