Manager Practice


had to be a halfway point that at that time didn’t really exist. It does now – and I think it is becoming much more common.” Aimi adds: “We offer the same level of service regardless of whether


you are spending £10.88 on a scale and polish or £2,500 on an implant. We treat all our patients with the utmost respect and care. It’s a lot more personal as well.” They attribute the steady growth in patient numbers to this emphasis on a quality personal service – building relationships with patients and focusing on the “patient journey” from first contact on the phone or via Facebook to walking through the door to dental examination and treatment to follow-up. “I think that’s why we’ve grown so quickly,” says Leanne. “We spent


a lot of time in the beginning forming these relationships with the patients. The fact that so many are still with us and that we are still growing reflects that.” The practice currently has over 9,500 patients on its list. In order to


accommodate the demand they run three surgeries on two six-hour shifts: 8 to 2 and 2 to 8. “We are getting pretty tight now,” Leanne admits. In addition to standard care Southside Dental offers implant


treatment with Leanne undertaking basic cases and a visiting implant surgeon handling the more complex ones. Two associates do facial aesthetics, marketed under the separate name of Southside Skin Clinic. The practice also offers a special service for nervous patients, including the option of conscious sedation for those with serious dental phobia.


DRIVE Another unusual aspect of the practice is the fact it is almost entirely female. Leanne insists this is not by design but mainly because they see a much higher proportion of female applicants for training posts. “It’s unclear whether they are personally targeting the practice or just because now there’s a greater number of female graduates. But in the seven years we have been training the ratio has hugely changed. And the females are very strong candidates. There’s no doubt. They seem very driven.” It may also reflect the fact that Leanne and Aimi are clearly


very driven – and yet in conversation there is none of the tension you might expect from siblings, both of them quick to laugh and constantly interrupting each other. So what about the pitfalls of working with family? “Everybody asks that,” replies Leanne. “But to be honest I wouldn’t


have it any other way. It works for us and it always has. We never saw it as an issue.”


Aimi is quick to agree: “There’s nobody I trust more than Leanne.


Having clinical and admin sides we mesh well together; we kind of form that one unit.” “Trust is a huge issue,” Leanne adds. “For example, going off on


maternity as a practice owner is incredibly scary. Knowing that you are leaving it in the hands of someone you trust is fantastic.”


QUALITY CARE Whatever the formula, it is clearly working. Wining the three gongs at the 2016 Dentistry Scotland Awards was a total surprise, says Leanne. And last year they won another one for Practice of the Year at the 2017 Scottish Dental Awards. “I think it comes down to the team,” says Leanne. “That’s the crux of


THERE’S NOBODY I TRUST MORE THAN LEANNE. HAVING CLINICAL AND ADMIN SIDES WE MESH WELL TOGETHER; WE KIND OF FORM THAT ONE UNIT


“ ” WWW.MDDUS.COM


it. We have a great team that have worked together for a long time and who have a wide variety of skills… We have a real focus on consistency of patient care. And I think we are constantly trying to push as well. That’s a big thing. We’re not complacent. We know we have to change to keep up with the times.” Leanne says they would like to expand the business, even though


they are now struggling with limited space at the clinic. Both sisters also have young families which makes work-life balance much more of a challenge. “But I am always looking at how we could grow this business and


potentially open other clinics,” says Leanne. “Because we do love it.” Aimi then laughs and adds: “We still have time. We’re older but not finished yet! Maybe once the kids are at school.”


Jim Killgore is managing editor of Practice Manager 11


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