Client interview, April 2015 - Interview with Dr Leonie Clark - Principal Dentist at Leura Smilemaker

How were you introduced to Prime Practice?
Back in 1999, my accountant recommended that I go and talk to Prime Practice as I was having trouble controlling my expenses and running the business. I have been a Prime Practice client on and off ever since then- for nearly 15 years! We have taken a couple of breaks over the years. At one point we stopped for about 5 years, but little by little, everything slipped. We had lost our cohesiveness and edge. Our systems fell back and became eroded and we rejoined.

What has changed?
Now, I actually understand what my business is and what my role is. One of the interesting things is back when I joined Prime Practice I didn’t really want to run the business, but wanted to give myself the space to practice dentistry. It has taken me 10 years to realise that I actually enjoy running the business! We have systems to make life more comfortable and my days are lovely! As we have pre-blocks, I am able to do the ‘easier’ things when I want and ‘harder’ things when I want. When we get the very odd scrabbley day due to cancellations or something, it is terrible. I can’t imagine what work would be like with more of them! I am also a lot better at being consistent with my team: we have proper staff meetings and communication is much easier.

Had I not joined Prime Practice when I did, I would have literally worked myself to death. When I joined, I thought working lots of days and hours was a good plan. I got to the stage where I was giving everything to everybody and keeping nothing to myself. I was working harder and harder but take-home was getting lower- if someone looked at me the wrong way, I would give them a discount. It was not sustainable.

What is the biggest thing that changed?
Biggest shift has been realising that I have to run the business and becoming comfortable with it. I was terribly afraid of it initially, but I have really overcome this mindset. I am working towards having a self-managed team. If you would have said that to me ten years ago…I would have laughed…

Also, we have grown from a one dentist practice with a couple of team members to 3 dentists, 2 hygienists and a total of 12 team members with 4 surgeries. Sure, I would have grown to some extent, but not to this level and being ok with it.

How have you found the coaching experience?
I love the coaching. I have had a total of 3 coaches in the last 10 years. They have all been different and helped me at different points in my journey. My last coach taught me how to mindmap and I have found that really helpful in keeping a balanced view of the problem at hand. My latest coach has been helpful with all my recent staffing decisions I have had to make and execute. I had to retrench a team member which was quite challenging. She is helping me to make the hard decisions and not be scared of executing them.My coaches have evolved as my needs did.

How has Primespeak helped you?
It has taught me not to be nervous to talk about money with patients. But the biggest thing is mentoring new dentists with Primespeak and watching their figures go up as they start using Primespeak.

Have these changes affected your life outside of work?
Outside of work, I give myself more time and have more time. When I initially joined Prime Practice all those years ago, I soon found out I was pregnant. My team were taken on the Prime Practice journey in as much as I was in my part-time capacity. My team actually put in place all the systems which was amazing!

Because I have a bit more space in my life, I have started studying sedation and getting other dentists onboard to do the other dentistry. So I am spending less time in the office and not worry (most of the time).