Dr Jatin Patel

Q: Can you tell us a bit about your journey into dentistry and your early experiences in the field?

Dr Jatin Patel: My journey into dentistry began at 18, fuelled by a desire for a stable career with regular hours. After qualifying from Guy's and St. Thomas' in 1999, I spent a year in North Devon for vocational training before returning to Reading. My initial years were spent in the NHS, where I experienced the transition from a fee-per-item system to the UDA system, which proved to be both challenging and enlightening. These early years provided a solid foundation in the practical aspects of dentistry, but it was clear that I needed a new direction to achieve my dreams. The transition period was especially tough, as I was performing high UDAs annually, which was exhausting and unfulfilling. It was during this time that I realised that owning a practice would give me the autonomy I craved to explore more advanced and high-end dentistry.

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Q: How did you decide to start your first practice, Egham Dental Care, and what challenges did you face?

Dr Jatin Patel: The decision was strongly influenced by my late father's belief in the value of owning my own practice. Initially, we considered purchasing an existing practice, but market conditions made this difficult. Practices were scarce and overpriced due to the high goodwill associated with NHS contracts. Ultimately, we decided to start from scratch, which seemed daunting but necessary. Establishing Egham Dental Care was a significant leap, and the first few years were marked by numerous challenges, ranging from low patient numbers to the nuances of managing a business. We had to learn the hard way about the importance of every role in the practice, particularly reception, which is often underestimated. My wife, Priti, who had no prior dental experience, played a crucial role in this process. She trained as a dental nurse before transitioning to manage reception, where her communication skills and ability to build patient relationships became invaluable.

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Q: You mentioned significant growth challenges. How did you overcome them?

Dr Jatin Patel: A significant turning point came in 2017 when our lease was up for renewal. The rental costs had become unsustainable, prompting us to relocate to Old Windsor. This move, though risky, proved beneficial. We acquired a freehold property, which not only provided us with a larger space but also reduced our financial burden. The new location allowed us to expand our facilities and improve our services. This period was a critical lesson in the importance of flexibility and foresight in business planning. The move also emphasised the value of being in a supportive community; the loyalty of our patients, many of whom followed us to the new location, underscored the trust we had built.

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Q: When did you reach a turning point in your practice?

Dr Jatin Patel: The pandemic came as an unprecedented challenge. It affected us personally and professionally. I lost my father to COVID-19, which was a devastating blow. Professionally, the lockdown suddenly halted our operations, and the future seemed uncertain. When dental practices were allowed to reopen under stringent conditions, it felt like starting over. The experience was mentally taxing, pushing me to a breaking point. However, it also highlighted the need for resilience and adaptability. It was during this difficult time that we recognised the necessity for expert guidance to navigate the new challenges. This realisation led us to seek out coaching.

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Q: This sounds like a pivotal moment. What decisions did you make to overcome this challenge?

Dr Jatin Patel: Our accountants have recommended that our practice not reach its full potential and recommended Dental Wealth Builder (DWB). We were at a critical stage, needing both a strategic overhaul and a morale boost. After an initial consultation with Drs Bhavna and Rahul Doshi, we were convinced of their expertise. They offered a comprehensive programme that covered everything from practice management to personal development. Initially, the investment seemed daunting due to the commitment involved, but we recognised that their insights and strategies could be transformative.

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Q: How did you accelerate your path to success?

Dr Jatin Patel: The DWB coaching experience significantly accelerated our journey to success by providing a clear, structured framework for growth. Previously, we had the ambition but lacked a comprehensive strategy. Together, we formulated a step-by-step plan, helping us avoid common pitfalls and focus on high-impact areas. The combination of Dr Bhavna and Dr Rahul Doshi's deep industry knowledge and practical business acumen provided us with insights that would have taken years to acquire on our own. This guidance allowed us to implement effective systems and processes much faster than we would have without their help. What might have taken us a decade on our own was achieved in a fraction of the time with their support.

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Q: What were the key areas that you focused on?

