When the new owners of Derby Street Dental practice made the decision to move away from their previous provider, they knew the practice needed a more sustainable, patient-focused way forward.
After a lengthy process, Principal dentist, Alex Wright, completed the purchase of the practice in February 2025. However, on closer inspection, he and his Business Manager, Lisa Lawrence, discovered that the capitation plan in place with another provider was unsustainable financially.
As Lisa explains: “The biggest problem was that there hadn’t been an increase in fees for 16 years which meant it just wasn’t financially viable. We were losing money hand over fist.”
Alex knew things had to change, and that his preferred move was towards a maintenance plan rather than capitation. After speaking to colleagues and visiting the Practice Plan stand at dental shows he decided he would like to investigate his options with Practice Plan.
Previous experience with Practice Plan
Fortunately, Lisa had worked with Practice Plan at another practice and had developed a good relationship with her Regional Support Manager (RSM) at the time, Josie Hutchings, and agreed to contact her. Josie introduced them to fellow RSM, Kirsty Munn, and along with the rest of the team, she found a clear path forward for Alex. As Lisa says: “As Alex had never owned a practice before, he just didn’t quite know where to go and how to start the transition. So, Kirsty came in and just took it from there and it’s been amazing.”
Honest conversations that built trust
With 350 patients to transfer, the team felt a transparent approach was called for. After sending a letter to each of the affected patients they received a number of queries as to why the change was taking place. Lead administrator, Kay Wright, set about examining their records and during some lengthy telephone conversations was able to outline to patients how much ‘free’ treatment they had received over the previous 12 months. In some cases, this equated to hundreds of pounds, a position that was clearly unsustainable for the practice.
“I was just honest with them really,” she recalls. By clearly explaining the financial reality, patients understood the need for the change of approach. “The patients have been stunned,” Lisa says. “They believed that their treatment was being subsidised by the other provider.”
Strong results, even at an early stage
Despite the scale of the change, the practice saw immediate signs of success. “So far, 228 of the 350 patients on the other plan have joined the new one,” Lisa reports. More importantly, retention has remained high despite a practice nearby offering NHS treatment. “We’ve had a few that have moved, but not many,” Lisa says.
A streamlined system that works for the team
The team is delighted at how well the new system is working for them. From a practical perspective, the experience with Practice Plan has been seamless. ““It’s been very, very streamlined; really good system,” Lisa says.
For Lisa and Kay, having a dedicated contact throughout the process was invaluable: “Kirsty’s been amazing,” they enthuse. Alex echoes their words: “Practice Plan has been amazing,” he says. “Really helpful in terms of giving us all the information we need. Anytime we’ve got any issues, we just pick up the phone. Kirsty’s been amazing and Meg [our Relationship Support Adviser] on the phone as well, just pick up the phone, any issues are resolved straight away.”
As they were hoping for a long-term association, it was important to Alex and the team to choose a plan provider they felt they could get along with and he advises others to do the same. “Picking a company that you can get on with, and you know they’re going to help is essential. You’re going to be with them for a long time so you need to find a company that will provide this support. And then it’s about you choosing the plans that you want to offer to patients as well.” All of which he believes he’s found with Practice Plan.
A future built on sustainability
Alex and the team are gradually extending the range of services and treatments they offer. They now have oral and maxillofacial surgeons who offer clinics with them with the aim of becoming a referral practice for the area.
This will be supported by a stable and scalable plan which they now have in place. Having started the process with patients who had already been on a plan, their intention is to extend their offer to pay as you go patients next. As Alex says, “Obviously we want more patients, and we want them on our practice plan.”
Alex has a personal target of being able to reach the threshold to qualify for an invitation to next year’s Practice Plan Club Weekend which offers clients an opportunity to mix socially with other like-minded dentists and practice owners in a relaxed environment.
With clear pricing, confident communication, and the right support behind them, Derby Street Dental aims to transform a challenging transition into a strong foundation for a successful business.