Dr Phillip Palmer, August 2014

How were you introduced to Prime Practice?
My front office coordinator had worked in a Prime Practice before and suggested I do the Practice Owner’s Workshop as I think she realised more than I did at the time that we needed some direction.
At the Practice Owner’s Workshop, I was really impressed by how much I didn’t know and how much other practices seemed to know about their businesses. I had a good basic understanding of the rudiments of the practice but it became apparent that I could take the practice to another level. I wanted to focus on the opportunities that I could see others were pursuing and Prime were obviously experts in their field, so after I’d had my practice for 5 years it was time to take control.

So I joined the Practice Management Program with the aim of improving my business skills. I didn’t realise how much impact the communication skills side of the program would have on my life and practice. This in itself was a revelation. Improving my communication skills with my patients as well as the team, has increased my confidence, which allows me to communicate better and so enables my patients to choose their treatment optimally.

What has changed in your practice?
Financially I am much more on top of expenses and where my money goes and how to reduce expenses wisely. Also I can make good business decisions as I can better forecast my income.
With my coach’s help, we have set goals for my business, so I have something to work towards which gives me a good sense of direction and an understanding of how to attain those goals.
Understanding more about the business, I have confidence in where it’s heading and this allows me the freedom to enjoy the dentistry and I find it easier to present treatment options. I am learning how to confidently separate treatment planning from the cost of the treatment and am becoming more able to diagnose as if treatment was free, which is surprisingly liberating. As a result, I am getting increased treatment acceptance because of my ability to communicate the dental problems and potential outcomes to my patients so they understand and take responsibility for their own conditions and want what is best for them.

In a nutshell, Prime has given me the ability to look at my practice as a business objectively with a range of comparative measures to improve the business, without losing sight of the fact that we are here to help our patients have the best possible dental care. I am now practicing the way I want to and doing the work I want to and have the energy to do continuing education and keep up with everything. It has given me the confidence and the desire to do things like Invisalign and ortho and given me the support to get onto marketing and social media.

Have you had any financial growth since joining Prime Practice?
Yes, the income and profitability have both improved markedly.

Have these changes affected your life outside of work?
Yes! Knowing that my business is running better I feel more confident generally and instead of nagging doubts about aspects of the practice, I can switch off more easily. This in turn flows into a better home and social life. A sole practitioner can feel very isolated and Prime Practice has helped enormously in removing that isolation. My coach has been very supportive in making changes to the practice. In addition I’ve met some other dentists and joined a peer support group that is invaluable to all of us in helping each other and most enjoyable into the bargain!