This month we celebrated 25 years since opening our dental practice, marking the milestone with decorations, competitions, and treats for patients and staff.
It’s been quite a journey from taking over a practice, to transforming it into a trusted part of the local community. BDA Good Practice has been an important part of that journey, helping us develop the systems, standards, and culture that underpin the practice today.
Our journey to Good Practice
When I took over, a lot needed to be rectified before I could begin to mould and build it into the leading clinic it is today. I was new to the area, so I spent the first few years developing relationships with my patients and providing the level of care I wanted Sandown to be known for.
Those early years were about bringing together the best team of dental professionals, people who shared my vision, and could help build a practice focussed on delivering the best care possible for every patient.
As part of this, we introduced routine mouth cancer checks at every examination and appointments with hygienists to prevent problems before they arose. We also modernised the practice, investing in digital x-rays, new dental chairs, and dental software, while beginning to refurbish and expand.
In 2009 my business manager, Susie Rea, joined us and in 2010 we became one of the first practices in Northern Ireland to achieve BDA Good Practice status. At a time when we were growing and becoming more ambitious, having that recognised framework was important in helping us to develop consistently and professionally.
Good Practice helped us strengthen the operational side of the business through practical guidance, resources, and recognised standards.
Our ethos has always been centred on patient care. However, running a successful practice requires much more than clinical expertise alone. Good Practice helped us strengthen the operational side of the business through practical guidance, resources, and recognised standards.
Growing as a practice
A priority of mine was to educate patients on their oral health and help them achieve a healthy condition that they could maintain. I had started placing implants at the practice and we were seeing this become something that patients increasingly considered, rather than feeling it was out of reach. Our challenge was to highlight the enormous benefits, especially when compared with more traditional methods for replacing a missing tooth.
Sandown has grown from a mainly NHS family dental practice delivering general treatments to a leading multi-disciplinary practice accepting referrals for implants, endodontics, periodontics, and, more recently, advanced restorative work. Our team has grown from five people to 25.
We have also evolved our marketing and communications, building a strong profile in the local community and helping more patients access our services. We know that growth relies on communicating our expertise and values effectively.
Having access to that support allows us to focus on continually improving the care we provide.
Good Practice gave us a direction and a scaffold
Being a Good Practice member has given us the confidence to grow, knowing we have strong foundations in place to support a professional and patient-centred service. Through our BDA Expert membership, we also have access to advice and policy templates, while Good Practice provides a recognised framework that helps us put them into practice effectively. Together, they provide the structure that you can springboard off to build with confidence.
It has supported us through significant changes in legislation, RQIA requirements, training, and professional development. Having access to that support allows us to focus on continually improving the care we provide.
At Sandown, both Susie and I operate an open-door policy. We have built a culture where people feel comfortable making suggestions and sharing ideas, with issues addressed openly and promptly before they affect the wider team.
Encouraging people to keep developing is a core part of our culture.
Maintaining a close team
We value each member of the team and recognise that everyone is intrinsic to the smooth running of the practice. We also make a point of properly introducing every member of the team to patients. It may sound simple, but it reinforces their importance both within the practice and in the patient experience.
We hold a monthly team meeting, giving everyone the opportunity to discuss how things are running. Everyone contributes ideas. We focus on positive learning, good practice, and professional development, while also running a medical emergency scenario each month to keep knowledge fresh. Importantly, these meetings take place when the practice is closed so that they are not rushed. It’s a fun place to work. We organise team social events and make time to recognise and celebrate hard work and commitment.
Every team member has an annual appraisal where we discuss the next step in their professional development. We strongly believe in encouraging everyone to undertake additional training and we cover the cost of doing so. Encouraging people to keep developing is a core part of our culture.
Communicating with patients
Over the past 25 years we have moved from paper records to digital systems that help us to provide detailed treatment plans and estimates for every patient.
Around 10 years ago we introduced a treatment coordinator role and now have three within the practice. They are invaluable in helping patients understand their treatment options, ensuring appointments are managed effectively and explaining payment options clearly.
As the complexity of treatments we provide has grown, so has the need for clear communication. We know there are times when our patients want to speak to someone rather than receive an email, and we have adapted our service accordingly.
Clear communication has always been important to us, but Good Practice has helped us review and develop our processes over time to ensure patients receive the information they need to make informed decisions about their care.
Efficiency and avoiding stress
The systems we have in place, many of which have been influenced by Good Practice, have helped us save time, streamline our processes and improve our practice.
We saw significant benefits when we first implemented these systems and continue to see their value today. They help us work more efficiently, particularly when dealing with patient concerns or complaints, allowing us to resolve issues quickly and positively.
We now have a comprehensive practice manual based on Good Practice guidance, and every new member of staff works through it as part of their training. It provides consistency and clarity from day one.
Looking back on 25 years, Good Practice has helped us build robust systems, develop our team, communicate effectively with patients, and navigate changes in the profession.
As we look ahead at a changing landscape, we are also glad to have BDA advice to guide us through developments in the world of Artificial Intelligence, social media, and changing workforce legislation. We are confident this will help us continue to deliver the highest possible standard of care for our patients.
We saw significant benefits when we first implemented these systems and continue to see their value today.