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In any patient-facing role, especially front-of-house (FOH), the way we speak matters. A lot.

It’s not just what we say—it’s how we say it. And when tensions run high, the wrong choice of words can turn a routine conversation into a complaint, or worse, a confrontation.
We see this all the time: a patient gets upset because they’re asked to pay a deposit, update their medical history, or accept that something they’ve requested isn’t possible. These are standard parts of running a safe, professional practice—but the language used to communicate them can either calm the waters or stir the storm.

When Words Work Against Us
Let’s take payment terminology as an example. Words like “deposit,” “advance payment,” “booking fee,” or “reservation charge” might all mean roughly the same thing—but they don’t feel the same.
 Deposit can sound like a test of trust: “Are you expecting me not to show up?”
 Advance payment might feel risky: “What if I need to cancel?”
 Booking fee can trigger defensiveness: “Why am I being charged just to book?”
 Reservation charge feels softer, more like a mutual agreement.

It’s not just semantics. These words carry emotional weight, and patients react to them based on their own experiences, assumptions, and mood at the time. A simple tweak—like saying
“This charge secures your appointment and goes toward your treatment”—can shift the tone from transactional to reassuring.

The Flashpoints We Often Miss
There are a few common situations where language tends to trip us up:
 When a patient wants something we can’t offer: Saying “We don’t do that” or “That’s not possible” can feel blunt or dismissive. Instead, try “Here’s what we can do” or “Let’s look at the best alternative.”
 When we ask for something mandatory: Medical history updates are essential, but saying “We need this before we can proceed” can sound like a threat. A better approach? “To make sure we’re giving you the safest care, we just need a quick update.” I have a whole list of reasons that you can use! Your FOH team will thank you for it I promise! Available at the end of the article.
 When emotions run high: If a patient becomes irate, it’s tempting to shut down the conversation. But sometimes, the frustration was unintentionally triggered by how the conversation was handled. Ending the call might feel like a solution, but it often leads to complaints, poor reviews, and broken trust.

What Happens When Your Team Isn’t Trained

Even the most efficient internal systems—automated reminders, streamlined booking platforms, clear policies—can’t protect your practice from poor communication. If your team isn’t trained to handle sensitive conversations with empathy and clarity, the cracks will show.
Here’s what can happen:
 Customer service suffers: Patients feel dismissed, misunderstood, or even blamed. They may not return—and they’ll likely tell others why.
 Reputation takes a hit: One poorly handled call can lead to a scathing review. A few of those, and your online reputation starts to erode.
 Diary gaps increase: You might have a well-oiled booking system, but if patients are put off by the tone of a conversation, they’ll cancel—or never book in the first place.
 Team morale drops: FOH staff who aren’t equipped to manage conflict may feel overwhelmed, unsupported, and burnt out. That stress can spill into every interaction.

If you know your systems are solid—appointments are available, reminders go out, processes are in place—but you’re still seeing gaps, complaints, or tension, it’s time to dig deeper. The issue may not be what you’re doing, but how it’s being communicated.

Training Makes All the Difference
The ability to have a positive conversation—even when the message isn’t what the patient wants to hear—is a skill. And like any skill, it can be taught.
With the right training, FOH teams can learn to:
 Use empathetic language: “I can see this is frustrating” goes a long way.
 Offer choices: “Would you prefer to update your history online or over the phone?”
 Reframe negatives: “Here’s what we can offer” instead of “We can’t do that.”
 Stay calm under pressure: De-escalation techniques help staff manage their own reactions, too.

Building a Culture of Thoughtful Communication
Ultimately, it’s about creating a culture where every interaction is approached with empathy, clarity, and respect. That starts with language. Words are powerful—they can build trust or break it. They can soothe or sting. And in healthcare, where emotions often run close to the surface, thoughtful communication isn’t just nice to have—it’s essential.

Delivering excellent customer service in a dental practice isn’t about being trendy—it’s about being tuned in. As practices serve increasingly diverse age groups, it’s easy to fall into the trap of generational guesswork. One patient’s “fantastic follow-up call” is another’s “why are you ringing me when a text would suffice?” So how do we strike that golden balance?

