Serio Dental – London Practice of the Year 2025  – required a self-service kiosk front-solution that could keep pace with their growth. With Convene, Serio Dental successfully digitised their patient journey, transforming their Front Desk from administrators into providers of concierge patient experience

Rapid Growth required a new, more efficient patient flow

In just 18 months, Serio Dental grew from a single clinician to a team of 12. This exponential growth, while a testament to their clinical success, placed immense pressure on the administrative team.

As Dr. Sulaman Anwar, CEO and Clinical Director of Serio Dental, explains in his testimonial: “That growth has brought about a lot of challenges, especially on our Front Desk team.”

The team was spending critical time managing paper forms, manually entering patient data, and dealing with payments, tasks that slowed down the entire practice and distracted them from higher-value patient engagement. Serio Dental needed a self-service kiosk that would free up their staff and streamline the patient journey from start to finish.

Digitising the Front Desk for optimised patient flow, accuracy and control

Serio Dental chose the Convene self-service kiosk to digitise the patient journey journey, placing control directly into the patient’s hands while automating compliance and administrative tasks for the practice.

The Convene kiosk handles

Check-In within 19 seconds. Significantly reducing waiting times for patients and enhancing their perception of Serio from the first moment

Data capture & Compliance: Convene ensured that any missing mobile and email addresses were collected from patients, and made it easy for patients to complete their medical history forms

Payments: Automated payments and receipts – greatly reducing the burden of manual administration on the patient and the Front Desk 

Appointment Booking: Patients were able to easily book their next appointment, without having to queue at reception

Promotion: Serio are able to promote other services e.g. membership and finance plans in a discreet, consistent manner to their patients

Dr. Anwar’s Perspective

Dr. Anwar’s Perspective

Dr. Anwar highlights how Convene shifts the focus for his key team members:

“Convene have really developed an amazing product, a self-service kiosk, which is there to compliment the staff so that the patient journey is very successful. But it also allows our receptionist to focus on more advanced roles such as treatment coordination, rather than being distracted by patients coming in and out.”

The Impact: People-First Efficiency

The implementation of Convene delivered significant, measurable benefits across Serio Dental’s operations, fulfilling the core objectives of increasing efficiency and allowing staff to drive business growth.

1. Focus on Conversions, Not Form-Filling

By automating all routine check-in and data collection, the Front Desk was immediately redeployed to focus on proactive upselling and managing complex queries, directly contributing towards both revenue growth and patient experience

2. Clean Data, Seamless Integration

Convene’s deep integration with multiple PMS systems ensured that all data captured on the kiosk flows seamlessly into the practice management system. This eliminates manual entry, duplication, and downstream errors that occur with manual adminstration

3. Governance by Design (CQC Readiness)

For a modern UK practice, compliance is non-negotiable. Serio Dental noted that Convene helped to ensure

Time-stamped logs and audit trails, simplifying their readiness for CQC inspections

Standardised intake for consent and patient preferences.

GDPR compliant workflows

The Serio Dental Testimonial

“We’ve rolled out Convene’s self-service check-in kiosk at Serio Dental to eliminate manual administration and to free our team to grow the business. The results have been clear: we have standardised our intake, reduced manual entry and duplication errors via Convene’s deep integration with our PMS, and achieved governance by design. Most importantly, reception bandwidth is now completely redeployed to patient communication, treatment conversations and complex queries.”

Dr. Sulaman Anwar

Looking Ahead

Serio Dental views Convene not just as a solution to current challenges, but as a strategic partner for future expansion.

“Moving forward, we’re really excited to be working with Convene because they are launching new functionality to help us grow our business.”

Convene continues to help Serio Dental deliver a first-class, efficient, and compliant patient experience, positioning the practice for continued exponential growth in the highly competitive UK dental market.

— Dr. Sulaman Anwar, Serio Dental