Dr Jatin Patel: Our approach was multifaceted, which provided us with a baseline foundation on which to build. Bhavna and Rahul helped us refine our patient journey, which was crucial for improving patient retention and satisfaction.

They introduced us to the concept of the Treatment Coordinator (TCO), which revolutionised how we handled patient consultations and treatment plans. This role enabled us to provide a more personalised and detailed consultation process, thereby improving patient understanding and satisfaction. We ensured that patients fully understood their treatment options and felt comfortable with their choices. This became a cornerstone of our patient interaction strategy. This not only improved case acceptance rates but also enhanced the overall patient experience. We created a premium patient journey, focusing on every detail from the first phone call to post-treatment follow-ups. This resulting impact was profound. This comprehensive approach enabled us to position our practice as a premier provider of dental care.

Additionally, we revamped our practice's aesthetic and operational procedures. We invested in modernising the clinic, both in terms of technology and decor, to reflect the high-quality care we provide. This included upgrading our digital infrastructure and incorporating high-resolution imaging and intraoral scanning, which were critical in explaining complex procedures to patients. The emphasis on using visual aids to enhance patient understanding was a game-changer. Our investments in the right patient communication journeys have paid huge dividends in terms of patient satisfaction and practice productivity.

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Q: How did these changes affect your team and patient relationships?

Dr Jatin Patel: The changes brought about a remarkable improvement in team cohesion and patient satisfaction. Our team became more aligned with the practice's goals, thanks to clear roles and regular training sessions facilitated by Bhavna. The emphasis on communication skills, both verbal and nonverbal, enabled our staff to connect better with patients and address their concerns more effectively. This improved communication extended to our internal processes as well, making operations smoother and more efficient. For patients, the enhanced journey, which included multiple touchpoints of excellence in dental care, from initial contact to treatment completion, significantly improved their experience. The personal touch we added, combined with a more organised and informative approach, led to higher patient satisfaction and loyalty. This, in turn, enhanced our marketing efforts.

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Q: How did you plan your vision for the future?

Dr Jatin Patel: The Dental Wealth Builder (DWB) programme has fundamentally reshaped and refocused our vision for the future. Drs Bhavna and Rahul Doshi were pivotal in our transformation, giving us greater confidence in how we approached redesigning our vision. Their combined expertise in clinical dentistry and business management offered a unique perspective that was both practical and inspirational. They didn't just provide advice. They actively engaged with us, participating in role-playing exercises and delivering real-time feedback. Their hands-on approach ensured that the concepts they introduced were thoroughly understood and effectively implemented. They became more than consultants; they were mentors who helped us see our practice's potential and guided us on the path to realising it. Their focus on both professional and personal development was particularly impactful, allowing us to balance our work life with personal growth and fulfilment.

We are now focused on expanding our practice, both in terms of physical space and service offerings. The training and insights gained have set us on a path to becoming a leading high-end dental practice in our area. We've started planning for future growth, including adding more treatment rooms and hiring specialised associates. Both Rahul and Bhavna, being a husband-and-wife team like Priti and me, emphasised the importance of work-life balance, which has been transformative. We're now able to plan our schedules more efficiently, allowing for more leisure time without compromising the quality of care we provide. This holistic approach has not only made our practice more profitable but also more fulfilling.

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Q: What advice would you give to other dental practitioners considering coaching?

Dr Jatin Patel: I strongly recommend it to any practitioner looking to elevate their practice. The insights and strategies provided by a comprehensive coaching programme, such as Dental Wealth Builder (DWB), are invaluable. It's not just about increasing revenue, it's about transforming every aspect of your practice and yourself. From improving patient care and team dynamics to personal growth and business strategy, the benefits are extensive. You will be able to reap the rewards from these lessons for many years to come. The investment might seem substantial initially, but the returns, both tangible and intangible, are well worth it. My advice is to approach it with an open mind and a willingness to implement new ideas. The results, as I've experienced, can be life-changing.