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Customer overview
Organsation:
Gensmile Dental Group
Sector:
Dental / Primary Care
Estate size:
37 sites
Geographical Coverage:
England & Isle of Man
The challenge
In 2025, Gensmile undertook a full review of its clinical waste provision across its estate.
Key challenges included:
Multiple incumbent suppliers across the portfolio
Varying contract end dates and exit terms
Requirement to ensure uninterrupted clinical service across all locations
Need for a cooridinated and phased transition to a single supplier
This created a complex mobilisation environment, requiring careful planning, stakeholder communication, and flexibility to align with existing contractual obligations.
The solution
phs Group delivered a structured and agile mobilisation programme, led by our dedicated onboarding team and supported by Beccy Branch, Key Account Manager.
Our approach included:
- Phased mobilisation plan aligned to contract exit dates
- Close coordination with incumbents to ensure smooth transitions
- Flexible onboarding strategy to accommodate early terminations, site-specific complexities, and changing requirements
- Central programme management, supported by regular communication and stakeholder engagement
- Rapid issue resolution, including support with non-standard sites and supply chain considerations
This ensured continuity of service throughout, with no disruption to patient care or site operations.
Delivery and implementation
Dedicated mobilisation and onboarding team
Single point of contact via account management
Regular progress reviews and updates
Site-level onboarding tailored to operational requirements
phs’ experience of managing transitions involving incumbent suppliers ensured a structured, low-risk implementation approach.
The outcome
Successful mobilisation across a complex, multi-site estate
Seamless transition from multiple suppliers to a single national provider
Improved consistency in service delivery
Strong collaboration between phs and Gensmile teams throughout
''The mobilisation of our clinical waste services across the Gensmile estate was complex due to the number of incumbent suppliers and contract variations. phs managed the process with professionalism, flexibility and clear communication throughout. Their ability to adapt to changing requirements and coordinate a phased rollout ensured there was no disruption to our operations. The support from the onboarding team and our account manager, Beccy Branch, was excellent from start to finish.''
