Jin Vaghela and Kish Patel say the future of dental clinic growth depends less on spreadsheets and headcount, and more on strong foundations, smart workflows and integrated technology.
Speaking ahead of the North of England Dentistry Show, the co-founders of Smile Clinic Group reflected on how the “back office” of dentistry has transformed since they bought their first practice at the age of 23. Their group has since grown to 17 clinics, and the systems behind it look very different from the early days.
Back then, scaling meant hiring more administrative staff. Today, they argue, that approach no longer works.
“The whole landscape has changed for groups and single practices alike,” said Dr Vaghela. “If you want good-quality growth, you can’t do it the way we used to. Technology and AI are now major drivers.”
Dr Patel agreed, stressing that dentistry is, first and foremost, a healthcare business. “Everyone in a practice should be clinically trained and focused on patients,” he said. “Technology should support that, not pull people into spreadsheets and unnecessary admin.”
Before adopting new tools, the pair emphasise the importance of solid foundations. They describe what they call the “eight pillars of dental growth” — core elements that every practice needs, regardless of size.
“Everyone wants to build the empire and fly the flag,” Dr Vaghela said. “But without strong foundations, the whole building will collapse.”
For Smile Clinic Group, scale only became possible once systems were standardised, the right technology was in place, each platform had a clear owner, and staff were properly trained.
“If that base exists, you can add multiple practices quickly because the model is already embedded,” said Dr Patel. “Without it, you’re just firefighting.”
One of the group’s most distinctive choices is operating without traditional practice managers. Instead, each site is led by a clinically trained clinic lead with strong people skills.
“We noticed there was a certain personality type that thrived in these roles,” said Dr Patel. “They’re people-focused. Putting them behind a laptop managing finances wastes their strengths.”
Those without clinical backgrounds are moved into central support roles, while clinic leads focus on patients and teams. The result, they say, is a stronger culture and clearer alignment with the group’s values.
“Without the teams on the ground, none of the head office support works,” Dr Patel added.
While enthusiastic about AI, both dentists warn against adopting technology without proper scrutiny.
“Two or three years ago, everyone rushed to roll out AI receptionists,” said Dr Vaghela. “Many didn’t properly consider GDPR or data security.”
They argue that any system must be secure, relevant and fully integrated. A CRM that does not connect to a practice management system, or multiple platforms requiring separate logins, only adds inefficiency.
“What you need is one login, one ecosystem,” said Dr Patel. “A system that communicates across platforms and gives you usable data.”
Over the past four to five years, they have reviewed and tested numerous systems, working with developers to adapt tools for dentistry. The integrated workflows they now use are deployed across DSOs and corporate groups, and will be shared at the dentistry show.
Asked about common mistakes in the sector, both pointed to resistance to change.
“If your business is doing well today, that doesn’t mean it will be in five years,” said Dr Patel. “You have to adapt for where you’re going, not where you are now.”
Dr Vaghela added that leaders must continue to learn. “The only time you’re not changing is when you’re dead. Change is inevitable.”
Their advice is to start small but start early. “Once you begin,” said Dr Patel, “there’s a chain reaction. Everything else follows.”