Case Study – Tooting

Company Profile

Our clients are based in London and have 2 practices. The business is owned by 2 principals and the staff consists of 8 Associates, a Practice Manager and 13 other support staff including one hygienist and several nurses.

The business’s turnover is in the region of £1M with approx £850k coming from its NHS contracts.

cBPE have been involved with this client since January 2012.

Business Situation

The initial issues, as identified by one of the owners, were:
• Business Growth
• Difficult to get the team to do want the owners want
• Associates not always meeting targets
• Motivation

Further issues identified during initial meetings with management and staff:
• Management – not very effective
• Reception – not working as a team and chaotic
• Private uplift

The owners felt that they had taken the business as far as could and needed help to not only grow the business but solutions to the above issues so that they can concentrate on the clinical aspect of the business.

One of the main challenges facing cBPE was working with 2 owners who both have a very different view on the issues affecting their business.


The first thing that cBPE did was to define and implement a Customer Journey so that their experience was that of a courteous and well organised and professional business which offered the Customer individual service and made them feel valued.

cBPE then worked with the associates to show them how in certain cases NHS patients can be offered choices which can enable the treatment to be converted to Independent or Private. We also worked with the associated and their nurses on appointment times.

cBPE defined a marketing strategy to enable more Customer recruitment.


By implementing cBPE’s customised Customer Journey the reception was found to be more calm, organised, harmonious and smooth running. Customers sitting in reception can now see a more courteous and profession face of the business, thus enhancing their “feelgood factor” in attending the practice and improving the chance of them referring their family, friends and colleagues.

Using cBPE’s knowledge gained from other clients, some associates were easily able to convert NHS treatments to Private thus increasing their billing. This has already resulted in the associates increasing their take home pay and has a positive impact on the business’s profitability.

By implementing and using cBPE’s proprietary Benchmarking System the whole team can monitor performer’s activity on a daily basis and this has enabled the principals and associates to manage the NHS contracts more efficiently, plan better, work more strategically and improve billing.

cBPE also implemented an online customer feedback system enabling Customers to complete a satisfaction survey from home and enabled cBPE to regularly analysis and report the results to the principals.

Changing the way the entire team was organised has enabled the principals to focus on the clinical and strategic side of the business and empowered the practice manager to manage the associates, nurses and support staff and take charge of the day to day issues of the business.