Everyone wants the next piece of technology. But after working inside hundreds of private practices, we've learned that the practices growing the fastest have one thing in common, and it isn't their equipment.
In this episode, Jamie sits down with Jaclyn Dunn, Clinical Team Lead at Practice Growth Institute, to discuss what truly separates high-performing practices. You'll learn why some teams outperform others, the hiring mistakes that hold practices back, and how investing in your people creates growth that lasts.
Ready to build a stronger team? Schedule a complimentary discovery call at mypgi.com to learn how Practice Growth Institute helps private practice owners build, scale, and exit more profitable practices. And don't miss future episodes—subscribe for podcast alerts at podcastfordoctors.com.
Timestamps:
00:00 Investing in Your Practice Team
05:48 Focusing on outcomes over tasks
08:06 Hiring based on attitude and values
09:58 Importance of structured onboarding
12:57 Importance of workplace culture
16:43 Improving team communication and culture
19:44 Closing remarks and farewell
Inside the Private Practice Playbook: Why Investing in Your Dental Team is the Ultimate Growth Strategy
Are you pouring resources into the latest technology and expensive upgrades, but not seeing the growth you want in your dental practice? The latest episode of the Private Practice Playbook offers a powerful insight that may just change your approach to long-term success: it is not the equipment that gives you the edge, but your team. In this insightful conversation, Jaclyn Dunn, a registered dental hygienist and clinical team lead at the Practice Growth Institute, joins Jamie to reveal why the biggest competitive advantage for any practice is people.
Culture Eats Strategy for Breakfast
When Jaclyn Dunn steps into a dental office, she can often tell within the first hour whether the practice is thriving or struggling. Instead of zeroing in on the schedule or the state of the equipment, Jaclyn Dunn focuses on team dynamics. The presence of finger-pointing, a lack of ownership, and blame games are instant red flags. It quickly becomes apparent that issues perceived as scheduling problems are often rooted in unhealthy culture.
A healthy culture is revealed through enthusiastic greetings, proactive communication, and a genuine eagerness to support one another. The vibrancy of a workplace comes directly from its people, not its tools.
Your ROI Lives in Your Team
Many practice owners rush toward acquiring innovative technology in hopes it will bring instant results. However, as Jaclyn Dunn observes, there is often "little to no return because the team wasn’t trained to really maximize that or to leverage it". The tools cannot present treatment plans, retain patients, or answer the phone effectively. Only well-trained and motivated team members can convert opportunities into growth.
Investing in leadership, communication training, and ongoing development for all team members not only leverages the technology you already have but also transforms the entire patient experience.
What Separates Great Teams from Average Teams?
In her work with over 850 practices, Jaclyn Dunn has identified one defining trait of high-performing teams: a relentless focus on results and continual improvement. These teams know what success looks like, embrace their roles, and understand which metrics they own. Crucially, they do not remain static. They ask each day how they can be better than yesterday.
In contrast, average teams are absorbed in daily activities and busyness, without connecting their work to outcomes or progress.
Avoid the Biggest Hiring Mistakes
Hiring is another critical area often misunderstood by practice owners. Jaclyn Dunn warns against hiring solely based on a resume or out of desperation. The best practices look for potential, cultural fit, coachability, and a growth mindset. Skills can be taught; a positive attitude and alignment with core values are much harder to instill.
Being patient and open-minded in the hiring process, even if it means a longer search, pays off in the form of team cohesion and long-term success.
Structured Onboarding and Retention
After finding the right team member, onboarding is crucial. Jaclyn Dunn recommends a structured 90-day plan complete with checklists, weekly check-ins, and clear success metrics. This level of support ensures new hires feel welcome, valued, and confident in their integration.
Retention of top performers often has little to do with compensation alone. Jaclyn Dunn emphasizes that while compensation attracts candidates, it is feeling valued, receiving consistent feedback, and operating in a culture anchored by trust and appreciation that keeps great employees for the long run.
One Simple Audit to Measure Team Health
Want to start improving your team right away? Jaclyn Dunn suggests conducting a self-assessment and team rating exercise. Ask if everyone has clearly defined expectations, ownership, and frequent communication. If you find gaps, focus on improving just one area at a time over the next ninety days.
The Ultimate Investment: Leadership Development
In closing, the greatest investment a practice can make is in leadership development. As Jaclyn Dunn puts it, leadership acts as a multiplier, setting the tone for everything else. Strong leaders build the environment for the team to thrive, fuel ongoing training, and drive sustainable growth.
Ready to grow your practice? Shift your focus from technology to your people, and watch your office transform from the inside out. For more actionable strategies from the Private Practice Playbook, tune in to the latest episode and transform your team into your most valuable asset.