Dental Success: Beyond Chairside

Robots in Dentistry? Julian Moore on Practical AI for Dental Practices

In this episode, Julian Moore, an AI specialist and former Microsoft engineer from Strategic Membership Solutions, discusses how dental practices can use AI to reduce repetitive work while maintaining patient trust and human connection. He explains why practices should approach AI as a junior team member, with clear instructions, boundaries and oversight. The conversation explores AI receptionists, appointment scheduling, software integrations and the potential role of humanoid robots in dentistry. Julian also discusses privacy, data hosting and the questions practice owners need to ask...

AI for dental practices: start with the problem, not the tool

In this episode, Gry Stene, a human intelligence strategist, author and advisor, discusses how dental practices can make practical use of AI and automation by starting with the problem they need to solve. Drawing on nearly 40 years of experience in software and digital health, Gry explores opportunities to reduce administration, support patient communication and improve workflows. The conversation covers AI scribes, meeting minutes, stock control, recall systems and social media, with an emphasis on protecting patient information, checking AI output and maintaining human connection...

Discover how AI voice technology is reshaping front office operations in dental practices. Lewis Crook shares insights from his 20+ years in enterprise tech and healthcare, highlighting practical applications, benefits, and considerations for adoption.

Timestamps:
1:05 — Why missed calls are a major issue for dental practices
2:06 — Lewis’s background and where AI voice supports human care
3:32 — The real-world impact of unanswered practice calls
4:27 — Handling the morning booking rush with AI
5:39 — Patient experience, retention, and revenue opportunities
6:58 — How AI agents are trained and connected to practice systems
8:18 — Why older automated phone experiences crea...

In this conversation, Michelle Pritchard and Jackie Campbell discuss the significance of authenticity in leadership and communication. Jackie emphasises the importance of being true to oneself and aligning personal values with business practices. They explore how personal experiences shape professional identity and the impact of imposter syndrome on individuals in leadership roles. The discussion also highlights the need to create a positive work environment and to build trust and relationships with clients. The episode concludes with a powerful reminder to be the voice, not the echo, in one's professional journey.

Timestamps:
00:00 Introduction...

In this conversation, Michelle Pritchard and Ameena Basile discuss the critical role of communication in dental practices. They explore the importance of daily huddles, structured meetings, and timely feedback to enhance team dynamics and patient experience. Ameena shares her journey in practice management and emphasises the need for leaders to set an example in fostering effective communication. The discussion highlights how clear expectations and regular check-ins can prevent misunderstandings and improve overall practice success.

Timestamps:

00:00 The Importance of Communication in Dental Practices
04:02 Daily and Weekly Rhythms for Team Success
10:11 Setting Expectations...

In this engaging conversation, Michelle Pritchard speaks with Dr Edwin “Mac”  McDonald, a seasoned dental practice owner and leadership coach. Dr Mac shares insights from his 40 years of experience in aesthetic, restorative, and implant dentistry, emphasising the importance of a holistic approach to dental practice management. He discusses how his upbringing and experiences shaped his focus on leadership and communication, highlighting the need for dental professionals to understand their team members as whole individuals. Dr Mac stresses that effective leadership involves clear communication, intentional relationship-building, and fostering a supportive team culture.

As the conversation progresses, Dr Mac addre...

In this episode, Michelle Pritchard engages in a heartfelt conversation with Dr Parul Bhatia, a seasoned dentist who shares her journey through burnout and the sale of her practice. Parul emphasises that leading a dental practice is not just about systems and workflows, but fundamentally about the relationships built with team members and patients. She reflects on the challenges faced during the transition of selling her practice, highlighting the importance of transparent communication and the emotional impact of change on her team. Parul’s experience reveals the complexities of leadership, especially in times of uncertainty, and the ne...

In this episode, Nosh Hands from Re-engagement Consultants shares expert insights into how dental practices can optimise their patient recall systems, improve communication, and boost long-term patient engagement. Discover practical tips on language, process, and data management to drive sustainable growth.

Timestamps:

00:00 Introduction

04:52 Communication Gaps in Dental Practices

09:00 Navigating High-Value Treatments

11:31  Building Trust and Understanding Patient Needs

15:06 Data Clean-Up and Its Impact on Dental Practice Efficiency

Key Topics:

In this conversation, Michelle Pritchard and Ashley Latter discuss the challenges dentists face in communicating treatment value to patients. Ashley shares his journey in dental sales training, emphasising the importance of building rapport, understanding patient needs, and avoiding common communication mistakes. He highlights that effective communication skills are crucial for increasing treatment acceptance and achieving success in dentistry. The discussion also covers practical advice for dentists to enhance their communication strategies and ultimately improve patient outcomes.

Timestamps:
00:00 Introduction to Ethical Sales in Dentistry
04:40 Common Communication Mistakes Dentists Make
09:17 Building Rapport and Understanding...

