For many dental practices, the first phone call is just another item on the to-do list: find a gap, book an appointment, and move on. But what if that call was more than a box to tick? In thriving practices, it's the moment that sparks the patient experience and sets the stage for a great relationship - one that can shape the energy and outcomes of your entire day. This is where the Telephone Information Slip (TIS) becomes a powerful, practical tool.   When used consistently

As we farewell another year in dentistry, one thing is clear: 2025 was a year of recalibration. Practices worked harder than ever to balance high-quality care, recruitment challenges, shifting patient behaviour, and financial pressure. Yet, through these challenges, we also saw resilience, innovation, and extraordinary progress. At Prime Practice, our coaches and consultants worked with practices across Australia and New Zealand, giving us a unique vantage point into what tru

For many dental practices, the front desk is still viewed as a transactional space - answering phones, booking appointments, managing the diary. But in reality, your front office is one of the most powerful drivers of practice growth, patient trust and long-term loyalty. In a recent Prime Practice and CareStack/VoiceStack webinar, I explored how intentional front office communication directly impacts conversion, cancellations, recall rates and team confidence. Here are the

Knowing when the time is right to appoint a skilled practice manager is one thing. Appointing the right person so the role delivers real return is another.

In this must‑watch conversation, Dr Frances Ershad of Dental Garden Podcast sits down with our very own Coach, Consultant and Trainer, Daleen Kupsch, to explore the emotional side of leadership and how practice owners can lead with authority, clarity, and compassion.

Strong communication for dentists goes beyond explaining procedures - it’s about creating understanding and trust. When dentists learn to tell patients that “most dentistry is elective,” it changes everything. Instead of feeling pressured, patients feel informed, respected, and empowered to make their own decisions. This subtle shift in language can dramatically improve communication, build long-term trust, and increase case acceptance. The Hidden Problem: When Patients Say “

Many dental teams believe their systems are being followed — until they look closer. Discover why consistency, not just knowledge, drives patient trust, team culture, and practice success. For more than 30 years, Prime Practice has partnered with dental professionals to transform good practices into great ones. Over those decades, one truth has stood the test of time: knowing what to do and consistently doing it are two very different things. We often meet returning clients w

Many dentists have a dental practice , but few are truly growing one. Discover Dr Phillip Palmer’s timeless insights on what drives lasting success in today’s dental landscape. In 2016, Dr Phillip Palmer , founder of Prime Practice , wrote about a crucial distinction that remains just as relevant today: the difference between having  a dental practice and growing  one. At the time, Dr Philip Palmer observed that in earlier decades, running a successful practice required litt

by Daleen Kupsch. Originally posted in Bite Magazine Daleen Kupsch and Louise Howlett Coaches, Consultants and Trainers at Prime Practice...

by By Josh Jennings . Originally posted by Bite Magazine What does a dentist need to do to get ready for practice growth? The experts...

Dentistry is more than a clinical skill - it’s a people profession. And while most dental professionals are trained to handle the...

Most dental practices understand the importance of hiring skilled clinicians, investing in equipment, and maintaining efficient systems....

Many dental Practice Owners excel at clinical care but find themselves unprepared for leadership. Managing staff, driving strategy, and...

Artificial Intelligence (AI) is rapidly transforming the dental industry, influencing everything from patient care and diagnostics to...

In the past, dentistry has been known for generating significant waste, with limited opportunities for reuse or recycling.

An essential part of running a compliant dental practice in Australia or New Zealand is having a well-developed Infection Prevention Policy & Procedures Manual.

Is your dental practice truly infection control compliant? Protect patients, staff, and your reputation.

As EOFY 2025 approaches, now is the time to review your tax position. This article highlights two practical, compliance-friendly tips — making super payments early and writing off bad debts or expired stock — to help dental practice owners reduce stress and improve financial clarity heading into FY2026.

As EOFY approaches, more dental professionals are investing in coaching to gain clarity, sharpen leadership, and drive practice growth. Here are five key reasons why coaching is helping practice owners and managers build better, stronger practices heading into FY2026.

As the new financial year begins, it’s the perfect time to reassess and refocus your dental practice goals. This article shares six actionable strategies to help you strengthen patient relationships, motivate your team, enhance clinical offerings, and measure success more effectively.