You may be wondering a little about how I came to be here with you today.
Let me tell you a quick story about bad dental experiences.
Ever since I started as a dentist, I had an inkling that good treatment wasn’t just about the quality of the work I do in your mouth. It starts before you even enter the practice. And it doesn’t stop after the anaesthetic wears off.
Good care is about how you make someone feel from the start to the end. And while there is no clinical study which shows this, I have seen the oral health of patients improve. This is simply because they book and attend more often.
But putting these ideas into practice wasn’t always possible...
"Good care is about how you make someone feel as well as the quality of the work"
At the time I was an associate at a practice. I wanted to focus on the complete experience for my patients. But I had no control over the surgery setting or the post treatment care or even staff training.
I was struggling with creating a friendly, professional environment for my patients. I was convinced that creating this kind of experience would mean people would come to the dentists more often. This would allow them to avoid painful treatments, have healthy teeth and save money.
I didn't own the practice, so making these fundamental changes was hard. I was getting more and more frustrated.
I when I tried to make these changes, things became difficult. I had no ultimate control over the way the practice was set up.
End result, nothing really changed.
This meant I couldn't ensure my patients felt understood and valued.
As you can imagine, this was frustrating, but I wasn't ready to give up on my dream. One day I would establish the standard of care I felt every patient deserved.
I put my money where my mouth was (pun intended) and I bought my own practice.
Now I had a mortgage and a practice in a completely new part of the country where nobody knew me. But would these grand ideas of mine work? Would patient's care or even notice?
They did and they do.
The Big Secret...
I soon discovered the key to making this work was to nurture a happy staff team. A team who are warm and welcoming. A group of professional people who build friendships and get to know their patients. This allowed me to create the experience I dreamed of. I was able to:
- Genuinely deliver total end-to-end care
- Deliver a warm, professional and consistent experience to my patients
- Ensure every patient leaves my surgery with a brighter and more confident smile.
I'm proud of the practice we run. I never have to worry that my patients aren’t getting the best total care ever again.
And that’s why we run our practices the way we do.