Let’s take a tour through the modern dental surgery where Baby Boomers, Gen X, Millennials and Gen Z cross paths—and sometimes clash—over background music, booking
systems, and what exactly constitutes “personal service.”

Scene 1: The Reception Rumble
Margaret, 74, walks in fifteen minutes early with her paper appointment card in hand. She greets the receptionist like a dear old friend. “I don’t trust those reminders on the phone. They disappear!”
Two patients later, 28-year-old Omar arrives, holds up his phone silently, and flashes his confirmation screen like he’s boarding a flight.
Just then, a team member says:
“Our patients wouldn’t like online forms—they like to chat!”
Here’s the thing: some definitely do. But others would rather have dental work than fill out a clipboard in front of strangers. The solution? Offer both the chat and the click. Customised
care doesn’t mean choosing one over the other—it means letting them choose.

Scene 2: The Myth of the “Personal Touch”
You suggest automating post-op follow-ups by text. Someone responds: “But how can you do the personal touch without talking to the patient?”
Good question. But let’s flip it: for many patients, a quick, helpful message at the right time feels more considerate than a phone call during dinner. “Personal” doesn’t have to mean “spoken”—it means purposeful and relevant.
In fact, some patients find phone calls intrusive and avoid answering unknown numbers altogether. You're not ghosted—they're just preserving their peace.

Scene 3: Music Wars and Mood Lighting
The team decides to freshen up the waiting room with some ambient background music.
Cue mixed reviews:
 Margaret: “What lovely piano music!”  Omar: “What is this, a spa?”  Millie, 17, scrolling TikTok: quietly adds her own soundscape of lo-fi beats and dog
memes.
Compromise? Create a neutral playlist that’s soft enough to calm nerves but bland enough not to offend anyone (yes, it’s possible). And no death metal—unless it’s an emergency
extraction.

Scene 4: Communicate Like It’s 2025
You ring Alan, 67, to confirm his appointment. He’s grateful.
Meanwhile, Jess (32) sends back a text five minutes after a missed call: “Hey, sorry! I never answer numbers I don’t recognise. Can you just text?”
Ethan (19), meanwhile, hears the voicemail, ignores it, and emails four hours later to say: “Hey, I don’t do phone calls. Please just WhatsApp or email.”
Team takeaway? It’s not about ditching calls—it’s about layering communication options. Texts, emails, calls, maybe even an emoji-filled WhatsApp for those who need a little
dopamine before their scale and polish.

Scene 5: The Feedback Loop
You ask Betty, 82, how her appointment went. “Oh lovely, dear. Such gentle hands. I’ll tell my neighbour Doreen.”
Josh (24), meanwhile, is already on Google before he’s out the door: “Receptionist = 11/10 vibe. Dentist: friendly with clinical flair. Would recommend, even if just for the free toothpaste.”
Your challenge? Encourage both. Ask everyone for feedback, not just the ones you know are likely to respond. You never know what insights (or hilariously poetic praise) await.
Reality Check: Assumption ≠ Insight
“Boomers hate tech.” & “Gen Z only trust influencers.” & “Millennials never answer the
phone.”
We hear these every day—but people are more complicated than their generational taglines. As one savvy practice owner said:
“We don’t treat all molars the same—so why would we treat all people the same?”
Bingo.
What’s the Fix?

Instead of defaulting to assumptions, simply ask:
 “How do you prefer to be contacted?”
 “Would you like this digitally or in print?”
 “Would you prefer a quiet appointment or are you up for a chat?”
Custom service doesn’t mean being everything to everyone—it means giving everyone the dignity of choice.

