Dr Philip McCauley

Q: Dr McCauley, could you give us a brief overview of your journey into practice ownership and what your challenges were?

Dr Philip McCauley: Certainly. After working at a referral practice for 13 years, my wife and I decided it was time to venture out on our own and establish a small boutique practice focused on my expertise in implants and preventative dentistry. The idea was exciting, but the reality quickly set in that running a practice involves much more than clinical skills. We were well-prepared to provide high-quality dental care, but we found ourselves at a loss when it came to the business side of things—especially in attracting and converting new patients. Unlike a referral-based setup, where patients come in pre-committed to treatment, we had to actively market our services and convince patients to choose us. This was a completely new challenge, and it became clear that we needed expert guidance. A colleague recommended Dental Wealth Builder (DWB), led by Drs. Rahul and Bhavna Doshi, along with their coaching, have been transformative for our practice. The investment in their coaching program was crucial, as it provided us with the necessary tools and strategies to navigate the complexities of running a successful dental practice. In my Devonshire practice, we experienced continual growth each year. For instance, over the past five years, I have placed more than 2,700 implants, a number that surpasses what many dentists achieve in their entire careers.

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Q: What specific tools and strategies were most impactful in growing your practice?

Dr Philip McCauley: There were several, but the most impactful were the techniques for generating leads and effectively managing them. We learned how to communicate with potential patients, present treatment plans convincingly, and manage our team to ensure consistent service delivery. The program's marketing insights were invaluable—understanding different types of marketing strategies, dealing with agencies, and continually adapting our approach to stay effective. We also developed a structured system for patient management, which significantly streamlined our operations. The emphasis on having a systematic approach to every aspect of the practice, from the initial phone call to post-treatment follow-ups, has been a paradigm shift.

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Q: Can you elaborate on the marketing strategies you found particularly useful?

Dr Philip McCauley: The biggest takeaway was understanding that marketing is not a one-time effort, but a continuous process. We learned to vet everything the marketing agencies did, ensuring the messaging and images aligned with our brand. It's crucial to keep a close eye on the marketing efforts and not just assume everything is being handled correctly. This vigilance helped us pivot when necessary, such as switching agencies or adjusting our marketing tactics to reach our target audience better. The key is not just attracting leads but converting them into actual patients, which is where our focus on lead management and communication came into play.

Additionally, understanding the importance of branding was another critical lesson. We had already revamped our practice's image. Still, we needed to ensure that everything, from our website to patient communication, highlighted the high standards and patient-centred care we offer. This rebranding effort extended to our staff, who were coached on presenting a professional yet approachable image. We also learned the importance of internal marketing—using our existing patient base to generate referrals and positive word-of-mouth, which has been incredibly effective in building trust and credibility in the community.

Q: How has implementing these strategies affected your team and patient interactions?

Dr Philip McCauley: Implementing these strategies, particularly the role of the Treatment Coordinator (TCO), has transformed our practice. The TCO role has been essential in building trust and rapport with patients, guiding them through their treatment journey and ensuring they feel supported. With Bhavna's guidance, we also systematised our entire patient communication process in the practice. This has not only improved patient satisfaction but also increased job satisfaction among our staff, as they felt more involved and valued. The structured approach has fostered a positive team culture, where everyone understands their role and the contribution they make to the overall patient experience. This cohesion is reflected in the atmosphere of the practice and the positive feedback we receive from patients. It becomes part of our DNA.

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Q: Speaking of patient feedback, how have patients responded to these changes?

Dr Philip McCauley: The response has been overwhelmingly positive. We regularly receive five-star Google reviews, and most of the feedback emphasises the friendly and supportive atmosphere of our practice. Patients often highlight their interactions with the staff and the comfortable environment as key factors in their positive experiences. This feedback is gratifying and validates the importance of focusing on the patient journey and creating a welcoming atmosphere. The reviews frequently mention the personalised care and attention they receive, which is a direct result of the systems and processes we've put in place. Patients appreciate the consistency and professionalism they encounter from the moment they walk in the door to their follow-up appointments.

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Q: What are some long-term changes you have implemented?

Dr Philip McCauley: One of the most significant long-term changes is the structured yet personalised patient journey we've established, starting from the initial contact through to the treatment plan and follow-up. This process ensures consistency and high-quality care. We've also adopted a continuous review approach, where we regularly assess and refine our systems and strategies. This proactive management helps us stay ahead of potential issues and adapt to changes in the market or patient needs. Another critical aspect has been the development of a strong team culture, where everyone is aligned with our practice's values and goals.

Additionally, we've seen the importance of continuous training and development. We regularly hold team meetings and training sessions to keep everyone up-to-date with the latest techniques and best practices. This commitment to education has not only improved our service quality but also helped retain talented staff who appreciate the investment in their professional growth. We've also implemented a feedback loop that allows team members to share their ideas for improvement, thereby fostering a collaborative and inclusive work environment.

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Q: How has your work-life balance improved?

Dr Philip McCauley: While running a practice often demands more time and effort, the structures and processes we implemented have made it more manageable. The coaching has helped us focus on the right areas, ensuring we're not wasting time on less critical issues. It's given us the confidence to handle the ups and downs of practice ownership, knowing that we have a solid foundation and the skills to address any challenges that arise. It's still a demanding role, but the clarity and direction provided by the DWB program have made it much easier to manage both work and personal life. My wife and I have learned to prioritise effectively and delegate tasks where possible, allowing us to enjoy time away from the practice without constant worry.

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Q: What do you consider the most significant benefit of the DWB program?

Dr Philip McCauley: The most significant benefit has been the transformation in our case acceptance rate, which is now over 95%. This success is mainly due to the comprehensive training in patient communication and presentation skills. Understanding how to connect with patients and present their options clearly has made a massive difference. Additionally, the ongoing support and resources provided by DWB have been invaluable. It's not just about learning once but having continuous access to advice and updates, which keeps us on track and motivated. The program has also instilled a greater sense of confidence in our abilities, enabling us to take on more ambitious projects and expand our practice in ways we hadn't previously imagined possible.

In fact, I'm proud to share that in our first year of opening, we won ten awards, solidifying our position as an industry leader! Each year, we continue to earn accolades in every aspect of patient care, which has led to our recognition as the premier practice for implant dentistry in our area.

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Q: What key lessons would you say were most transformative for your practice?

Dr Philip McCauley: The key lesson is never to take your eye off the ball. Running a practice requires constant vigilance and a willingness to adapt to changing circumstances. Whether it's keeping up with marketing trends, refining patient communication, or managing the team, there's always room for improvement. The coaching from DWB has equipped us with the tools and mindset to not only manage these challenges but thrive in the face of them. It's been a transformative experience that I highly recommend to any dental professional looking to grow their practice.

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Q: With your extensive experience, what advice would you give to dentists considering business coaching?

Dr Philip McCauley: First, be open-minded. There's always more to learn, especially in areas such as business growth and patient management, where many dentists have limited formal training. Second, fully commit to the process. The knowledge and strategies you gain will be invaluable throughout your career. Finally, regularly review and apply what you've learned. The insights from business coaching aren't just for immediate challenges—they're tools for continually improving your practice into the future.