Hunter Plastic Surgery - Management Team of the Year

Company: Hunter Plastic Surgery, Newcastle, NSW
Company Description: Hunter Plastic Surgery is one of Australia's leading clinics for women in Australia and focuses exclusively on breast and body surgery for women. It is led by it's founders, Amber Moncrieff, and her husband Dr Nicholas Moncrieff. Hunter Plastic Surgery has two specialist surgeons and a team of 9 women who have supported patients since 2009. They have won 23 local, national and global awards.
Nomination Category: Company/Organization Awards Categories
Nomination Sub Category: Management Team of the Year at a Women-Owned or -Led Organization – 10 or Less Employees

Nomination Title: A Five Star Female Management Team Breaking Records at Hunter Plastic Surgery

Hunter Plastic Surgery (HPS) is a leading Australian plastic surgery clinic for women, co-founded by Amber Moncrieff and her husband Dr Nick Moncrieff in 2009. It is based in Newcastle, NSW.

With an exclusive surgical focus is breast and body surgery, HPS attracts patients from across the region and Australia. In the past 12 months, over 1200 women have been surgical patients and/or enjoyed treatments in their non-surgical clinic, Renew Medispa.

HPS’s purpose is to make women healthy, happy and confident. This is reflected in patient feedback showing over 99% of patients saying they’d recommend HPS to others and over 380 five star reviews online.

Despite COVID-19, economic impact of the Australian bushfires, increasing industry competition and other headwinds, the HPS management team of Amber Moncrieff (Director), Jessica Laing (Practice Manager) and Alicia Green (Assistant Practice Manager) have excelled over the past 2 years.

Their laser-like focus on people, service, processes, marketing, and adaptability has steered the practice to set new records in terms of patient satisfaction, revenue and profitability, despite the headwinds. In fact, the 2021 financial year (ending 30 June 2021) was their most profitable since inception, 35% greater than the 2019 financial year!

1 - Record financial results and a new surgeon
HPS had record financial year profitability and surgical revenue 2020/21. They increased surgical revenue by 34% and profitability of the overall practice by 35% in 2 years.

HPS attracted a second Specialist Surgeon into the practice to meet high demand in early 2021, helping to further increase profitability and leverage their strong brand.

2 – Outstanding service levels
They maintained very high levels of patient satisfaction as demonstrated by growth in five-star reviews of 42% to 385 and continued patient survey recommendation rating above 99%. Service innovation such as a switch to video consultations and new online booking and skin care store assisted particularly during Covid shutdown.

3 – Industry leading marketing
With a combination of a website rebuild, increased focus on patient journey marketing (ie, no stock images of models, HPS only uses their own patients in marketing), blog writing and quality social media content production, HPS increased website visitors by over 120% in the last two years.

4 - Industry leadership and community contribution
Our team have made an ongoing contribution to education in the industry including Amber Moncrieff's presentations at national conferences. In 2019 she established a group for 80 other practice managers and Plastic Surgeons across Australia. HPS has also actively supported a number of community causes donating over $30,000.

5 – External recognition
HPS has been regularly featured in media over the past 2 years and has also secured 12 awards. More about this below.

Financial results in the top 5% in Australia
The record surgical revenue and profitability of the financial year to 30 June 2021 were 34% and 35% respectively above the previous record financial year ending 30 June 2019.

The current numbers put Dr Moncrieff's revenue in the top 5% in Australia (according to July 2021 benchmarking by industry consultant, David Staughton).

Award-winning excellence
HPS have won 12 awards over the period, including Gold Stevies in the 2020 Stevie Awards for Sales and Customer Service and the 2019 Stevie for Women for Small Business Management Team.

They also won 4 awards in the 2020 Global MyFaceMyBody Awards:
- Australasian Surgical Makeover of the Year – the body transformation performed on their inspirational patient Celeste Rodwell aftera 50+kg weight loss.
- Australasian Customer Experience of the Year
- Australasian Practice Website of the Year
- Australasian Ruby Achievement Award for being winners over 3 years of the MyFaceMyBody Awards - consistency matters!
These awards make HPS the most awarded plastic surgery practice in Australia.

These achievements are significant not only against the background of the headwinds mentioned above, but also that we welcomed two babies into our small team during this period, including for our Practice Manager Jessica. Being able to manage leave is always challenging in a small team, but with planning and flexiblity we have not only achieved business goals, but welcomed back both new mums with flexible working arrangements.

The support document brings some of the achievements of the HPS management team to life.

Page 3: INTRODUCTION - The HPS philosophy, key statistics, and structure
Page 7: THE FIVE STAR HPS TEAM - The senior team of Amber Moncrieff, Jessica Laing and Alicia Green
Page 12: KEY RESULTS SUMMARY – The top 5 achievements of 2019- 2021
Page 14: FINANCIAL RECORD BREAKING AND NEW SURGEON – Details of the financial year records broken in 2020-21 and new surgeon
Page 15: FIVE STAR SERVICE – Culture and processes, innovation, connection with the right patients and testimonials
Page 27: MARKETING WINS – A focus on real patients, website redevelopment and social media dominance
Page 36: INDUSTRY CONTRIBUTION – The contribution Amber Moncrieff and our team make to the industry
Page 42: EXTERNAL RECOGNITION – Award wins and media highlights from the last 24 months