Final Word (and a Tooth-Friendly Grin)
Excellence in customer service isn’t about pleasing a particular generation—it’s about adapting to each patient with thoughtfulness and flexibility. From silent service to social chatter, from paper forms to touchscreen portals, the key to navigating generational difference is empathy, not assumption. As I’m always banging on about – empathy and rapport are your superpowers and you should understand and utilise them. Although……

When Rapport Gets… Splashy

During a recent practice visit, I found myself gently coaching a brilliant (and slightly bashful) receptionist on the art of building rapport—especially with more, shall we say, “challenging”
patients. As I cheerfully chatted with one rather gruff gentleman, the receptionist whispered: “This just feels a bit… flirty? It doesn’t feel natural to me.” I reassured her—no, no, it’s not flirting. It’s rapport. It’s empathy with a side of conversation. It’s the bridge between defensiveness and trust. …Until that very same patient, now grinning and freshly polished, leaned in on his way out
and said: “You should come to my pool party this weekend. Bring your friend.” At which point, the receptionist looked at me like: “…That’s not helping your case.” Moral of the story: rapport isn’t romance—but sometimes patients don’t read the training manual. Still, the ability to connect genuinely (if accidentally invite-worthy) is a vital skill that often diffuses tension, builds loyalty, and—every so often—gets you access to a BBQ (that you must not go to)!

Are your meetings filled with high-stakes decisions and dramatic moments? Or is it more about the fast pace and unexpected twists? Or maybe they are painfully quiet, and you feel like you are treading on eggshells.

As practice managers and owners, we all know that meetings can feel like we are stepping into hostile territory – we often dread them, but we know they’re necessary to keep everything running smoothly. So, let’s look at how we get through this with as little pain as possible and maybe even a few laughs along the way.

Dental practice meetings can face several common challenges. Here are a few:

1. Lack of Engagement

Team members may feel meetings are unproductive or irrelevant, leading to disengagement.

This can be due to repetitive agendas or lack of interactive elements of the meeting set up.

2. Time Constraints

Finding a suitable time for everyone can be difficult, especially in a busy practice.

Meetings may be rushed or frequently rescheduled, reducing their effectiveness

3. Communication Barriers

Miscommunication or lack of open dialogue can hinder the flow of ideas and feedback.

This can result in unresolved issues and a lack of team cohesion

4. Conflict and Tension

Differences in opinions or unresolved conflicts can create tension during meetings.

This can make it challenging to have productive discussions and reach consensus.

5. Lack of Clear Objectives

Without a clear agenda or goals, meetings can become unfocused and drift off-topic.

This can lead to wasted time and frustration among team members

6. Resistance to Change

Some team members may be resistant to new ideas or changes in procedure. This can slow down the implementation of improvements and innovations

7. Technical Issues

How we present these meetings is important and use of PowerPoint, or similar needs to be checked and effective.

If meetings are held virtually, technical difficulties such as poor internet connection or unfamiliarity with the software can disrupt the flow of the meeting

Addressing these challenges involves careful planning, fostering a positive and open environment, and ensuring that meetings are structured and purposeful.

 

Here are some tips on creating an effective meeting structure:

Set Clear Objectives: Start the meeting by stating the main goals. This helps keep everyone focused on the primary agenda.

Gently Redirect: Politely steer the conversation back on track. You can say something like, “That’s an interesting point, but let’s get back to our main topic.”

Assign a Timekeeper: Have someone monitor the time and gently remind the group if discussions are straying too far from the agenda.

Summarise and Refocus: Periodically summarise the discussion and refocus on the agenda. This helps reinforce the meeting’s objectives.

Limit Meeting Length: Shorter meetings can naturally reduce the likelihood of tangents. People tend to stay more focused when they know the meeting is brief. However trying to cram an important and full agenda into a quick 30 mins will not suffice or have the team invested.

Encourage Preparation: Ask participants to come prepared with their points. This can help keep discussions concise and relevant.

 

Lastly, please be clear on how you are going to recompense your teams time, if you are holding it over a lunch, end of day or before their working day starts. They should be paid, or have time back. Many owners worry about using “earning time” from the diary, and as a manager that understands the cost of those, I totally get it, however the team often don’t, and feel that their time is less important. Instant disengagement. Work together to create positive meetings that benefit everyone!

 

 

Over the last few months I have seen increasing numbers of practices either wanting to introduce a dental plan or increase the number of patients joining an existing plan.

