You do not need to have all the answers to take the next step

When Ross and Tracey Livingston merged their practices and moved towards a more private model of care, understanding the options, careful planning, and open communication helped them move forward with confidence.

Ross has been a BDA member since 2005, drawing on different types of support throughout a career that has seen him progress from newly qualified dentist to practice owner.

Alongside his wife, Tracey, Ross has led Livingston Dental through a significant transition into the modern, state-of-the-art family practice it is today, while maintaining patient trust and supporting a longstanding team.

“The support you need changes throughout your career. As your responsibilities grow, so does the importance of having access to reliable advice and guidance.”

Looking back, Ross believes one of the most important lessons was recognising that uncertainty is a natural part of practice ownership. Major decisions rarely begin with having all the answers. They begin with understanding the approaches available.

Taking a family practice into its next chapter

Livingston Dental has been part of the local community for more than four decades. Ross’ father purchased the practice in 1984 and spent many years growing and developing it before Ross took over after his father retired.

“Taking over a family practice comes with responsibility. You want to preserve everything patients value about it while making sure that the practice is prepared for the future.”

At the same time, Tracey had built and developed her own successful practice after moving to Northern Ireland following graduation from the University of Glasgow. Together, they began exploring how they could combine their shared vision under one roof.

At the same time, Tracey had built and developed her own successful practice after moving to Northern Ireland following graduation from the University of Glasgow. Together, they began exploring how they could combine their shared vision under one roof.

“We were thinking about what the practice should look like for future generations of patients and staff.”

The conversations gradually became plans.

Their ambition was not simply to create a bigger practice. They wanted to create an environment where patients would continue to receive excellent care, staff could develop, and the practice could continue to thrive.

Making a major business decision

Before the pandemic, Ross and Tracey had already decided to merge their practices into a single location.

Then, everything changed. Building costs increased. New ventilation requirements emerged. Recruitment became more challenging.

The decision to bring two practices together meant undertaking a major renovation project to transform one premises into a modern family practice. The Victorian building was stripped back to its foundations before being rewired and replumbed.

“The renovation gave us something to focus on and look forward to during the pandemic. There are things you can never see coming and sometimes you need to be brave and go for it, getting as much advice as you can along the way.”

At key stages throughout his career, Ross has drawn on practical support through his membership when navigating unfamiliar challenges. Whether using model contracts to support changes for his team, accessing guidance on business decisions or seeking one-to-one advice during the patient deregistration process, he focused on building a clear understanding before moving forward.

“Having access to advice when we were reviewing contracts and communicating patient deregistration gave us confidence that we were approaching things in the right way.”

Against this backdrop, moving away from a fully NHS model was also significant.

“The decision to no longer be fully dedicated to providing NHS dentistry was not an easy one, but we found it was no longer a viable option for us.”

For Ross and Tracey, the decision was not driven by a desire to change who they were as a practice. Instead, it was about protecting the standards of care they wanted to provide.

“We run a family practice, and it is important to us that we treat the whole family, from children to parents to grandparents. We want to build long-term relationships with our patients so that we can provide the quality care our patients expect.”

Like many practice owners considering a different practice model, they needed to understand the potential implications for patients, the business, and the wider team. There were plenty of questions, but not always obvious answers. They also needed confidence that any decisions they made would protect the future of the practice.

As they explored their choices, they reviewed different payment plan approaches, considering what would work best for patients and how any changes would be communicated.

“When you are making a significant investment in your practice, there is naturally a lot at stake. You want to be confident that you are making the right decisions for your patients, your team and your future.”

Bringing patients with us on the journey

As well as the practical challenges, Ross and Tracey were aware of the importance of maintaining the trust they had built with the community over many years.

For many practice owners, one of the biggest concerns is how patients will respond to change.

“We did not make the decision to move towards private practice all at once. We found taking the time to talk to patients and explain the costs and the level of service associated has helped the transition to go much more smoothly.”

As part of their planning, Ross and Tracey explored different ways of supporting patients. After reviewing the different options, they chose to work with a plan provider.

Preparing the whole practice team was crucial.

“Training for our staff on how to speak to patients about the changes really helped our team feel more confident in answering questions and supporting patients through the process.”

By focussing on the quality of care and communicating openly, they found patients were open to the journey.

“We have found that if you have a good rapport and spend time with patients, they will be more receptive to change.”

Looking back, Ross believes that maintaining trust came down to clarity, consistency, and keeping patients in mind when making decisions.

Looking to the future

Several years on from the merger, the practice is thriving in its refurbished premises.

Bringing both teams together has strengthened collaboration, enhanced the patient experience and created a strong foundation for the future.

“It has been great to have our whole team under one roof. The practice is a lovely bright space now and has an instant visual impact for patients, which we have found helps put people at ease.”

Reflecting on the journey, Ross believes that practice owners do not need to have every answer before they take the first step.

“There will always be things you cannot predict. Sometimes the most important thing is knowing where to go for support, getting the information you need, and having the confidence to move forward. You do not need all the answers to take the next step.”

Livingston Dental Healthcare waiting area