Practice Success Framework – Working Document

Open in Chrome for best results. Print to A4 portrait. Save as PDF to keep a digital copy.

Practice Success Framework
Working Session Document

Dental Business Mastery
Julie Parker & Ameena Basile
dentalbusinessmastery.com.au

Practice name

Date

Attendees

How to use this document: Work through each domain together. For every initiative, tick the box if it is already in place and working well. Use the comments column to note what exists, what is missing, or what needs attention. Mark your top priorities using the H / M / L column (High, Medium, Low). Use the notes section at the end to capture your key takeaways and next steps.

Domain 1

Leadership & Vision

🧭

Leadership & Vision

Direction, culture and the owner's role

✓ Initiative Comments / Notes Priority

Purpose & Direction

A clear vision for the practiceThe owner knows where the practice is heading and can share that with the team.

H M L

Defined values and standardsValues are lived every day, not just displayed on a wall.

H M L

Long-term business goalsAnnual targets and a longer horizon - growth, lifestyle, succession or sale.

H M L

Annual business planningA plan that is revisited regularly, not filed away in January.

H M L

Leadership Behaviours

Accountability - modelled from the topLeaders follow through on what they say.

H M L

Clear and consistent communicationIn meetings, conflict and celebration.

H M L

Decision-making and conflict resolutionTimely, considered decisions; conflict addressed directly.

H M L

Coaching and mentoringA coaching mindset that develops the people around the leader.

H M L

CANI - Constant And Never-ending ImprovementAlways learning, always growing.

H M L

Strategic Planning

Growth strategyA deliberate plan - patients, services, practitioners or efficiency.

H M L

Succession planningPlanning for when the owner steps back, retires or sells.

H M L

Continuity and risk planningWhat happens if a key person is suddenly unavailable?

H M L

Owner wellbeing and sustainabilityThe leader's personal sustainability is part of the practice's success.

H M L

Domain 2

The Team

👥

The Team

Culture, accountability and performance

✓InitiativeComments / NotesPriority

Culture & Safety

Psychological safetyTeam members feel safe to speak up without fear of blame or humiliation.

H M L

Accountability within psychological safetyStandards clear and applied consistently to everyone.

H M L

Clearly defined values and team standardsEveryone knows what is expected in their role and in how they treat each other.

H M L

Teamwork and trustOpen communication, genuine support, works well together.

H M L

Appreciation and recognitionRegular, genuine recognition of effort and contribution.

H M L

Celebration of winsMilestones, achievements and effort are marked.

H M L

Communication

Regular team meetingsStructured, purposeful and consistent.

H M L

Morning huddleBrief daily check-in that sets the tone for the day.

H M L

Feedback cultureGiving and receiving feedback is normal - including peer-to-peer.

H M L

Performance & Development

Clear position descriptionsEvery team member knows exactly what is expected of them.

H M L

Performance monitoring and reviewOngoing dialogue, not just annual reviews.

H M L

Training and developmentInvestment in skills and growth for every team member.

H M L

Career pathwaysTeam members can see a future for themselves here.

H M L

Remuneration that reflects performanceFair and transparent pay - not based on tenure alone.

H M L

People Processes

RecruitmentClear job descriptions, structured process, reference checks, video screening.

H M L

Absenteeism and relief staffing systemTemp agency relationships in place before you need them.

H M L

OnboardingStructured induction that reflects the culture and standards of the practice.

H M L

Managing underperformanceAddressed clearly, fairly and promptly.

H M L

Conflict and complaints managementClear processes, handled professionally and without favouritism.

H M L

Termination processesProfessional exits, full Fair Work compliance.

H M L

Fair Work and employment complianceCorrect award, entitlements, rosters, records and WHS requirements.

H M L

Domain 3

Patient Experience

🦷

Patient Experience

Retention, referrals and reputation

✓InitiativeComments / NotesPriority

First Impressions

Online presence and reviewsWhat patients find before they make contact.

H M L

The telephone experienceHow calls are answered and enquiries converted to bookings.