For me, its something that will be a practice builder, especially as we are seeing many practices withdraw NHS dentistry or reduce their contracts.

In some areas practices are being asked to provide access to higher needs/urgent dental care as a priority over those whose dental health is good and stable. Some practices are having difficult conversations with patients who have been attending every 6  months for many years, who are now deemed to be not in the high need group.

So how do we communicate this with our patients?

I believe there needs to be a clear and honest approach and other options provided to this group of patients.

It’s likely that your Front of House teams will be at the forefront of these conversations.

Offering NHS patients the choice to join a member plan is a great way for patients to be able to continue the care and frequency of visits they have been accustomed to, but it is vital that these changes are implemented and offered very carefully.

Here are some considerations to plan for:

Can you offer a range of plans appropriate for different age groups

0-6 years

7-18 years

Young Adult Plan – 18-25

Adult simple

Adult Comprehensive

As with any plan, you can customise what is included  (or not). Using a Plan provider still allows you to do this.

Check your financials – what are your hourly costs, and what do you need to generate per hour to make the profit you require?

Zoning – Calculating how many patients you will need to provide Exams for over the year and allocating and zoning accordingly.

Example – 600 plan patients, 15 minute x 2 visits for an exam per year, means you will need to zone approximately 6.5 hours per week to do the Exams. This can then be applied for hygiene visits etc and so on.

Decide how you are going to notify the patients, plan your marketing, remembering to be confident and positive about your service.

Ensure that your patients feel and experience added value. I have witnessed so many conversations whereby a patients practice has withdrawn NHS care and offered private options. The patient has commented that if they are going to have to pay, they will find a “proper” private practice not an NHS practice that has just decided to become private with no added value for those converting.

Train your team to not fall into these conversations and show them you are a “proper” practice and will deliver an amazing service.

In today’s digitally connected world, patient reviews and feedback are invaluable tools for dental practice management. Not only do they offer insights into patient satisfaction and areas for improvement, but they also play a crucial role in ensuring compliance with regulatory standards. Here’s how leveraging patient feedback can transform your dental practice:

1. Improving Patient Care and Satisfaction

Patient reviews provide direct feedback on their experiences, helping dental practices identify strengths and areas needing improvement. This feedback can highlight aspects such as appointment scheduling, wait times, staff interactions, and treatment quality. By addressing the concerns raised in these reviews, practices can enhance the patient experience and foster a culture of continuous improvement.

2. Enhancing Communication and Trust

Responding to patient reviews, both positive and negative, shows that the practice values patient input and is committed to providing high-quality care. Constructive responses can build trust and demonstrate a proactive approach to addressing issues. When patients see that their feedback leads to tangible changes, it enhances their trust in the practice and encourages ongoing engagement.

3. Identifying Training and Development Needs

Patient feedback can reveal specific areas where staff may benefit from additional training. For example, if multiple reviews mention issues with front desk interactions, it may indicate a need for customer service training. By addressing these areas, practices can ensure that all team members provide a consistent and professional patient experience.

4. Driving Operational Efficiency

Reviews often include suggestions for improving operational aspects of the practice. Patients might comment on the efficiency of the check-in process, the clarity of communication regarding treatments, or the convenience of appointment times. By analysing this feedback, practices can streamline operations and make data-driven decisions that enhance overall efficiency.

5. Enhancing Regulatory Compliance

Patient feedback can also play a vital role in ensuring compliance with healthcare regulations. Reviews might highlight compliance-related issues such as data privacy concerns, adherence to infection control protocols, or transparency in billing practices. By addressing these concerns promptly, dental practices can mitigate risks and ensure they meet regulatory standards.

6. Encouraging Continuous Improvement

Regularly reviewing and acting on patient feedback fosters a culture of continuous improvement. Practices can set specific goals based on feedback trends and track progress over time. This proactive approach not only improves patient satisfaction but also ensures that the practice remains competitive and up-to-date with industry standards.

