Episode 5 - Practice Management Reality Checks, “Are you taking NHS?” And Payment Plans.

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. You’ll also hear: Why regular team meetings are non-negotiableHow better communication can transform practice cultureA brilliant front-of-house script for handling “Are you NHS?” callsA reminder that kindness on the phone builds reputation (even when patients don’t convert)Plus… a very funny dental nurse confession involving locker pranks and smelly food 😅 Practical, emotional, and laugh-out-loud in places — this is an episode every dental team should hear. Disclaimer: 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: Upcoming FCA legislation and why in-house payment plans must stopThe risks of unregulated credit in dental practicesWhy finance options protect both patients and teamsA shocking real-world story of a payment dispute gone wrongHow money conversations damage patient relationshipsThe importance of clear communication and team meetingsSupporting new practice managers properly (induction matters!)Advice for PMs feeling overwhelmed, embarrassed, or stuckWhy secondments (“comments”) should be normal in dentistryTransitioning from nurse to practice manager — and why it’s hardFront desk phone skills: handling NHS vs private enquiriesWhy being helpful (even when you can’t help) builds trustBanned words on reception and what to say insteadConfessions of a Dental Nurse: locker pranks gone too far 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 Show notes links Send in your confessions, questions and watch the podcast here https://www.horton-consulting.com/horton-hangout-podcast/ Horton Consulting website https://www.horton-consulting.com/ About us https://www.horton-consulting.com/abo... Laura’s instagram https://www.instagram.com/laurahorton1/ Horton Facebook https://www.facebook.com/hortonconsulting Horton Consulting YouTube https://www.youtube.com/@HortonConsulting Laura Horton Linkedin https://www.linkedin.com/in/laurahorton/ Laura Horton Tik Tok https://www.tiktok.com/@laurahortonconsult Leanna Best Linkedin https://www.linkedin.com/in/leanna-best-042376121/ Leanna Best Instagram https://www.instagram.com/leanna_TCO_coach