Cat Edney shares how dental practice The Gentle Touch’s switch to a therapist-led model transformed its workflow, patient care and profitability.
I recently caught up with Amber Aplin, the owner of The Gentle Touch, Kelso, after she had spent a number of months flipping her practice to a dental therapy-led model. Of course, I was hugely proud. Not just for her – although she absolutely deserves it – but for the whole direction our profession is heading.
As an early adopter, Amber is one of those people who quietly leads by example. And in the last year, she’s made some bold changes that have had an even bolder impact. I hope that by showcasing her story we can inspire more out-of-box thinking and more growth in our profession.
I first spoke with Amber in late 2024, she was looking at bringing more dental therapy back to her practice, having seen a decline in how much restorative work her dental therapists were doing following a surge in demand for hygiene post-COVID-19. I often find with dental practices that are looking for help in implementing more therapy that they really benefit from looking at the whole patient journey rather than solely concentrating on one clinical diary.
After a brief chat, we arranged a full day of in-practice team training on the therapy-led model. Within weeks, Amber took the reins and implemented the system into her practice with her characteristic blend of thoughtfulness and drive – culminating in the result that she’s reduced her clinical days from four to three per week and still managed to grow her personal turnover by 30%.
Let that sink in.
This isn’t a story about working harder – it’s about working smarter and more collaboratively.
From reluctance to realignment
The Gentle Touch was already a well-established, patient-centred practice when Amber began considering a shift to therapist-led care. With a strong focus on membership plans, the patient base and team were beautifully integrated, with a real sense of shared values – this is a practice that really wants to look after their population.
With this in mind, and amid some fear of reluctance, Amber made the decision to initially start a therapy-led model with her list of stable plan patients: a fantastic way of triaging who should be on the therapy pathway and who still requires dentist led care. Of course, the team had questions and many needed support adjusting and perfecting workflows, but Amber didn’t push – she piloted.
By using her own diary as a test case, streamlining patient journeys through her therapists, they were able focus on diagnostics and planning, and Amber could focus on complex care. Within weeks, the benefits were obvious: fewer double appointments, less pressure on reception, and happier, more empowered clinicians. From there, the roll-out across the team was natural and more than that – requested.
Therapist-led, profit-savvy
There’s a misconception that embracing skill mix means sacrificing revenue or giving away the work dentists ‘should’ do. The Gentle Touch proves otherwise.
Amber has implemented a fine-tuned model where therapists are not just hygiene providers – they are treatment partners. With tailored care, full scope working, and room to truly engage with patients, the therapists at The Gentle Touch are thriving – and so is the business. Amber has expertly crafted a status quo where all the clinicians at her clinic sing from the same hymn sheet, and that isn’t by chance.
She invests in clinical and team training for all, making it really clear that she expects patients at The Gentle Touch to get the same outstanding care from every single member of her team. Our training focused on facilitating conversations between clinicians, to refine cross referral pathways and improve interprofessional understanding on clinical parameters. With a shared and common goal, the team have taken to the changes like the professionals that they are.
Even with fewer days on the clinic floor, Amber has seen her revenue rise. Her therapist rooms are busy and profitable. The practice increased fees during the transition period – a nod to the mindset that they are providing a valuable service – and due to Amber giving staff, family and local labs free treatment, the team’s morale is high.
Even recruitment – a constant headache for many – has shifted from struggle to strategy. With Amber’s therapy-led model working so well, she has now created space for another dental therapist to join her fantastic team three to four days a week.
Amber says: ‘My days are definitely more relaxing with more long appointments in. I’ll typically do three onlay preparations per day and little else except for the occasional implant case. Bliss!’
The Gentle Touch – one case in many
One of the most exciting things about Amber’s journey is what comes next. With her team stable and her systems working, she’s now turning her attention to education. Later this year, she’s launching a course designed to support both therapists and practice owners in adopting the therapy-led model.
The truth is, practices like The Gentle Touch aren’t just improving care – they’re shifting culture. The therapist-led model challenges outdated hierarchies and gives every team member the chance to thrive within their scope. It’s a win for patients, a win for practitioners, and a serious win for business sustainability.
Amber’s success isn’t just about a one-off training day or a quick win, it’s about values, vision, and the courage to lead change. The Gentle Touch is one of many practices shifting in their mindset around what modern dentistry really looks like, and what it takes to shift our profession from the traditional into this new embodiment – a space where therapists are empowered, patients feel understood, and dentists can focus on what they do best – all while improving financial performance.
Catch up with Cat’s previous columns:
- How crucial is semantics in regulation?
- The influence of mentorship on professional growth
- Dental therapy – love at first bite?
- A step-by-step strategy for becoming a therapy-led practice
- Dental therapists’ scope of practice: why it’s time for change.
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