7. Leveraging Positive Reviews for Marketing

Positive reviews serve as powerful testimonials that can attract new patients to the practice. Highlighting these reviews on the practice’s website, social media, or other marketing materials can enhance the practice’s reputation and build credibility. Word-of-mouth recommendations remain one of the most effective forms of marketing, and glowing reviews can significantly boost patient acquisition.

8. Implementing Feedback Systems

To maximise the benefits of patient reviews, dental practices should implement robust feedback systems. This can include online review platforms, patient satisfaction surveys, and suggestion boxes. Encouraging patients to provide feedback regularly ensures a continuous flow of valuable insights.

Conclusion

Patient reviews and feedback are not just a reflection of patient satisfaction; they are essential tools for effective dental practice management and compliance. By actively listening to and acting on patient feedback, practices can enhance patient care, improve operational efficiency, and ensure adherence to regulatory standards. Embracing a feedback-driven approach fosters a culture of excellence and positions the practice for long-term success.

I believe the art of a great response is to be honest, open, genuine. So many can get it wrong due to taking feedback too personally, or not addressing the points raised.

Or even worse, we don’t respond at all.

A patient writes a review. “I visited the practice today and all went well, however i was kept waiting for over 10 minutes, and it would have been nice to have been warned.

Good Response:

Thank you for your feedback. We’re glad to hear that your visit went well, but we sincerely apologise for the wait time. We understand how important it is to keep our patients informed, and we appreciate your patience. We will work on improving our communication to ensure that such situations are better managed in the future. Thank you for bringing this to our attention, and we hope to provide you with an even better experience on your next visit.

Bad Response:

Sorry about the wait, It happens sometimes, and we can’t always predict how long treatments take. We are glad it went well in the end.

The good response shows empathy, appreciation for the feedback, and a commitment to improvement, while the bad response is dismissive and lacking in empathy. When managing any complaint or feedback, remember that empathy is your best friend!

Establishing Habits for Efficiency in Dental Practices

In the high-pressure environment of a dental practice, where every minute counts and patient care is paramount, establishing daily routines and habits can be a game-changer. Consistency and structure not only boost efficiency but also help dental professionals manage their time and tasks more effectively, reducing stress and preventing burnout.

Why Routines Matter

Routines provide a framework for the day, ensuring that critical tasks are not overlooked amidst the hustle and bustle of a busy practice. When activities become habitual, they require less mental energy and effort, allowing dental professionals to focus more on patient care and complex problem-solving. Moreover, routines can create a sense of predictability and control, which is essential for maintaining a calm and organised work environment.

Key Habits for Dental Practice Efficiency

Morning Preparation: Starting the day with a well-structured morning routine sets the tone for productivity. This could include reviewing the day’s schedule, preparing treatment rooms, and ensuring all necessary materials and equipment are ready. Such preparation can minimise disruptions and delays throughout the day.

Toolbox – huddles, checklists. Audit how well the team is doing this!

Task Batching: Grouping similar tasks together, known as task batching, can significantly improve efficiency. For example, dedicating specific times of the day to administrative duties like patient record updates, inventory management, or billing can streamline these processes and prevent them from interfering with patient care.

Toolbox- reception/admin checklists/automated accounts/payment software

Patient Management: Establishing routines for patient check-ins, consultations, and follow-ups can enhance the overall patient experience and ensure that appointments run smoothly. Utilising practice management software to automate reminders and confirmations can further improve efficiency.

Toolbox – explore automation for medical history, payment requests, feedback requests, even a check in kiosk (remember – great customer service can be digital and contactless)

Break Times: Scheduling regular breaks is crucial for maintaining energy levels and preventing fatigue. Dental professionals should make it a habit to take short, frequent breaks to recharge, ensuring they remain focused and effective throughout the day.

Toolbox – providing a space for your team to relax and replenish their energy and mental well being is something we should prioritise, and don’t underestimate a good supple of drinks and snacks. I encourage all my team to not have “Teeth Talk” in the staffroom. Give them a proper break from work talk.

