As with any new technology, modern dental advancements are often met with both enthusiasm and scepticism, depending on who you ask.

Despite 84% of dental professionals now using digital tools in their day-to-day practice,¹ certain advancements – most notably, the recent rise in AI use – continue to divide opinion, with some individuals worried that the human touch is at risk as technologies continue to further automate and streamline processes.

At its core, dentistry is human-centric. But this doesn’t mean digital innovations do not have their place. In fact, the key to a future-ready practice is a combination of both, according to Mark Topley. Creator of the Great Boss bootcamp, founder of Go Practice Green, and co-host of the Dentistry On Purpose podcast, Mark is a trusted consultant to leading organisations in the UK and across the globe, specialising in dentistry, healthcare, and purpose-led small businesses.

We spoke to Mark about how dental professionals can navigate the ever-changing dental landscape while keeping their core principles the same: prioritising good communication, strong leadership and team culture, and thoughtful community and sustainability initiatives to build on trust and the human-to-human connection.

How does helping the environment and community positively impact wider dentistry?

MT: We're in the trust business, so the bar for choosing the right dentist is much higher. The trust signals that people look for aren't just your qualifications, your online reviews, and whether your practice looks nice; they’re much broader than that. It can be more to do with the kind of person you are. Are you trustworthy? Do you and your team look capable of providing the right care? Does your practice care about more than just making money?

A key way to grow patient trust is by being active in your local community, and showing that you care about the environment. Many consumers now expect businesses to do social and environmental good as standard, with certain demographics actively seeking companies that prioritise Corporate Social Responsibility (CSR) – either as an employer, or as a provider of goods and services. Crucially, people will often pay more money for a service that they know is ethical, environmentally sound, and takes the surrounding community into consideration.

What is your opinion on the rise of AI in dentistry?

MT: I think AI has some massive potential benefits, but it won’t solve all your problems. However, the correct and appropriate use of AI can save you a lot of time, and provide clearer insights than ever before.

Currently, AI is being used in dentistry in everything from radiographs to patient notes, and as long as it's used mindfully, it can be a brilliant tool. AI can also help with patient conversations by wording things more clearly, but you've got to make sure that you’re not eradicating the human element entirely. It’s the same for difficult conversations within your team: AI can be helpful in the preparation, but it cannot replace human-to-human contact. It cannot ask sincere questions, or build rapport and trust.

So while I think AI can be hugely beneficial in specific scenarios, for anything human-to-human, it should be used very carefully. We should be striving to grow our people skills, because that's what differentiates us. That's where AI needs to serve us; not the other way around.