The Pacific Smiles Group Way Deanna
Pacific Smiles provides all of the resources necessary to enable dentists to provide optimal clinical services to patients. The resources include;
Strategically located professional Centres with high exposure, easy patient access and high quality design and fit-out
fully equipped and maintained surgeries, sterilisation areas, reception and waiting rooms
procurement and stocking of consumable supplies
experienced centre and regional management, front-office reception services and trained clinical support staff
electronic patient management systems for appointment bookings, recording dental records, treatment planning and invoicing
co-ordination and negotiation of arrangements with private health insurers on behalf of dentists
HICAPS (health fund on the spot claiming)
head office support including compliance, human resources, practitioner services, administration and
IT systems and marketing services
Over and above these resources provided by Pacific Smiles to the practitioners, the business model benefits practitioners via the social environment that develops in larger professional Centres. Practitioners who practise from Centres operated by Pacific Smiles are able to interact with professional peers based at the same Centre and those within the Pacific Smiles network to enhance their professional working life and their own knowledge base.
Key Features of our Business Model
Standard Operating Platform for all Centres
All Centres operated by Pacific Smiles benefit from an efficient and effective standard Centre operating platform. Consistency of systems, policies and procedures augments the provision of optimal care and customer service to patients and practitioners at all Centres.
A Perfect Patient Experience (APPEx®) Training Program
Pacific Smiles has developed an exclusive in-house training framework for all employees which prepares them to deliver a perfect patient experience to each and every patient who attends one of our Centres. Essentially, a highly customised customer service and patient care program, APPEx® training works in well with the Pacific Smiles standard operating platform.
Key Strategic Relationships Pacific Smiles has developed important strategic relationships with private health insurers. Dentists practising from Pacific Smiles centres typically have Preferred Provider Agreements in place with insurers representing over 75% of the industry by market share. Pacific Smiles has long-term collaborative agreements in place with nib and with Medibank Private and ahm.
Why we exist
How we Deliver
Commitment to A Perfect Patient Experience (APPEx®)
Every single employee at Centres operated by Pacific Smiles are required to complete a multi-module training course on the delivery of APPEx®. It is our aim to ensure that every patient’s experience with us exceeds their expectations and is as perfect as a visit can be.
Patient Experience Quality Assurance Pacific Smiles regularly conducts post-visit surveys and consistently achieves a very high Net Promoter Score. The surveys provide ongoing feedback to Pacific Smiles to underpin continuous quality improvement.
Accessible Locations and Opening Hours
Our Centres are located in highly accessible locations, close to parking and major transport routes. They open six or seven days a week with some opening selected evenings and public holidays. Many of our Centres have their own car-parking for patients and all of our Centres are wheel-chair friendly. Patients who are genuinely in pain need priority attention and often an emergency dentist. Every Centre tries to keep some space available in the appointment books every day for urgent care patients.
Array of Services
The dentists at Pacific Smiles’ dental centres provide a range of services including general dentistry such as check-ups, teeth cleaning, fillings and extractions, dental treatments such as crowns, bridges, fillings and extractions, advanced dentistry such as dental implants, specialist dentistry such as orthodontics, prosthodontics, endodontics and periodontics and some treatments under general anaesthetic and intravenous sedation. Not all services are available at all centres.
Affordability and Value
For most patients, the most affordable and cost-effective approach to dental care is good dental hygiene, a healthy diet and regular visits to the dentist for check-ups and teeth cleaning. To assist in making those regular visits (and indeed all dental services) as affordable as possible, most dentists at our Centres have Preferred Provider Arrangements with major health funds and most participate in government funding schemes such as Veterans’ Affairs and the Child Dental Benefits Scheme. Dentists are encouraged to provide written estimates for all treatment plans before treatment commences so that patients are fully informed as to expected fees and charges.
Assurance of Quality, Compliance and Safety All of our Centres are compliant with Australian infection control legislation and regulations. Our Centres feature the latest sterilisers and associated equipment for cleaning and processing reusable instruments, and we have strict protocols both in the surgeries and throughout the whole Centre with respect to infection control practices. All Centres have also invested in digital x-ray systems that minimise radiation exposures to patients when taking x-rays.
Employees of Pacific Smiles are professional, competent, friendly and efficient. They recognise practitioners as being a customer in the Pacific Smiles business model and continually strive to provide outstanding services to them. Pacific Smiles recruits selectively and then provides ongoing training and development to keep employees at the forefront of their profession.
Professional Management Pacific Smiles’ dental centres are managed by a Centre Manager. The Manager’s main purpose is to provide excellent customer service to practitioners and patients. The Centre Manager is supported by a Regional Operations Manager and Group Head Office for specialised assistance in the areas of Operations, Human Resources, Marketing, Finance and Corporate Services.
Commitment to Continuing Education For All
Continuing education is of paramount importance in the delivery of health-related services. Pacific Smiles’ own Registered Training Organisation (RTO) to systematically deliver training and education to employees throughout the tenure of their employment. Practitioners benefit from efficient, knowledgeable and friendly staff.
Pacific Smiles also encourages independent practitioners to participate in ongoing training and education programs while they practise from our Centres.
Recent Graduate Mentoring Program Pacific Smiles provides a mentoring and practice development program to recent graduate dentists each year
Dental Care Centres operated by Pacific Smiles are strategically located with high exposure, easy patient access and high quality design and fit-out. The use of contemporary designs and colours adds to the appeal of the Centres and to the motivation and enjoyment of those who work there.
Latest Proven Technologies
Pacific Smiles invests in proven technology to enhance the diagnostic and therapeutic capabilities of the Centres and the practitioners who practise there. Pacific Smiles also invests in information systems to maximise efficiency and accuracy with respect to the operations of the Centres.
Pacific Smiles engages in substantial marketing of the Centres to build awareness throughout the local community. This includes print media advertising, sponsorship of local sports and cultural events, direct mail campaigns and oral health education programs in local preschools, primary schools and childcare centres.