End-of-Day Wrap-Up: Concluding the day with a routine wrap-up can help ensure that no tasks are left unfinished. This may involve cleaning and organising workspaces, reviewing the next day’s day lists, and addressing any outstanding issues. A consistent end-of-day routine can also aid in transitioning out of work mode, promoting better work-life balance.

Toolbox – get some music playing, have a bit of a laugh, embrace the stress of the day and pat each other on the back. Accepting that some days can be tough is such a great exercise and knowing that we all got through it together builds great culture and morale.

Implementing and Maintaining Routines

Start Small: Begin by incorporating one or two new habits into your daily routine. Gradually introduce additional routines as the initial ones become second nature.

Stay Flexible: While routines provide structure, it’s essential to remain adaptable. Dental practices can be unpredictable, so be prepared to adjust your routines as needed.

Use Technology: Leverage technology to support your routines. Practice management software, scheduling apps, and reminders can help you stay on track and manage your time effectively.

Involve the Team: Encourage your team to establish and maintain routines as well. Collective adherence to consistent practices can enhance overall practice efficiency and foster a supportive work environment.

Regularly Review and Adjust: Periodically evaluate your routines to ensure they are still effective and make adjustments as necessary. Soliciting feedback from your team can provide valuable insights into what’s working and what needs improvement.

Establishing daily routines and habits is a powerful strategy for enhancing efficiency in dental practices. By creating a structured approach to managing time and tasks, dental professionals can reduce stress, improve patient care, and maintain a healthier work-life balance. Embrace the power of routine and watch your practice thrive.

One of the main reasons I am contacted by principles starts with

“I’m worried about my PM, they need support, and it can’t always be me”.

It doesn’t take long for me to understand why!

Of course, there are many other factors, but the starting point is to look at what the PM is.doing day to day, and how they are managing their time, or whether they are just trying to get through the day.

Developing a structure and implementing some zoning is a helpful way to make sure that you aren’t going home frazzled every day, feeling like you haven’t achieved very much.

I’m a huge fan of creating a daily planner. We love a tick list, don’t we!

Set yourself daily, weekly, monthly, quarterly, and annual tasks, and try to follow some of these Hot tips for regaining some control!

1. Prioritise Self-Care:
   • Just as you prioritise patients’ oral health, prioritise your own well-being. Regular exercise, adequate sleep, and proper nutrition are essential.
   • Consider mindfulness practices like meditation or deep breathing to manage stress.
2. Set Realistic Goals:
   • Break down larger tasks into smaller, manageable steps.
   • Avoid over committing. Learn to say no when necessary.
3. Delegate Wisely:
   • You’re not a one-person show. Delegate tasks to your team members.
   • Trust your team’s abilities and empower them to take ownership.
4. Time Blocking:
   • Allocate specific time blocks for different tasks. For example:
     • Morning: Emails, HR, Compliance
     • Afternoon: Financials, KPI’s, Marketing
   • Stick to these blocks as much as possible.
5. Use Technology Efficiently:
   • Invest in practice management software to streamline scheduling, billing, and patient communication.
   • Automate repetitive tasks wherever possible.
6. Regular Breaks:
   • Step away from your desk. Take short breaks throughout the day.
   • Use lunchtime to recharge, not catch up on work.
7. Learn to Say “Good Enough”:
   • Perfectionism can lead to burnout. Strive for excellence but recognise when something is good enough.
   • Remember that patients and the team, appreciate your effort, even if things aren’t flawless.
8. Seek Support:
   • Connect with other dental practice managers by joining the Dental Practice Managers Association (ADAM) for example, introduce professional support for areas such as HR, Compliance, Marketing.
   • Share experiences, learn from others, and seek advice.
   • Ensure you have protected time to speak to principals, and regular meetings.
9. Monitor Your Energy Levels:
   • Pay attention to when you’re most productive. Schedule important tasks during those times.
   • Avoid energy-draining activities.
   • Keep hydrated and have healthy snacks to hand.
10. Reflect and Adjust:
    • Regularly assess your workload, stress levels, and satisfaction.
    • Adjust your strategies as needed to maintain balance.