Private Matters - The BAPD Podcast
Aug 2, 2026 · 1 hr 12 min · 15 segments
**Simon Thackeray hosts this episode alongside guest co-presenter Doug Watt, who steps in for Rachel Derby.** This season, each episode brings a candid conversation with a different member of the…
Doug WattHost
Simon ThackerayHost
Do you think the profession doesn't always listen in the same way as you as a patient want us to listen?
I, I, I, I think there, the, I was gonna say the blinkers are on, but that's more visual, isn't it? But whatever, the, the, the, the ear, the ear defenders are on.
I don't believe the profession listens to the public enough, no, and it's like any business.
If, if you, if you actually step in the shoes of, of the customer and understand what they want, we have a different conversation.
I don't mean one-to-one, I mean generally at large with, with, with the public, that the profession has- It's where it's marketing.
A- and, and the hyperloop back to my previous, um, career in financial services, is that that trust was eroded by erroneous behaviors, which were then, um, increasingly stamped out by a regulator, and eventually, allegedly, these organizations listened.
So I found myself in dentistry scratching my head going, "Well, why aren't we listening to the customer? Why aren't we listening to our patients?" Um, and I think if we do, they will, they will say, "Well, we've got issues around lots of things," but we've got to start with, I think, changing the, the contract, if you like.
I think there's a disconnect, isn't there, between what we perceive as dentists, 'cause we're, we're very focused on the nitty-gritty.
Do you think the profession doesn't always listen in the same way as you as a patient want us to listen?
I, I, I, I think there, the, I was gonna say the blinkers are on, but that's more visual, isn't it? But whatever, the, the, the, the ear, the ear defenders are on.
I don't believe the profession listens to the public enough, no, and it's like any business.
If, if you, if you actually step in the shoes of, of the customer and understand what they want, we have a different conversation.
I don't mean one-to-one, I mean generally at large with, with, with the public, that the profession has- It's where it's marketing.
A- and, and the hyperloop back to my previous, um, career in financial services, is that that trust was eroded by erroneous behaviors, which were then, um, increasingly stamped out by a regulator, and eventually, allegedly, these organizations listened.
So I found myself in dentistry scratching my head going, "Well, why aren't we listening to the customer? Why aren't we listening to our patients?" Um, and I think if we do, they will, they will say, "Well, we've got issues around lots of things," but we've got to start with, I think, changing the, the contract, if you like.
I think there's a disconnect, isn't there, between what we perceive as dentists, 'cause we're, we're very focused on the nitty-gritty.
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