Dr Neresh Behari and Dr Usha Ramjas

Q: What led you to think about coaching?

Dr Usha Ramjas: We were initially drawn to Dental Wealth Builder (DWB) because we were at a crossroads with our practices. While we were successful and had a steady patient base, there was untapped potential. Our practices in Hampshire and West Sussex were running efficiently, but we recognised that we could further enhance our service quality and business performance. Our patients are important to us, and we wanted to find a way to improve both their experience and journey in our practices. Meeting Drs. Bhavna and Rahul Doshi were a revelation; their combined expertise in clinical dentistry and business acumen was precisely what we needed. Their genuine passion for helping dental professionals succeed was immediately apparent, and we felt an instant connection with their values and mission. Their philosophy of developing strategies that benefited our patients, our team, and ourselves deeply resonated with us.

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Q: Tell us about the changes that had the most significant impact on your practices?

Dr Neresh Behari: Implementing the Treatment Coordinator (TCO) role was transformative. This role fundamentally changed how we managed patient interactions, from initial consultations and facilitating the treatment plans to post-treatment follow-ups. The TCO became an essential bridge between us, the dentists, and our patients, ensuring that every patient felt heard and understood. This role not only improved patient communication but also increased our case acceptance rates, as patients felt more comfortable and informed about their treatment options and were able to make better choices for themselves.

Dr Usha Ramjas: Another significant change was the introduction of diary zoning. This system helped us prioritise more complex high-value patient treatment plans and manage our schedules more effectively. It allowed us to allocate specific times for different types of treatments, ensuring that we could maintain a balanced workload and provide each patient with the attention they deserve. The result was a smoother workflow, reduced patient waiting times, and a noticeable improvement in patient satisfaction. It also significantly reduced stress within the team, which in turn fostered a happier work environment.

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Q: How did you accelerate your path to success?

Dr Usha Ramjas: We created a structured, step-by-step approach to business growth, covering everything from patient management to financial planning. Bhavna and Rahul guided us through this process, offering insights that would have taken us years to learn independently. They also helped us set clear, achievable goals and provided the tools and strategies to reach them. This clarity and direction were invaluable, enabling us to implement changes swiftly and effectively, thereby speeding up our path to success.

A key factor that significantly impacted our practice was the use of the "Co-Discovery" approach with our patients. This transformative process actively involved patients in discussions about complex treatment plans, ensuring everyone was aligned. As a result, it greatly contributed to a higher case acceptance rate.

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Q: Can you share what aspects influenced your leadership and team dynamics?

Dr Neresh Behari: Over time, we have continually worked to improve our leadership skills and the overall team dynamics. We understood the importance of clear communication and delegation, which helped us empower our team members. Bhavna helped to develop a structure for our team engagement. The aim was to create an independent-thinking and productive team. We started holding regular team meetings, which created a platform for open dialogue and feedback. This not only enhanced team morale but also encouraged a sense of ownership and accountability among our staff. As leaders, we became more focused on mentoring and developing our team, which in turn improved the overall efficiency and cohesiveness of our practice.

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Q: What role did continuous training and development play in your practice's growth?

Dr Usha Ramjas: Continuous training and development have been cornerstones of our practice's growth, a principle strongly advocated by DWB. We realised early on that investing in our team's development was crucial for maintaining high standards of patient care and service. We now dedicate one afternoon every month to in-house training, focusing on a range of topics, from clinical skills to customer service. This commitment to learning has fostered a culture of continuous improvement, where team members are encouraged to share ideas and feedback. It's also a time for team bonding, as we strengthen our collective resolve to provide the best possible care to our patients.

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Q: Can you elaborate on the personal and practice growth you've experienced?

Dr Usha Ramjas: The personal growth we've experienced has been profound. The coaching helped us gain greater clarity and confidence in our roles as leaders and clinicians. We learned to identify our strengths and areas for improvement, which has been crucial for our development. The program also emphasised the importance of work-life balance and personal fulfilment, encouraging us to pursue personal goals alongside professional ones. This holistic approach has not only made us better dentists but also more rounded individuals.

Dr Neresh Behari: The return on investment from the DWB program has been substantial. Tangibly, we've seen increased revenue and profitability, thanks to improved patient retention and case acceptance rates. The introduction of systems such as diary zoning, fee-setting, and follow-up has streamlined our operations, resulting in improved financial performance. Intangibly, the program has brought us greater job satisfaction and a renewed sense of purpose. The personal and professional growth we've experienced has enriched our lives and deepened our commitment to our patients and team.

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Q: How has your commitment to patient care and community involvement evolved?

Dr Neresh Behari: The DWB program has deepened our commitment to delivering exceptional patient care and fostering community engagement. We've implemented a more patient-centred approach, ensuring that every aspect of our service, from the reception area to the treatment room, is designed with the patient's comfort and satisfaction in mind. We've also become more involved in community outreach and educational initiatives, sharing our knowledge and promoting oral health. This commitment to giving back has not only strengthened our connection with the community but has also enriched our practice's culture and values.

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Q: What advice would you give to other dental professionals who are considering getting a coach?

Dr Usha Ramjas: Our advice to other dental professionals considering the DWB program is straightforward: do it, and learn from those who have succeeded in their own dental practices. The insights and guidance we received have been invaluable, not just for our practice but also for our personal and professional growth. Bhavna and Rahul's approach is comprehensive and tailored to your specific needs, ensuring that you get the most out of the experience. Whether you're looking to grow your practice, improve patient care, or enhance your leadership skills, DWB offers the tools and support you need to succeed. We've also discovered that there are numerous ways to achieve desired outcomes when faced with challenges. Collaborating with coaches who, through their hands-on experience, understand the various paths to success is truly invaluable.

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Q: How did you define and achieve your vision for your practices?

Dr Neresh Behari: The DWB program was pivotal in helping us define and refine our vision for our practices. Through coaching, we honed in on what we wanted our practices to represent and how we wanted to be perceived by our patients and community. We aspired to be a premier cosmetic and restorative practice, known for excellence in patient care and outcomes. Bhavna and Rahul provided us with the strategies and tools to achieve this vision, from enhancing our patient journey to implementing high-quality treatment protocols. Today, our practice is recognised for its exceptional standards, and we attract patients who seek specialised cosmetic and restorative treatments.

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Q: Any final thoughts on your journey and your vision for the future?

Dr Neresh Behari: Our journey with DWB has been transformative, and it has fuelled our excitement about the future. The program has not only helped us achieve our previous goals but has also equipped us with the skills and knowledge to continue evolving. We're proud of the practice we've built and the positive impact we're making on our patients and community. Moving forward, we're committed to maintaining the high standards we've set and continuing to grow and innovate. The future looks bright, and we're grateful to Bhavna and Rahul Doshi for their guidance and support on this incredible journey.

Dr Usha Ramjas: Since the coaching program, our goal has been to continue building on the strong foundation we've established. DWB coaching provided us with a clear roadmap for future growth, focusing on expanding our cosmetic and restorative services while further enhancing the patient experience. We continued investing in our team's development, ensuring that we remain at the forefront of the industry. Over the years, we have received numerous accolades to highlight this achievement. Ultimately, we aimed to create a practice that not only excels in dental care but also makes a positive impact on our community and the broader dental profession. We have achieved this mission and continue to do so to this day.