When I first started practicing dentistry after graduating from the University of Western Ontario in 1998, I never imagined that one day I would own multiple dental practices across Canada. My career began in Belleville, Ontario, working in an established practice and learning the ins and outs of patient care, office management, and running a small business. In 2002, my twin brother and I purchased our first practice in Ancaster. It was a huge step, and it came with its share of challenges. Looking back, that first purchase laid the foundation for everything that followed.
Starting small allowed us to learn the essential lessons of ownership without being overwhelmed. It also gave us the freedom to experiment with systems, workflows, and team management strategies. Every success and failure in that first practice informed the approach we used when acquiring new locations. The key lesson from that early stage was to master the basics before scaling. Without strong operational foundations, growth becomes chaotic and unsustainable.
The Importance of Systems
One of the biggest challenges in building a multi-practice group is maintaining consistency. Patients expect the same level of care no matter which location they visit, and staff need clear procedures to follow. Early on, I realized that without systems, the quality of service can quickly vary from one practice to another.
We implemented standardized procedures for everything from patient intake to dental hygiene protocols. Staff training programs were formalized, and we invested in leadership development for practice managers. While each practice retained its own personality, these systems ensured consistency in patient care and efficiency in operations.
The lesson here is simple but crucial: systems are the backbone of growth. You cannot rely on charisma or personal attention alone when managing multiple locations. Strong procedures allow teams to operate independently while maintaining high standards.
Choosing the Right Team
Another key factor in growing our dental group was surrounding ourselves with the right people. Hiring talented dentists, hygienists, and support staff is only part of the equation. The culture of each practice matters as much as technical skill.
We looked for individuals who shared our values, were committed to patient care, and were open to learning. Investing in the development of staff paid off over time. Team members who felt supported and appreciated became leaders themselves, helping to maintain the standard of care as we added new practices.
Delegating responsibility is never easy, but it is essential. In a multi-practice group, you cannot be in every office every day. Empowering practice managers and clinical leads to make decisions allows you to focus on strategy and growth.
Balancing Growth and Quality
Growth is exciting, but it can also be dangerous if pursued too quickly. I have seen many dental groups expand aggressively, only to struggle with declining quality and patient satisfaction. For us, the focus has always been on sustainable growth.
We carefully evaluate potential acquisitions, considering not just the location and financials, but the existing staff, patient base, and community reputation. We prioritize integrating practices that align with our values and standards. Rapid expansion may look impressive on paper, but it often leads to burnout and inconsistent results. Taking the time to grow thoughtfully has allowed us to maintain both quality and profitability.
Technology and Innovation
Over the years, technology has played a significant role in supporting our multi-practice model. Digital imaging, electronic health records, and patient management systems allow us to maintain consistency and efficiency across all locations. These tools also help us track outcomes, monitor performance, and implement improvements quickly.
Investing in technology is not just about efficiency; it is about enhancing patient care. Patients notice when systems are seamless and communication is smooth. A positive experience builds loyalty and contributes to the success of each practice within the group.
Patient Experience as the Foundation
Even as we expanded, I never lost sight of what matters most: the patient experience. Dentistry is a personal service, and patients want to feel cared for, heard, and respected. Each new practice was evaluated not just for its financial potential, but for how we could improve care for the local community.
From the earliest days, we emphasized comfort, advanced treatment options, and clear communication. Whether a patient comes in for a routine cleaning, an implant, or cosmetic work, the goal is the same: deliver exceptional care that exceeds expectations.
Lessons Learned
Reflecting on two decades of growth, a few key lessons stand out. First, start small and master the basics. Second, invest in systems that maintain consistency across locations. Third, hire the right people and empower them to lead. Fourth, prioritize sustainable growth over rapid expansion. Fifth, embrace technology to enhance both operations and patient care. And finally, always keep the patient experience at the center of every decision.
Building a multi-practice dental group has been one of the most rewarding experiences of my career. It required patience, strategy, and constant learning, but it has also allowed me to impact thousands of patients across Canada while creating opportunities for talented clinicians and staff.
Looking Ahead
The future of dentistry continues to evolve, and so does the way we manage multi-practice groups. As technology advances and patient expectations rise, the principles remain the same: focus on quality, build strong teams, and embrace innovation. By sticking to these lessons, I am confident that our dental group will continue to thrive and deliver exceptional care for years to come.
Owning multiple practices is about more than growth; it is about creating a network of care that makes a real difference in people’s lives. Looking back, I am grateful for every challenge and success along the way, and I am excited for what the future holds.