Northern UK Dental Group Expansion

Eight practices in northern England faced both financial and operational challenges. NHS funding reductions caused a 15% revenue drop over three years, while demand for private treatments was rising. At peak times, 10–15% of calls went unanswered, costing the group valuable patient opportunities.

The Challenge

• NHS reimbursement cuts reducing income

• Inability to handle fluctuating call volumes

• Extended waiting times of 2–4 weeks for appointments

• No data-driven insights into performance

• Inconsistent promotion of private plans

The Solution

1. Offshore Contact Centre – 24/7 professionally trained reception support.

2. Flexible Staffing – scalable workforce to meet seasonal or daily peaks.

3. Private Plan Focus – systematic promotion built into patient conversations.

4. Team-Based Reliability – eliminated reliance on individual staff for critical tasks.

The Results

• £250K annual cost savings

• 100% call answering rate

• 45% increase in private plan enrolments

• Higher patient satisfaction with faster access and consistent communication

This strategic expansion demonstrated how leveraging offshore resources can both cut costs and enhance patient experience at scale.