H M L

Ambiance and practice presentationLook, sound, smell and feel of the practice on arrival.

H M L

The welcome experienceHow patients are greeted and made to feel at ease.

H M L

The Patient Journey

New patient processA consistent, considered process from first contact.

H M L

Triage questionsWarm, purposeful questions that make patients feel heard before they arrive.

H M L

Continuity of carePatients kept with the same clinician wherever possible.

H M L

Support for anxious patientsLanguage, pacing, comfort aids and genuine empathy.

H M L

Post-appointment follow-upChecking in after complex or stressful procedures.

H M L

Communication

Treatment communication in the surgeryClear explanation, patient involvement, understanding checked.

H M L

Patient handover to receptionReinforces treatment importance and supports booking conversion.

H M L

Ongoing patient communicationReminders, recall, birthday messages, health information.

H M L

Complaints managementClear, calm process that resolves issues before they escalate.

H M L

Financial Experience

Fee presentationConfident, clear, compassionate conversations about cost.

H M L

Payment plan optionsFlexible options that remove barriers to treatment acceptance.

H M L

Health fund and billing clarityPatients understand entitlements and out-of-pocket costs upfront.

H M L

Feedback & Loyalty

Patient satisfaction surveysRegular, structured feedback used as real data.

H M L

Mystery shopper programObjective outside assessment of the patient experience.

H M L

Online review strategyActively encouraging reviews and responding to all of them.

H M L

Understanding your patient typesTransient, loyal and perpetual - building around the right type.

H M L

Domain 4

Clinical Excellence

🩺

Clinical Excellence

Quality, compliance and patient care in the surgery

✓InitiativeComments / NotesPriority

Quality of Care

Clinician quality and continuing educationPractitioners invest in CPD and stay current.

H M L

Consistent treatment protocolsAgreed standards across all practitioners.

H M L

Running on timePractitioners consistently run to schedule.

H M L

Evidence-based practiceClinical decisions grounded in current evidence.

H M L

Treatment Planning

Comprehensive examinationsFull picture of patient needs, not just the presenting concern.

H M L

Treatment prioritisationTrauma → Pain → Infection → Disease → Function → Aesthetics

H M L

Treatment plan presentationPatients understand and connect with the plan presented.

H M L

Patient education in the surgeryPatients genuinely understand their oral health and the consequences of inaction.

H M L

The Clinical Team

Skilled and well-trained dental assistantsConfident and capable - improves efficiency and patient experience.

H M L

The DA as patient advocateSupporting patients through procedures with empathy and awareness.

H M L

Treatment coordinationSomeone trained in the role for complex cases.

H M L

Clinician ergonomics and wellbeingPhysical health supports sustainable, high-quality practice.

H M L

Compliance & Safety

Infection controlMeets AS 5369:2023 - now legislated in NSW.

H M L

AHPRA and regulatory complianceRadiation compliance, privacy, all current obligations met.

H M L

Clinical records and documentationThorough, accurate and legally sound.

H M L

Equipment maintenanceRegular servicing, calibration and safety checks on schedule.

H M L

Emergency preparednessWhole team trained, equipment current, protocols in place.

H M L

Domain 5

The Schedule & Operations

📅

The Schedule & Operations

Productivity, efficiency and low downtime

✓InitiativeComments / NotesPriority

Filling and Protecting the Book

New caller conversionReception converts enquiries into bookings, not just answers questions.

H M L

Failed appointment managementConfirmation protocols, reminders and clear fee policy.

H M L

Late cancellation protocolsClear process for filling gaps quickly - who is responsible and how.

H M L

Super-Cancellation ListAll patients booked 2+ weeks out added automatically; contacted first when gaps appear.

H M L

Schedule templating and pre-blockingStructure that matches capacity, patient flow and procedure mix.

H M L

Filling Gaps

Incomplete treatment list managementActive follow-up - often tens of thousands of dollars sitting here.

H M L

Recall strategyEfficient and effective. Includes patients 6+ months overdue with outstanding treatment.

