Case Study: Central Dental

Sparsely populated Alexandra in the Central Otago district of New Zealand’s South Island is Central Dental’s Amelia and Ben Paterson’s practice.

“A lot of our patients travel a long way to see us, so we’re establishing two new practices to make it easier for them to access the care they need,” said Amelia the practice’s principal dentist.”

Amelia and Ben bought their busy Alexandra practice in 2016 and had intended to review the business and build it up over time.

“It became clear very quickly that the business was extremely busy and we were run off our feet just keeping it ticking over”, Amelia’s husband and practice manager Ben said.

They enlisted the help of Sam Bain, Henry Schein One’s Customer Success Consultant to assist them with analysing and better understanding their business in order to be more patient-centred and profitable.

“We were booked solid for eight weeks which made it extremely difficult for us to assist patients requiring urgent care,” said Ben. “We needed to free up some time every day to be available at short notice”.

The dynamic duo initially added a second chair and commenced plans to expand beyond Alexandra. The two new practices are currently under construction and are expected to open by the end of the year, providing local communities better access to the dental care they need, when and where they need it.

The path to success

“We reached out to Henry Schein One’s Customer Success Program to help us take control”, said Amelia. “We were working hard but couldn’t meet our patients’ needs in a timely or profitable way. We’re very excited about our plans now and will be rolling EXACT practice management out to our new practices from day one”.

The Customer Success Program is a free service to Henry Schein One customers who seek to work with dental practices to achieve their goals. “We’re much more than a help desk”, Sam said. “We hold regular telephone meetings with our clients where we review and analyse their practice’s data and develop strategies together to improve their business,” he said.

“We’ve made significant progress in the first year on our recalls, workflow compliance and chair-time utilisation,” said Ben. “We’ve still got a long way to go, but we are making good progress on these critical factors. We regularly review our business data and we’re increasingly confident to address issues as they arise,” he said.

Focus on revenue growth

Practices that participate in the Customer Success Program typically report revenue growth of more than 20 per cent in their first 6 months. The program helps dentists take control of their practice’s key performance indicators such as:

  • Revenue
  • Chair-time utilisation
  • Unbooked time
  • Short notice cancellations
  • Failure to attends
  • Recall effectiveness
  • Billable hours
  • Average hourly earnings
  • New patient numbers
  • Debt

Customer Success Program participants will initially receive a free business health-check using their practice’s data, before receiving monthly progress reports. Participants also receive monthly one-on-one consultations and ongoing phone advice.

Are you interested in joining or learning more about the Customer Success Program?


Last Updated on 12 October 2021

Set your dental practice up for success