Client interview, February 2016 - Interview with Dr Ricardo Paez - Principal Dentist at Family Dental Group

How were you introduced to Prime Practice? How long ago?

Just over one year ago, I was talking to our account person at Henry Schein and they suggested I attend the 1 ½ day Practice Owner’s Workshop. I really liked what I saw. I learned techniques on how to deal with staff and how to have patients that are more loyal and remain with you in your practice. This is the stuff you just don’t learn at dental school. I have done lots of clinical seminars in my years of practicing, but never anything on how to run a dental practice. I knew we were going to grow our business quickly given the number of patients that were coming in and I wanted to open another practice too, so I went along to see if Prime Practice could help us on our journey. And I am so glad that I did.

What has changed since joining?

The structure of the practice has changed in so many ways. We have systems and procedures in place to make everyone’s jobs easier on a day to day basis. I have appointed one of the team members to be our practice manager and she is key to ensuring jobs get completed. My overall communication with the team has improved, so I am able to delegate more and this makes everyone feel better about their jobs. Because I have less on my plate and my team is more responsible and motivated I no longer feel that I am the only one thinking about the practice.

Prior to Prime Practice, communications with the team would be very casual and random and done in between patients with no agenda and no follow up. Eventually things got done but now, with our regular team meetings, communication is more formal and things get done more efficiently and effectively.

How do you make use of the Prime Engine?

We use the Prime Engine for our team meetings. We will watch some of the video content and take-away nuggets of information to help the team improve. I also use the Engine to track daily production. I love numbers and seeing what is going on, it’s not about the money; it’s about seeing trends. Now that we have a new employee dentist and hygienist, it is good to understand how they are producing too. When things are down, you can see exactly where you need to take action.

How do you think Prime Practice has helped you with setting up a new practice?

Prime definitely helped with implementing systems early on in the piece before we started the new practice. As a result, the transition has been a lot easier. Most of the team work on both sites, so it is easy because the systems are almost identical. They can see both practices and recognise things that need to be improved in the different places.

How do you think Primespeak has impacted your business?

I did Primespeak in August last year. I definitely took away some pointers on how to express treatment differently and sometimes take a different approach. I definitely have more confidence to present the ideal treatment options to my patients and as a result, I have increased the amount of high end dentistry procedures that I am doing.

How are you finding the coaching experience?

My coach and I have a really good relationship. We have regular contact when needed and he is great at giving me lots of insights into my practice.

For example, I have just put on a new dentist and hygienist in the last few weeks. It’s clearly early on, but they are already doing full days. My coach was integral in helping me to move patients from me to the hygienist or new dentist. I was given a checklist on how to do it and now it is easy.

He understands my view of my practice and is a great support to have. I have never had a coach in dentistry, but because I was always involved in a lot of sports, I have learnt how to trust, listen and do what the coach says to help me achieve my goals. It has been working the same way.

If not for Prime Practice, where do you think your new practice be?

I think I would be divorced by now and paying lots of child support! We had a 3 year old and a new born when we decided to buy the second practice, so it was all hands on deck at a really stressful time in life. My wife is a dentist too and has taken on board all that Prime Practice has to offer. We would have really struggled without the systems and having the team fully on board.

Learning to delegate was a big thing. Once I was able to let go of things that could be done by someone else, it has freed up a lot of my time. I was doing too much clinical and managerial work and was up every night until 11pm. Now, thanks to all the new systems, I can leave work at a reasonable hour and come home and enjoy time with my young family.

Prime Practice have been helping dentists and their teams to run successful practices for the last 20 years. 

Learn how we can help you at our next Practice Owner’s Workshop, where you can learn the fundamentals of owning a dental practice business. Learn more about Practice Owner's Workshop.