Practice Management Matters

🦷 Patient reviews, complaints and expectations: navigating modern dentistry

Join Lisa Bainham, ADAM Chairperson, for this free CPD webinar on Thursday 25 June at 7pm!

In today's world, how you manage feedback can make or break your practice's reputation. Lisa will share practical, real world guidance on:
✅ Building a proactive strategy for collecting and responding to reviews
✅ Spotting early warning signs before a concern becomes a formal complaint
✅ Handling difficult conversations with confidence and empathy
✅ Managing complaints in line with GDC regulatory expectations
✅ Protecting your practice's reputation while supporting patient retention
🎓 Worth 1 hour of enhanced CPD
📅 Thursday 25 June, 7:00pm London

👉 Register free here: https://dentistry.co.uk/webinar/patient-reviews-complaints-and-expectations-navigating-modern-dentistry/

Don't miss this one if you're a practice manager or owner looking to feel more confident handling feedback and complaints!

We love hearing from the practices we work with — but this one from Claire at Shifnal Dental Care really says it all. 💙

If your practice deserves that kind of support — and it does — let's talk.

📩 [email protected] Or DM this page

A treatment plan only works if the patient says yes!

And yet so many practices are losing treatment every single day — not because patients can't afford it or don't want it, but because it wasn't presented in a way that made saying yes feel easy.

The right words. The right timing. The right follow-up. The right confidence from every person on your team.

Lisa Bainham at Practice Management Matters trains dental teams to present treatment plans in a way that genuinely connects with patients — building understanding, removing doubt, and creating the kind of trust that turns a maybe into a yes, and a one-time patient into a loyal one.

Because your patients deserve great treatment. And your practice deserves to deliver it. 💚

📩 [email protected] or DM this page

Teamwork or hard work? 🤝

The relationship between a practice manager and a practice owner can be one of the most powerful partnerships in dentistry — or one of the most frustrating.

Unclear roles. Miscommunication. Different priorities. It doesn't take much for the cracks to show — and when they do, the whole practice feels it.

Lisa Bainham at Practice Management Matters helps practices build that relationship the right way. Clear responsibilities. Open communication. Mutual trust. Shared goals.

Because a practice where the PM and the principal are truly aligned is a practice that thrives.

📩 [email protected] or DM this page

How are you at managing conflict? ⚡

Because in a dental practice, it comes in all shapes and sizes.

The unhappy patient. The team tension nobody's addressing. The complaint you're not sure how to handle. The conversation you keep putting off.

These situations don't go away on their own — and they're too important to wing.

Lisa Bainham works with dental practices to build the real leadership skills you need: de-escalating difficult patient conversations, resolving team friction, handling complaints with confidence, and creating a culture where problems get dealt with — not ignored.

This is what great practice management actually looks like.

📩 [email protected] | DM this page to find out how Lisa can support your team.

What an incredible experience at the British Dental Conference & Dentistry Show in Birmingham last week! 🙌

Lisa had the absolute privilege of speaking on behalf of ADAM — the Association of Dental Practice Managers — on the Practice Owners & Business Management Theatre stage, and what a fantastic event it was.

To see so many practice owners, managers and dental professionals in one place, all committed to learning, growing and doing better for their teams and their patients — it was genuinely inspiring.

Thank you to everyone who came along to listen, who asked brilliant questions, and who stopped for a chat afterwards. These are the conversations that matter, and it's always such a pleasure to connect with so many passionate people from across the dental profession.

A huge thank you to ADAM for the opportunity — and watch this space, because we'll hopefully be doing it all again at the London event in October! 🎉

If you missed us in Birmingham and want to connect before then, we'd love to hear from you.

📩 [email protected] or DM this page

Does your practice have everything it needs to run smoothly — beyond the clinical side? 🦷

Because great dentistry deserves a great team behind it.

Lisa Bainham at Practice Management Matters offers in-house training and support across every area of non-clinical practice life:
✅ Reception Training
✅ Treatment Co-Ordinator Training
✅ Team Building
✅ Practice Growth
✅ Patient Journey
✅ Customer Service
✅ Lead Conversion
✅ Complaint Handling
✅ Team Dynamics
✅ Dental Compliance

Whether your front desk needs a confidence boost, your TCO needs sharpening up, or you're looking to improve how your whole team works together — Lisa brings 25+ years of real practice management experience directly to your door.

No generic training packages. Just practical, relevant support tailored to your practice and your people.

📩 Ready to find out more? Contact Lisa at [email protected] or DM this page.

⭐ What do others say about working with Lisa Bainham?

Mark Topley, The CSR Coach, sums it up beautifully:

"Lisa is a 'Manager's Manager'. She's walked the walk for over 20 years and there are few things she hasn't had to deal with, and dealt with brilliantly. She is generous with her knowledge, open about her challenges, and supportive in her approach. She's the kind of person I want in my corner."

If you're a practice manager who wants real-world support from someone who's been exactly where you are — Lisa gets it. No theory, no fluff. Just honest, practical guidance from someone who's lived it.

Whether you're navigating a tricky team situation, working through compliance headaches, or just need a sounding board you can trust — this is what Practice Management Matters is here for.

📩 Get in touch: [email protected]
Or DM this page to find out how Lisa can support you and your practice.

It's the last few days of being able to join Dentistry Practice Services and ADAM at this relaxed and friendly breakfast meeting on Friday 15th May in Birmingham. I'll be there as will the amazing Pat Langley and the awesome Gilly Stubbs!

Totally free to attend, and all Dental Practice Managers are welcome. Your chance to chat with fellow PM's, get some advice and feedback as well as grab a lovely coffee!

Book on the link here to secure your place: https://lnkd.in/deuUB3ib

Sometimes the best thing you can do for your practice is step outside of it for a day. 💡

It's easy to get so caught up in the day-to-day running of things that you lose sight of the bigger picture — the new ideas, the fresh perspectives, and the conversations that could genuinely change how you think about your practice.
The Dentistry Show at the NEC Birmingham on 15th & 16th May is exactly that kind of day. Whether you're a practice manager wanting to develop your skills, a practice owner looking for new direction, or a team member keen to learn and grow — this is your room.

Come along. Explore. Listen. Ask questions. And make sure you stop by ADAM stand LO4 to see Lisa and the ADAM team — because the support, the community, and the conversations you'll find there might just be what your practice has been missing.

Not an ADAM member yet? There's no better place to change that. 😊

🌐 https://birmingham.dentistryshow.co.uk/