The Pacific Smiles Group Way

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The Pacific Smiles Group Way 2017-05-19T13:50:02+00:00

Business Model


Company Mission

At Pacific Smile our purpose is to develop and operate Dental Centres that deliver outstanding quality, value and benefits to patients and practitioners.

  • We will be recognised as an outstanding Australian success story and a market leader in our field.
  • We will combine professional ethics and care with efficient and effective systems and structures to provide a perfect patient experience (APPEx®) at every one of our Centres.
  • We will delight both practitioners and patients with our range and standard of service.
  • We will work with government, private health insurers and other third party funders to assure patients of the very best access to care.
  • We will recognise and reward our employees for their contributions and provide career and professional development structures for them.
  • We will actively interact with and support the communities in which our Centres operate. We will operate profitability to ensure our ongoing growth and success.
  • We will genuinely enjoy what we do.

A spirit of adventure, a sense of courage and a relentless desire to do things better were the foundations upon which our vibrant and entrepreneurial organisation was founded. Our continued success will be underpinned by our commitment to our founding principles and the following core values.

Service – Our reason for being is to provide excellent service and care to practitioners and patients.
Mutual Respect – We cultivate an internal culture of genuine care and concern for all stakeholders and mutual respect between all.
Integrity – We display honesty, loyalty and integrity in all our dealings and interactions.
Learning – We are committed to education and professional development of employees and practitioners to create a culture of learning and continuous improvement.
Energy – We recognise that service excellence and superior outcomes rely upon the motivation, commitment and positive energy of many individuals.
Safety – We provide a safe work environment for all. We empower our people to share this value and the responsibility for the health and safety of themselves and others.

  • To develop successful and professional Centres that have a magnetic quality, where practitioners and their patients become long-term customers and are eager to refer friends, relatives and associates.
  • To meet the needs of both practitioners and their patients more effectively, efficiently and comprehensively than is possible by any other organisation, partnership or individual.
  • To build long term relationships with all our stakeholders and associates.
  • To build a network of professional Centres throughout Australia, in regional and urban locations where the vast majority of the Australian population reside, and where growth is expected to be concentrated.
  • To facilitate continuous quality improvement in all that we do.


How We Deliver

Commitment to A Perfect Patient Experience (APPEx®)
Every single employee at Centres operated by Pacific Smiles are required to complete a multi-module training course on the delivery of APPEx®. It is our aim to ensure that every patient’s experience with us exceeds their expectations and is as perfect as a visit can be.

Patient Experience Quality Assurance
Pacific Smiles regularly conducts post-visit surveys and consistently achieves a very high Net Promoter Score. The surveys provide ongoing feedback to Pacific Smiles to underpin continuous quality improvement.

Accessible Locations and Opening Hours
Our Centres are located in highly accessible locations, close to parking and major transport routes. They open six or seven days a week with some opening selected evenings and public holidays. Many of our Centres have their own car-parking for patients and all of our Centres are wheel-chair friendly.

Patients who are genuinely in pain need priority attention and often an emergency dentist. Every Centre tries to keep some space available in the appointment books every day for urgent care patients.

Array of Services
Patients today want the convenience of all or most required services being available from a single location.

The dentists at Pacific Smiles’ dental centres provide a range of services including general dentistry such as check-ups, teeth cleaning, fillings and extractions, dental treatments such as crowns, bridges, fillings and extractions, advanced dentistry such as dental implants, specialist dentistry such as orthodontics, prosthodontics, endodontics and periodontics and some treatments under general anaesthetic and intravenous sedation. Not all services are available at all centres.

Affordability and Value
For most patients, the most affordable and cost-effective approach to dental care is good dental hygiene, a healthy diet and regular visits to the dentist for check-ups and teeth cleaning.

To assist in making those regular visits (and indeed all dental services) as affordable as possible, most dentists at our Centres have Preferred Provider Arrangements with major health funds and most participate in government funding schemes such as Veterans’ Affairs and the Child Dental Benefits Scheme.

Dentists are encouraged to provide written estimates for all treatment plans before treatment commences so that patients are fully informed as to expected fees and charges.

Assurance of Quality, Compliance and Safety
Patients need to feel absolutely safe and secure when they visit the dentist. All of our Centres are compliant with Australian infection control legislation and regulations. Our Centres feature the latest sterilisers and associated equipment for cleaning and processing reusable instruments, and we have strict protocols both in the surgeries and throughout the whole Centre with respect to infection control practices.

All Centres have also invested in digital x-ray systems that minimize radiation exposures to patients when taking x-rays.

Australian Charter of Healthcare Rights

The Australian Charter of Healthcare Rights describes the rights of patients and other people using the Australian health system. For more information download the Australian Charter of Healthcare Rights.

Outstanding Employees
Employees of Pacific Smiles are professional, competent, friendly and efficient. They recognise practitioners as being a customer in the Pacific Smiles business model and continually strive to provide outstanding services to them. Pacific Smiles recruits selectively and then provides ongoing training and development to keep employees at the forefront of their profession.

Professional Management
Pacific Smiles’ dental centres are managed by a Centre Manager. The Manager’s main purpose is to provide excellent customer service to practitioners and patients. The Centre Manager is supported by a Regional Operations Manager and Group Head Office for specialised assistance in the areas of Operations, Human Resources, Marketing, Finance and Corporate Services.

Commitment to Continuing Education For All
Continuing education is of paramount importance in the delivery of health-related services. Pacific Smiles’ own Registered Training Organisation (RTO) to systematically deliver training and education to employees throughout the tenure of their employment. Practitioners benefit from efficient, knowledgeable and friendly staff.

Pacific Smiles also encourages independent practitioners to participate in ongoing training and education programs while they practise from our Centres.

Recent Graduate Mentoring Program
Pacific Smiles provides a mentoring and practice development program to recent graduate dentists each year

Modern Facilities
Dental Care Centres operated by Pacific Smiles are strategically located with high exposure, easy patient access and high quality design and fit-out. The use of contemporary designs and colours adds to the appeal of the Centres and to the motivation and enjoyment of those who work there.

Latest Proven Technologies
Pacific Smiles invests in proven technology to enhance the diagnostic and therapeutic capabilities of the Centres and the practitioners who practise there. Pacific Smiles also invests in information systems to maximise efficiency and accuracy with respect to the operations of the Centres.

Professional Marketing
Pacific Smiles engages in substantial marketing of the Centres to build awareness throughout the local community. This includes print media advertising, sponsorship of local sports and cultural events, direct mail campaigns and oral health education programs in local preschools, primary schools and childcare centres.