Dr Phillip Palmer, November 2013 

Client: Dr Keith Hengpoonthana 
Practice: Newington Dental Care, NSW
Joined Practice Management Program: May 2011

How did you find out about Prime Practice? I found out about Prime Practice having worked for a practice that was in the Practice Management Program, they were also winners of their local business awards. I was impressed by the number of systems they had in place to ensure practice efficiency, the cohesion of their team in supporting one another and their patients regularly referred their family and friends. I decided as I set up my own practice, this would be the model to follow so I joined up with the Practice management Program.

Please describe the most positive impact Prime Practice has had on your practice and personal life: There are three main things that Prime Practice has helped me with. Firstly, they helped us create a vision for our practice. Once this was in place, the whole team had a common goal to strive for. This was important for my wife Kylie and I, as practice owners we wanted to be united in how the practice should operate, as we know of other husband and wife owned businesses that didn’t work out well due to disagreements. Secondly, Prime Practice provided a variety of systems that can be implemented to help us achieve that goal. Thirdly, our Prime Practice coach ensured that our team strived for that vision, and held fast to the systems that were working well and refined those that would help improve our services. A successful practice must have a good team; I believe Prime has helped me put together that team.

Do you think Prime Practice contributed to winning the award? We have been with Prime Practice now for 3 years, and since we started it had always been our goal to offer exceptional service to our patients. A mystery patient who had visited all of the finalists judged the award and we were pleased to know that this patient was impressed by our service. Treat every patients as if they were to judge you (like a first date!), and impress them – we learnt that from Prime.