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 a team of 8 women who have supported over 17,000 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: 5 Star Management Team Shining Despite the Storm
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2021 of the nominated management team, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the appropriate spaces below:
- Briefly describe the nominated organization: history and past performance (up to 200 words):
Total 186 words used.
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, with 40% of their patients travel from more than 100km away given their national brand.
In the past 12 months, over 250 women have been surgical patients and 620 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 400 five star reviews online.
Despite challenging economic conditions, significant government regulatory changes 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.
- Outline the management team's achievements since July 1 2021 that you wish to bring to the judges' attention (up to 250 words):
Total 249 words used.
1 – PROFITABILITY IN ROCKY TIMES
Despite considerable headwinds including economic and regulatory challenges HPS has experienced record financial year profitability and revenue per surgical patient over the 2 years to June 2023.
2 – OUTSTANDING SERVICE LEVELS
Continued innovation has seen HPS maintain very high levels of patient satisfaction as demonstrated by growth in online five star reviews to over 400 and patient survey recommendation rating above 99%.
3 – MARKETING WINS
With a combination of an increased focus on patient journey led marketing, blog writing and quality social media content, HPS has increased website visitors by over 27% in the last two years vs previous period. This includes a 31% increase in users from organic traffic. Their Instagram following has increased by 15%.
4 – INDUSTRY LEADERSHIP AND COMMUNITY CONTRIBUTION
The management team have made an ongoing contribution to education in the industry including Laing's presentations at national conferences. Amber has gone above and beyond with her Australasian group for 95 other practice managers and Plastic Surgeons across Australia to help connect and share ideas, especially during the implementation of new government rules in 2023.
HPS has also actively supported a number of community including fundraising, sponsorship and donations of over $20,000.
5 – TEAM GROWTH AND RETENTION
HPS continues to see high levels of personal and professional growth of the team and high rates of retention with all members being employed for at least 3 years and three celebrating over 9 years with the practice.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 176 words used.
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 2021- 2023
Page 13: FINANCIAL RECORDS IN ROCKY TIMES - Details of the financial year records broken in 2021-23 despite the headwinds.
Page 16: 5 STAR SERVICE – Examples of how the service mindset is imbedded into culture and processes, innovation examples and patient testimonials.
Page 27: PATIENT LED MARKETING WINS – Examples of the marketing focus on real patients, website and marketing statistics and social media dominance.
Page 33: INDUSTRY LEADERSHIP AND COMMUNITY CONTRIBUTION – Examples of the contribution Amber Moncrieff and the team make to the industry and community and testimonials from those who have benefited in 2021-2023.
Page 42: GROWTH CULTURE AND TEAM RETENTION - How the HPS management team build culture and capability for long-term retention.
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Total 248 words used.
1 – PROFITABILITY – TOP 5% OF AUSTRALIAN PLASTIC SURGERY PRACTICES
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 and profitability in the top 5% of plastic surgeons in Australia (according to July 2023 benchmarking by industry consultant, David Staughton).
2 – SERVICE AND MARKETING THAT IS INDUSTRY LEADING
HPS has been able to avoid some of the current pain being felt by plastic surgery clinics across the nation due to the headwinds, confirmed by David Staughton. He attributes their continued profitability gains to ‘Tier One’ service and marketing. He confirmed that on one measure, being share of website traffic, HPS has moved from 13th to 10th in NSW (regional and Sydney) since mid 2021.
3 – INDUSTRY ADVOCACY DELIVERING FOR AUSTRALIAN MUMS
The most significant industry advocacy win of the period was the reinstatement of the abdominoplasty item number of mums in July 2022, which Amber and the team had been part of advocating for over many years. This has meant HPS 13 patients have already had their abdominal reconstructions following damage in pregnancy.
4 - AWARD-WINNING EXCELLENCE
HPS continued their award winning with the 2021 Stevie Award for Women for Small Business Management Team.
That award took their tally to 24 awards for their service, results and team, making HPS the most awarded plastic surgery practice in Australia.
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