In this episode, Michelle Pritchard speaks with Brooke Oliphant, founder of Rise Up Coaching, about the pivotal role of treatment coordinators in orthodontic practices. Brooke emphasises the need for these coordinators to communicate with clarity and confidence, moving away from scripted dialogues to more authentic conversations that resonate with patients. She discusses how the orthodontic industry has been slow to modernise, and how practices can better support their coordinators to foster genuine connections with potential patients, ultimately leading to higher treatment acceptance rates.

Brooke shares insights on the importance of understanding the new patient journey, highlighting that...

In this episode, Michelle Pritchard speaks with Dr Sugz Mahalingam, a general dentist and communication strategist, about the critical role of patient trust in dental practice. Dr Sugz emphasises that while patients may not remember every detail of their visit, they will always recall how they felt during their appointment. He shares insights from his experience in both clinical dentistry and persuasive psychology, highlighting the importance of understanding patients' underlying motivations for seeking treatment. By asking open-ended questions and tailoring treatment options to individual needs, dentists can foster a more trusting and engaging environment.

The conversation delves...

In this episode, Julie Parker discusses the critical role of effective communication in dental practices, particularly during the first patient interaction. She emphasises the importance of building trust, enhancing phone interactions, and training receptionists to improve patient engagement. Key strategies include increasing energy when answering calls, speaking slowly for clarity, and actively listening to patient needs. The conversation highlights the significance of these elements in creating a positive patient experience and the overall success of a dental practice.

Timestamps:
00:00 The Importance of First Impressions
02:53 Training for Effective Communication
05:54 Building Trust Through Communication
12:04 Key...

In this episode of Dental Success Beyond Chairside, Michelle Pritchard interviews Jurgen Kuhefuss, the Director of Bio Hygiene, about the importance of sustainable infection control in dental practices. They discuss the impact of chemicals used in dental hygiene, the benefits of biodegradable products, and the health risks associated with traditional disinfectants. Jürgen emphasises the need for dental teams to be aware of the products they use and their environmental impact, while also providing insights into navigating equipment warranties and marketing sustainability to attract patients. The conversation highlights the innovations in eco-friendly cleaning solutions and encourages dental practices to c...

In this episode of Dental Success Beyond Chairside, Dr Ash Shah discusses the integration of sustainability into dental practices. From reducing waste through innovative materials to creating eco-friendly patient care packs, Dr Shah shares her journey and the positive impact on both the environment and her practice's bottom line. The conversation highlights the importance of aligning business values with environmental responsibility and the potential for financial savings through sustainable practices.

Takeaways
- Sustainability is a current and relevant topic in dentistry.
- Personal values can drive business culture and practices.
- Reducing single-use plastics...

In this episode, Michelle interviews Brad Potter, a seasoned business broker specialising in healthcare practices. They discuss the essential steps practice owners should take to maximise the value of their dental practice before selling. Key topics include understanding buyer preferences, the importance of practice presentation and equipment, systemising operations for smooth transitions, and navigating relationships with associates regarding goodwill. The conversation emphasises the significance of preparation and strategic planning in the sale process, as well as recognising the right time to sell.

Takeaways

In this episode, Michelle Pritchard interviews Craig Keegan from M&A Profits, who discusses innovative exit strategies for dental practices, particularly focusing on a cooperative model that allows dentists to maintain control and trust while preparing for a successful exit. Craig outlines the importance of building a scalable business with 13 essential pillars. He explores various exit strategies, emphasising the need for planning and preparation from the moment a practice is acquired.

Chapters
00:00 Introduction to Dental Practice Exits
02:06 Craig Keegan's Background and Co-op Model
03:57 Building Trust in Dental Exits
07:42 Exploring 11 Exit Strategies
11:34 Cooperative...

In this episode of Dental Success: Beyond Chairside, Michelle Pritchard chats with James Mani from Carestack about the key role practice management systems play in running a modern dental practice. James shares lessons from his journey in the dental tech space, showing how well-integrated digital tools can improve patient care and streamline daily operations. They also discuss how AI is helping practices strengthen communication, boost clinical efficiency, and stay ahead in a fast-changing industry.

Takeaways
- Your practice management system could be the brain of your entire operation.
- Carestack is a dominant product in...

In this episode of Dental Success Beyond Chairside, Michelle Pritchard interviews Sunil Purba, Founder of the Integrated Executive, a chartered accountant and healthcare executive, about the financial metrics that orthodontic practices should analyse to ensure growth and sustainability. Sunil shares his journey in the industry, the challenges faced by practices post-COVID, and the importance of understanding key performance indicators. He emphasises the need for tailored strategies based on individual practice goals and highlights the significance of patient experience in a competitive landscape. Sunil also discusses economic indicators that suggest a more favourable business environment in the coming year and...

