Indemnity Fees Are Rising – But Are We Looking in the Right Place for the Cause?

Associates and Young dentists, Communication, Dental Practice management and Growth, Dental Teams, Dental Thinking, Finance, Pricing, Profit, Leadership, Practice Managers, Principals

Dentists across the UK are frustrated by rising indemnity fees — but are we looking in the right place for the cause? While it’s easy to blame indemnity providers for being greedy, the truth may lie closer to home. Shorter appointments, commercial pressures, and a loss of real patient connection mean complaints are on the rise, driving up costs for us all. Bad dentistry, rushed communication, and unmet expectations don’t just damage patient trust — they impact every clinician’s bottom line.

When Bonuses Breed Rats: What Dentists Can Learn from the Cobra Effect

Associates and Young dentists, Dental Practice management and Growth, Dental Teams, Dental Thinking, Female Principals, Leadership, Practice Managers, Principals, Values, Vision and Culture

From Hanoi’s rats to Delhi’s cobras, history shows us how incentives can backfire. In dentistry, bonuses for sign-ups, whitening, or Invisalign risk creating the same effect. Discover Jane’s 5 Magic Questions and a healthier alternative.

The Tale of Two Houses: Why Thoughtful Planning Builds Lifelong Success

Associates and Young dentists, Communication, Dental Practice management and Growth, Dental Teams, Dental Thinking, Female Principals, Leadership, Patient Journey and Customer Service, Practice Managers, Principals, Time management, Appointment Books and Meetings, Treatment Plan Conversions

Two neighbours set out to build their dream homes. One invested in an expert architect, creating a house that lasted a lifetime. The other cut corners and paid the price. Discover why dentistry, like building, demands expert planning—and why your thinking time is worth charging for.

The Hidden Gift in Patient Complaints (and How to Unwrap It)

Associates and Young dentists, Communication, Dental Practice management and Growth, Dental Teams, Dental Thinking, Female Principals, Leadership, Patient Journey and Customer Service, Practice Managers, Principals, Values, Vision and Culture

When patients grumble, they don’t want procedures or paperwork — they want to be heard. Too often, feedback is escalated into a “complaint,” leaving dentists fearful, managers defensive, and patients feeling dismissed. Yet when teams learn to listen — really listen — grumbles don’t escalate. They resolve, relationships are repaired, and trust is restored.

From ‘Perfect Smile’ to Complaints: How Language Shapes Patient Expectations in Dentistry

Associates and Young dentists, Communication, Dental Practice management and Growth, Dental Teams, Dental Thinking, Leadership, Patient Journey and Customer Service, Practice Managers, Principals, Work-Life Balance, Health and Mental Well-Being

Dentists often create unnecessary complaints and stress by using the wrong names for treatments. Discover how changing a few words can prevent disappointment, build trust, and make practice life simpler, easier, and richer.

Why Trust Takes Time: Rethinking the First Moments with Your Dental Patients

Associates and Young dentists, Communication, Dental Practice management and Growth, Dental Thinking, Patient Journey and Customer Service, Practice Managers, Principals

In dentistry, we often expect new patients to trust us instantly, yet trust is not something that can be rushed. From evolutionary instincts to human intimacy, building trust takes time and connection. Here’s why slowing down and focusing on relationship-building is vital for patient comfort, confidence, and long-term loyalty.

Why It’s Time Stop using a Treatment Coordinator

Associates and Young dentists, Communication, Dental Teams, Dental Thinking, Female Principals, Leadership, Patient Journey and Customer Service, Practice Managers, Principals, Recruitment and Teamwork, Values, Vision and Culture

Patients Want to Feel Cared For, Not Sold To

When patients know you, like you, and trust you, they choose you — not because you’ve sold them something, but because they believe you have their best interests at heart.

A Patient Care Coordinator’s role is about service, not sales. They act as a trusted guide, creating an environment of trust, respect, and honesty — the foundation for long-term relationships and the highest standard of care.

Changing the language from Treatment Coordinator to Patient Care Coordinator doesn’t just update a job title. It transforms the patient experience, strengthens relationships, and elevates the reputation of your practice.

When Is the Best Time to Work with a Coach? Dentists Know the Answer Already

Dental Practice management and Growth, Leadership, Practice Managers, Principals, Work-Life Balance, Health and Mental Well-Being

Dentists and dental team members already understand timing is everything — for patients and for themselves. The best time for a patient to visit the dentist is when they’re healthy, the second best is at the first niggle, and the least ideal is when they’re in crisis. The same principle applies to working with a coach. Whether you’re problem-free and planning ahead, feeling early signs of strain, or facing burnout, the right coaching support can transform your career and practice.

Why Patients Say ‘No’ When They Mean ‘Yes’ — And How It Puts Dental Care at Risk

Associates and Young dentists, Communication, Dental Teams, Dental Thinking, Female Principals, Patient Journey and Customer Service, Practice Managers, Principals

Accurate medical histories are essential for patient safety, yet online forms can unintentionally trigger a psychological “no set” — a pattern where repeated “no” answers lead to automatic, inaccurate responses. Grounded in Robert Cialdini’s principle of Commitment and Consistency, the “yes set” and “no set” explain why patients may omit vital information without realising it. In dentistry, the solution lies in using pattern interrupts, open questions, and face-to-face conversations to ensure accuracy, build trust, and protect both patient wellbeing and your professional reputation.