H M L

Patient reactivationReconnecting with lapsed patients every 1-2 years.

H M L

Treatment plan follow-upReliable system for patients who leave without booking.

H M L

Morning huddle focus on the bookDaily review of upcoming gaps and a team plan to fill them.

H M L

Operational Systems

Standard operating proceduresWritten, accessible - quality doesn't depend on who's working today.

H M L

Practice management software optimisationReporting, automation and features used to full potential.

H M L

Ordering and inventory managementAvoids both overstocking and running out.

H M L

Technology and AI toolsRight tools at the front desk and in the surgery.

H M L

Policy and procedure documentationWritten, accessible and reviewed regularly.

H M L

Monitoring Performance

Downtime KPI trackingAll time available but not seeing patients tracked consistently.

H M L

Booking rate monitoringFill rate watched consistently so trends are caught early.

H M L

Domain 6

Business Performance

📊

Business Performance

Numbers, measurement and smart business management

✓InitiativeComments / NotesPriority

Knowing Your Numbers

Key performance indicatorsProduction, collections, new patients, downtime, case acceptance, overhead %, recall, phone conversion.

H M L

Profit margin awarenessAssociate-based 15–20%; owner-operator 25–40%. Know your benchmark.

H M L

Overhead managementStaff costs, lab fees, supplies, rent - monitored against benchmarks.

H M L

Cash flow managementAccounts receivable, payment systems, budgeting and forecasting.

H M L

Measurement & Review

Monthly financial reportingRegular P&L review - timely and used for decisions.

H M L

KPI dashboardsSimple, visual and reviewed consistently.

H M L

BenchmarkingPerformance compared against established dental benchmarks.

H M L

A regular rhythm of reviewDaily huddles, weekly check-ins, monthly management reviews.

H M L

Business Management

HR and employment systemsContracts, leave, rosters, performance docs and compliance records.

H M L

Supplier managementReviewed regularly, good value confirmed.

H M L

Insurance and risk managementProfessional indemnity, public liability, business interruption, key person cover.

H M L

Wealth creation beyond the practiceBuilding financial assets outside the business income.

H M L

Our Values

🤝 Integrity ❤️ Care 🌱 Growth ⭐ Excellence 🌟 Respect

Standards Underpin Everything

Clinical

Infection control (AS 5369:2023)
Clinical record keeping
Treatment prioritisation
Treatment plan quality
CPD expectations
AHPRA and radiation compliance
Emergency preparedness
Equipment maintenance

Team

Communication expectations
Punctuality and presentation
Accountability and follow-through
Attitude and contribution
Privacy and confidentiality
Professional development
How conflict is handled
Acceptable behaviour

Patient

How patients are greeted and farewelled
Response times to enquiries
How fees are discussed
Quality of treatment communication
How complaints are handled
The overall patient experience
Privacy and data management
Follow-up after procedures

Business

Patient-first decision making
Accurate advertising (AHPRA)
Transparent fee disclosure
Accurate billing and claiming
Consumer law compliance
Privacy Act obligations
Ethical supplier dealings
Integrity in all decisions

Session Summary & Next Steps

Dental Business Mastery
dentalbusinessmastery.com.au

Key Observations & Discussion Notes

Use this page to capture what came up during the session - strengths, gaps, surprises and priorities.

Biggest strengths identified

Most urgent gaps or concerns

Quick wins - things we can do immediately

Longer-term priorities to plan for

Agreed Next Steps

What are we going to do, who is going to do it, and by when?

Action Who is responsible By when

General notes

Practice Success FrameworkWorking Session Document

Leadership & Vision

Leadership & Vision

The Team

The Team

Patient Experience

Patient Experience

Clinical Excellence

Clinical Excellence

The Schedule & Operations

The Schedule & Operations

Business Performance

Business Performance

Our Values

Standards Underpin Everything

Clinical

Team

Patient

Business

Session Summary & Next Steps

Key Observations & Discussion Notes

Agreed Next Steps

SUBSCRIBE TO OUR NEWSLETTER

Practice Success Framework
Working Session Document