In this episode of Dental Success Beyond Chairside, Michelle Pritchard and Kelly King discuss the importance of intentional financial planning for dental practice owners. They explore how the right business structure can minimise taxes and support long-term growth, the significance of proactive tax planning and superannuation strategies, and the various options for generating passive income. The conversation emphasises the need for collaboration between financial planners and accountants to ensure a comprehensive approach to wealth creation and succession planning.

Timestamps:
01:00 Introduction to Wealth Creation in Dentistry
03:00 The Importance of Business Structure
08:30 Tax Planning and Superannuation...

In this episode of Dental Success Beyond Chairside, Michelle Pritchard speaks with Arthur Addinall, a chartered accountant specialising in helping dental professionals understand their financials. They discuss the importance of looking beyond tax time to manage a dental practice effectively, emphasising the need for strategic planning and the value of having a supportive team. Arthur shares insights on how to track key financial metrics, the significance of cash flow, and the necessity of investing in people to ensure long-term success and sustainability in the dental industry.

Timestamps:
01:00 Understanding Financials in Dental Practices
07:51 The Importance of...

In this episode of Dental Success Beyond Chairside, Michelle Pritchard speaks with David McMullen, a commercial lawyer specialising in the dental sector. They discuss the critical importance of establishing solid legal foundations for dental practices, particularly for first-time buyers. David emphasises the need for formal agreements, understanding business structures, and the ongoing legal responsibilities that come with running a dental practice. The conversation also covers the intricacies of buying and selling dental practices, highlighting the importance of being prepared and organised. Finally, they emphasise the importance of maintaining ongoing legal housekeeping and staying informed about evolving legal obligations, particularly...

In this episode of Dental Success Beyond Chairside, Michelle Pritchard and HR expert Kristy-Lee Billett discuss upcoming changes to the Health Professionals and Support Services Award, particularly focusing on the classification and pay of dental assistants. They explore the implications of these changes, the importance of preparing for potential increases in staff costs, and the need for dental practices to enhance efficiency and productivity. The conversation also touches on the broader context of gender pay gaps and the need for compliance in the dental industry.

Timestamp:
01:02 Introduction to Upcoming Changes in Dental Awards 
02:33 Understanding the F...

In this episode of Dental Success: Beyond Chairside, Michelle Pritchard is joined by Ro Gorell, experienced change strategist and founder of Grow Talent Pty Ltd. Together, they explore why change efforts in dental practices often fall short and how to get your team on board from the start. Ro shares insights grounded in behavioural science, highlighting the importance of communication, context, and collaboration when implementing new systems or strategies. Whether you're introducing new technology or refining your workflows, this conversation will help you lead change that sticks.

Timestamp:
01:00 Introduction to Change Management
01:57 Engaging Teams in...

In this conversation, Michelle Pritchard speaks with Dr Parul Bhatia about her journey as a dental practice owner, the challenges of balancing personal and professional life, and the importance of support systems in managing a successful practice. Parul shares her insights on sustainability, the need for business management, and how success can be defined differently for each practitioner. The discussion emphasises the significance of aligning values, seeking help, and preparing adequately before entering the business.

Chapters
01:00 The Journey of Practice Ownership
03:40 Finding Balance and Sustainability
06:08 The Role of Support in Practice Management
08:46 Defining...

In this episode of Dental Success Beyond Chairside, Michelle Pritchard interviews Lauren Cawthorne, a treatment coordinator from Harris Orthodontics, about the integration of AI scribes in dental practices. They discuss Lauren's journey into the dental field, the benefits of automating tasks to save time, and how AI technology enhances patient communication and care. Lauren shares her experiences with the AI platform Heidi Health, explaining how it assists in note-taking, generating reports, and improving overall efficiency in consultations. The conversation underscores the significance of technology in contemporary dental practices and its influence on patient relationships.


Timestamp:
01:00...

Securing Your Practice: IT Vulnerabilities & Risk Management with Stuart Millington

In this episode of Dental Success: Beyond Chairside, I’m joined by Stuart Millington from Bluebird IT. With over 20 years of experience in the IT industry, Stuart specialises in providing exceptional IT support, particularly for the healthcare sector. His expertise ensures that technology aligns seamlessly with his clients' unique business journeys.

If you've ever wondered, How confident am I that my sensitive data is secure? or Could hidden IT vulnerabilities or internal risks be putting my business at risk?, th...

In this episode of Dental Success: Beyond Chairside, I’m joined by Vicki Samios, founder of Above It. As a dentist, practice owner, and business coach, Vicki brings a wealth of experience in navigating the complexities of practice ownership. She understands firsthand the balancing act of patient care, business decisions, and team management.

If running a practice ever feels overwhelming, this episode is full of practical insights to help you shift your mindset, lead with clarity, and create a supportive, high-performing team environment.

Vicki shares her journey and practical strategies to make practice ownership sm...