=
× Case Studies

Healthcare

Loveteeth Dental Practice

LOVE TEETH - START-UP DENTAL PRACTICE IN MANCHESTER

BACKGROUND

The dentist is a skilled professional with 20 years of experience, this is their 1st business venture and required assistance with creating and implementing a complete new operation including recruitment of staff, systems, processes, brand creation and promotion to the local area.

Dr Pine wanted to ensure that the new practice created a groundbreaking customer service led culture and a fun place for staff to work, whilst being highly profitable.

THE BUSINESS DRIVER EFFECT


THE BUSINESS DRIVER EFFECT

WHY BUSINESS DRIVER?

Nigel Gilmore, Director and Partner of Business Driver was selected to assist Dr Pine, due to his knowledge of both the health care industry (Nigel is a Non Executive Director of the largest GP Practice in Manchester) and being an ex-director of several large commercial corporates, as well as several successful new start SME businesses.

Nigel was specifically valued and selected due to his understanding of how to manage available financial resources in a start-up, as well as the implementation of supportive staff and HR process. Having seen other businesses struggle, due to not getting organised early on in their operational life, Nigel stressed the need to ensure that systems and processes were properly organised.

Additionally Nigel and his business partner specialise in ensuring that a holistic and managed approach was made to sales and marketing and that a full digital marketing strategy is fully adopted with supportive planned tactical campaigns.

OUR SOLUTION - HOW DID WE APPROACH THE CHALLENGE?

Planning began 6 months prior to opening:


INITIALLY, FINANCIAL INTEGRITY WAS DETERMINED

Many businesses create theoretical business plans but do not ensure that day to day cashflow is suitable particularly in the 1st 12 months of operation. Detailed financial modelling was undertaken to ensure full viability and profitability models were possible and achievable..

STAFF RECRUITMENT AND HR PROCESSES IMPLEMENTED

To ensure that the correct patient experience was achieved, a bespoke recruitment process was adopted to bring onboard the best support team of care professionals. In conjunction with this detailed and appropriate HR policies and proceedures were adopted and implemented.

GENERAL MARKETING AND DIGITAL MARKETING

The business persona of Dr Pine and Love Teeth were translated into a strategy that created detailed local and regional tactical marketing campaigns, through press and local leaflet advertising, as well as a full online presence, including a new bespoke website and supporting App.

All initiatives were managed and operated fully with Dr Pine and assessed at weekly review meetings to decide on solutions and monitor results. Feedback programmes were also adopted with patients whereby all were contacted within 48 hours of treatment to determine their overall level of satisfaction.

THE RESULTS

THE PRACTICE NOW EMPLOYS
17 MEMBERS OF STAFF
AND TURNOVER IS UP 55% IN THE LAST CALENDAR YEAR.

THE CLIENT GAINED FULL ASSURANCE FOR THE PROCESS OF BEGINNING A BUSINESS, SYSTEMATIC PROCESSES TO FOLLOW AND THEN ONGOING SUPPORT FOR ISSUES ARISING.

DR ILANA PINE SEE NIGEL GILMORE AND BUSINESS DRIVER AS A KEY PART OF THE TEAM AT LOVE TEETH AND HAVE NOT HAD TO INCUR THE COST OF AN EXPENSIVE PRACTICE MANAGER DUE TO HIS INVOLVEMENT.

Dr Ilana Pine

WHAT DOES THE CLIENT THINK?

I don’t think that Love Teeth would have been a great success in such a short space of time without the knowledge, experience and hard work of Nigel at Business driver, he has become an invaluable member of the Love Teeth team Dr Ilana Pine
Principal Dentist at Love Teeth
Salford Health Matters

SALFORD HEALTH MATTERS - GP PRIMARY CARE GP SURGERY GROUP

BACKGROUND

The 3 site GP practice was established in 2007 to innovatively pioneer “social prescribing” to its 13000 patients with areas of severe social deprivation in the Greater Manchester of Salford. Rather than just write out prescriptions for pills which dealt with the symptoms of ill health, the practice wanted to explore ways of offering practical remedies to get people away from dwelling on their illnesses and into an active mindset. A typical solution was to get patients involved on an allotment as a way of making them active.

The Primary Care Trust was previously spending upwards of £2.1m on running these three practices prior to passing them to SHM. Salford Heath Matters accepted the contract at £1.7m a year tapering down to £1.4m after 3 years . The shortfall was expected to be achieved through the acquisition of contracts to provide ”Enhanced Services” to the GP community in Salford.

THE BUSINESS DRIVER EFFECT


THE BUSINESS DRIVER EFFECT

WHY BUSINESS DRIVER?

Nigel Gilmore, Director and Partner of Business Driver was selected to become a non executive board director of the company, due to his knowledge of the public sector and his commercial experience of both ex-director of several large commercial corporates, as well as several successful new start SME businesses.

Nigel was specifically valued and selected due to his understanding of how to manage available financial resources in a commercial organisation, as well specific knowledge and skills of the “customer experience” delivered through the Net Promoter Score.

OUR SOLUTION - HOW DID WE APPROACH THE CHALLENGE?


COMMERCIAL VIABILITY

Having inherited a very challenging financial envelope to work within, Nigel working with the Chief Executive and other board members steered the company from a negative balance sheet to commercial stability

CUSTOMER SATISFACTION AND INNOVATION

To ensure that the correct patient experience was achieved and also to uncover flaws in the patient journey , a bespoke adaptation of the Net Promoter Score customer satisfaction methodology was adopted. This system was eventually adopted across the whole NHS (not as a direct consequence of SHM) as the Friends and Family.

MANAGING AND LEADING THE TEAM

Nigel initially as a board member and later as Chair of the Board led the governance of the organisation both financially and organisationally in conjunction with Dr Neil Turton, the Chief Executive.

All initiatives were managed and operated fully with Dr Turton and assessed at board meetings and financial committees to decide on solutions and monitor results.

THE RESULTS

THE PRACTICE BECAME THE FIRST IN THE COUNTRY TO BE AWARDED “OUTSTANDING” BY THE CQC
(CARE QUALITY COMMISSION)

FINANCIAL INTEGRITY WAS SECURED FOR THE COMPANY WITH RETAINED PROFIT ACHIEVED. THE PRACTICE HAS GROWN BY 30%

THE PRACTICE WAS ADOPTED AS THE LEADING COMPONENT OF THE NEW STRUCTURE OF PRIMARY CARE WITHIN SALFORD AS SALFORD PRIMARY CARE TOGETHER, A COLLECTIVE OF ALL SALFORD GP PRACTICES FUNDED BY THE CCG.

Dr Neil Turton

WHAT DOES THE CLIENT THINK?

Nigel has been an instrumental part of the success of Salford Health Matters and its journey to becoming part of Salford Primary Care Together Dr Neil Turton
Chief Executive – Salford Primary Care Together