In this episode, Laura and Leanna dive into some of the most real and pressing challenges facing dental practices right now.
They unpack the upcoming FCA changes to in-house payment plans, why unregulated credit is risky (and unethical), and what practices need to do now to stay compliant.
The conversation then turns emotional, as the hosts respond to a heartfelt message from a newly appointed practice manager who feels overwhelmed, unsupported, and close to giving up. Their advice is honest, compassionate, and practical — especially for anyone who’s stepped into leadership without proper induction or training.
Practical, emotional, and laugh-out-loud in places — this is an episode every dental team should hear.
The information shared in this episode is for general discussion and educational purposes only and does not constitute financial, legal, or regulatory advice. FCA regulations and requirements can vary depending on individual circumstances. We strongly recommend that listeners consult a suitably qualified professional listed on the FCA Register for tailored advice and clarification relevant to their own practice.
Show Notes
In this episode, we cover:
Timestamps
00:00 – Welcome & catching up
01:10 – Consultation clinic & accountability check-ins
02:00 – FCA changes to payment plans explained
03:00 – Why in-house credit is risky and unethical
04:05 – A real story of payment defaults in practice
05:00 – When payment conversations turn threatening
07:30 – Why practices must remove money stress altogether
08:10 – Deadline for FCA compliance (May changes)
09:00 – Why chasing payments damages patient relationships
10:25 – The importance of team communication & meetings
11:30 – How regular meetings create strong practice culture
14:10 – Hang Out Question: struggling new practice manager
15:00 – Why this isn’t about ability — it’s about support
17:30 – How to approach your boss for help and clarity
18:50 – Why you shouldn’t quit too soon
19:10 – Secondments (“comments”) and trialing leadership roles
20:45 – Transitioning from nurse to practice manager
22:00 – Banned Words: “Are you NHS?” phone calls
23:40 – A better script for NHS vs private enquiries
26:00 – Why kindness on the phone builds reputation
31:10 – Confessions of a Dental Nurse 🫣
35:20 – Wrap-up, reviews & sharing the podcast
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