The Mary Portas TV programme highlighted how bad customer service is in the UK and how we accept it as the norm. So when it’s exceptional it makes you stand back in amazement and from experience, a visit to Perfect 32 Dental Practice is the latter – they demonstrate a level customer of service beyond expectation.
When I visited with my young family, one the many things that impressed us was the dentist shaking the hand of each family member and we all felt very well cared for. If I was a nervous patient, as so many people are, I would definitely feel at ease in the hands of Perfect 32. Every action was explained and we received a very thorough examination, x-rays too.
Nicki Rowland, Practice Manager says:
“It has been an uphill struggle since my husband, Gary, and I set up in 2006 but we are very passionate about the practice, which is fully established with provision for NHS and private patients and we have a fantastic team who are building us a great reputation.”
“Customer care for all and investment in our team are our primary concerns. It is our intention to build a profitable business committed to providing excellence in dentistry in an environment where trust, empathy and investment in people are top priority.”
“Our team is comprised of the principal dentist, one associate, a VDP, 3 nurses, 2 receptionists, a hygienist, a practice administrator and I am the practice manager. We work very closely with a specialist implantologist and Maxillofacial consultant from Hull Royal Infirmary who work in our building performing implants and bone augmentation procedures. This link with the hospital has been invaluable in setting up our oral cancer screening and referral service.”
“I think the secret to good customer service is to treat your team with respect and appreciation. If they feel good and enjoy coming to work it feeds into what they do. We have a rigorous recruitment process and high standards of practice to help us find the right people for the job. This appears to have paid off as we have won The National Training Awards for Yorkshire and Humber and also a UK exemplary standards award for training in 2010.”
“We hold annual appraisals, training which is accessed via the Humber Mental Health NHS Teaching Trust and each member of the team is presently undergoing further education, from NVQs in management to certificates in forensic dentistry. We always reward our team for their hard work be it a surprise pile of cakes in the staff room or a night out on us at the awards in London.”
“All our patients receive a high standard of care and feed back from patients is greatly valued. We constantly endeavour to improve our standards by listening to our customers and hold focus groups for both NHS and private patients.”
“All of our private patients receive oral cancer screening as part of their routine check up. There is a small charge for NHS patients who wish to receive one. As a practice we are seeing an increase in mouth cancer particularly in our younger patients and we take Mouth Cancer Action Month very seriously and offer a free screening day to NHS patients as well as the general public each year in November.”
“Gary and I feel that we have taken great strides to achieving our goal of a first class dental practice. We would like to thank Spot On Business Planning for their expertise and guidance and our team for their continued efforts and unfailing support in ensuring that “Practice does make Perfect (32)”
Gary Rowland, the principal dentist, is currently studying for a Masters degree in restorative dentistry at The Eastman Dental Institute in London which can often mean 2 or 3 days away from the practice each month. His special interest is in reconstruction and advanced restorative work which means moving away from typical cosmetic procedures as we know them. Last summer, Gary spent 4 days in San Francisco studying to refine his skills in bonded porcelain restorations. Now he is planning a course in Brazil.
For further information please visit www.perfect32.co.uk
By Jess Clark
More From HU17.net
Football for Good – How the Beautiful Game Is Making a Difference
Why Managing Your Household Finances as a Couple is Key
Smart Property Management: Strategies For Success
Spotlight On Lifelong Learning: How Advanced Education Is Shaping Beverley’s Professionals
Must-See Attractions in and Around Beverley
