2016 Annual Report

Our Story

We make our people smile....and that makes our patients smile too!

Lumino is a New Zealand success story. We founded the Lumino network in 2002 but our story really started ten years ago, in 2005 when we launched the Lumino brand.

Since that time, we’ve grown from 17 to more than 100 practices and our team has grown from 100 to more than 870 amazing people. We are by far the largest dental network in New Zealand and in our last financial year (FY16), we saw half a million patients and turned over more than $100 million in gross revenue.

We are continuing to grow and an increasing number of specialist practices are joining our network. Dentists are attracted to our reputable brand, professionalism and the support we offer – which lets dentists focus on making people smile, rather than administration. This is thanks to the great work done by our finance, IT, marketing, HR, practice support and administration teams in our support office.

We’re using technology to make our business more efficient, with practice management tools leading to more patient appointments, better utilisation of dentists’ time and busier practices. It’s also helping us engage with our customers, with leading edge CRM and data warehousing software to improve marketing, customer service and patient retention.

An incredible 13% of New Zealand’s adult population are Lumino patients; that’s one in every eight New Zealanders. And thanks to our high profile marketing campaigns, an astonishing 85% of New Zealanders know the Lumino brand. Our ground breaking TV advertising continues and in July 2015 we launched our third creative campaign, “Do What Makes You Smile”.

We are still the only dental business in New Zealand able to offer 18 months’ interest free payment terms, in partnership with Q-Card, to help affordability in dentistry. Lumino is all about people – we are focused on providing the best possible dental care for patients and rewarding employment opportunities for our people, including training, mentoring and career development.

We have a strong clinical and governance structure in place and in the last year, we were delighted to announce the appointment of Dr Andrea Shepperson to the Lumino board, along with our GM Operations, Vikki Andrews. Our Clinical Advisory Board, led by Dr Ben Harris, continues to lead the way in health and safety protocols, compliance and best practice guidelines.

Seventy-two percent of our patients say they would refer us to friends and family, giving us a net promoter score of 62, and all over New Zealand, we make 1,200 patients smile every day.