Core Practice offers a hassle-free, subscription-based PMS solution that’s also great for managing multiple locations.
 
By Danny Chan
 
Running a dental practice is no easy task. It’s even more difficult when you look after multiple clinical operations as a group practice manager. On top of meeting the main objective to provide superior dental care, you’ve got to manage patients, appointments, billing, scheduling, collections, and so forth. Multiply those tasks by the number of practices you oversee, and you can immediately appreciate the value of having a dedicated software tool that can help to streamline your multi-location systems and workflows.
 
Here is where Core Practice, the cloud-based dental software, can help. The cutting edge software program not only integrates all your automated tasks into a centralised hub but also allow easy access at any time, anywhere and on any device. For only $199/month (per location), Core Practice offers a subscription-based model that delivers all the powerful intuitive features you require from a PMS program without any of the hassles.
 
Core Practice’s winning feature has got to be the cloud-based delivery platform upon which it was designed, from the ground up. The major drawback of many current PMS packages stems from their legacy infrastructure. Indeed, there are many limitations to traditional client-based dental PMS software, including: Storage limitations, tedious data backups and hardware glitches. The server-reliant system that traditional software programs operate on also means they are more suitable for individual clinics, rather than for use in group practice settings.
 
Based on Software as a Service (SaaS) infrastructure, Core Practice offers what is known as true cloud computing solution. Its wholly web-based application represents unlimited online storage for unlimited number of users and patients. That is an ideal solution for a group practice manager who does not want to worry about overhauling server hardware or upgrading systems whenever new locations are added or when the customer base expands.
 
Beyond scalable options, the Core Practice software thrives on delivering a streamlined workflow, says Kenny Ha, the company’s Software Engineer. “From the perspective of a group practice owner, ‘centralised efficiency’ is not merely a catchphrase but critical to the daily running of multiple locations. Core Practice gives them the ability to quickly assign, manage and control automated functions from a centralised system. The software also provides holistic view of how the business, practice and dentist are performing for better reporting.”
 
“With Core Practice, the practice owner now has the ability to operate and analyse their multi-practice business with more certainty, and make informed decisions based on hard data instead of blind instinct.”
 
If the individual elements of a group practice are not handled efficiently, the quality of customer service, cash flow, and bottom line will suffer, Kenny warns. The software engineer has worked with enough group practice owners and clinicians to understand the innards of a multi-location dental outfit.
 
Listening to dental owner feedback and taking copious notes on specific complaints of PMS users, Kenny says, was instrumental to the design of the Core Practice software. The intensive research has paid off, as evidenced by positive feedback from initial users involved in the software’s soft launch.
 
The bulk of compliments from group practice managers touched on the following features:
 
Shared database: All practice data integrated into single database enables shared patient treatment notes, etc.
 
Centralised system: Business owners and practice managers no longer need to be on site at each clinic to know what is going on. They are able to manage and run all their clinics from wherever they are, using any device.
 
KPI analytics and business reporting: With a click of a button, business owners can immediately obtain a graphical overview of how their business is performing in real time.
 
Fully integrated online booking system: Appointment book and calendar are updated in real time. No more manual entry or double booking.
 
24/7 access: Dentists can plan their day better with access to patient records from anywhere, any device, anytime.
 
Web-based application: No more hassles of maintaining physical servers, tedious backups, hard disc failures and lack of data security.
 
“The group practice managers and dentists who have used this product are absolutely over the moon!” Kenny enthuses.
 
“All the feature benefits of Core Practice are in addition to the main advantage that comes with operating within a cloud-based environment. If not already, operating in the clouds will soon become an irresistible option – particularly for group practice managers.
 
“Whether for individual clinics or a group practice, Core Practice can help you get started immediately.”
 

Henry Schein Halas announces increased tech support training and largest Australian coverage.
 
By Danny Chan
 
For an early adopter of dental technology, nothing is more frustrating than finding your equipment installed with a messy digital network configuration. Any dentist who has attempted to sort multiple user names (invariably with missing corresponding passwords), searched the web in vain for new drivers, felt hapless with error messages or got stuck with a software feature would know what I am talking about. The reason why many of us would rather take the self-help route when we find ourselves in a pickle, figuring out a new software or equipment, is usually because we cannot wait for technical support to respond. Either that or we do not wish to be put on hold by a phone technician, who sounds just as clueless as us. 
 
That is why when a major dental equipment supplier like Henry Schein Halas announces new developments in its technical support for Australia-wide customers by increasing staff training and geographical coverage, our interest is naturally piqued.
 
According to Stephen Wilkinson, Service Team Leader, the significant upgrade means that HSH now boasts the largest Digital Integration and Service teams in Australia with the greatest coverage. The geographical dispersion of technical and IT manpower is clearly shown here:
 
WA – 3 Field Service Technicians, 1 Digital Support Technician, 1 Service/ Administrative Staff
SA – 2 Technicians, 2 Service/ Administrative Staff
VIC – 6 Technicians, 1 Digital Support Technician, 2 Service/ Administrative Staff
NSW – 8 Technicians, 1 Digital Support Technician, 2 Service/ Administrative
QLD – 5 Technicians, 2 Digital Support Technicians, 2 Service/ Administrative
 
With service/ administrative staff manning the hotlines in each state, the company aims to ensure that the “phone will always be answered and initial troubleshooting offered for immediate results”.
 
The new structure, Stephen attests, allows for more efficient operation and faster job resolution. Regular training courses will also provide opportunities for technical support personnel to upskill and upgrade.
 
“All our technicians are fully qualified and trained in the equipment range. To maintain a high level of technical knowledge, four training sessions will be held – for iCAT, Instrumentarium, Planmeca imaging and Morita – between now and the time of the article’s publication.”

Explaining HSH’s objectives for IT staff expansion and technical support restructuring, Jim Allsopp, Equipment Operations Manager, says:

“The primary reason would be the rapid growth and development to our product range, particularly with regard to the introduction of ‘high-tech’ ranges such as 3Shape 3D scanners, Roland mills and Instrumentarium’s CBCT range, amongst others.”

“This also correlates to the rapid growth of the HSH Equipment business (including the coverage) and our pledge to provide the best support and service possible to ensure our clients get the best from their investment.”
​
Customer feedback, Jim acknowledges, played a critical role in pushing for change.

“Historically HSH’s service has suffered from reputational issues (which were deserved). Feedback and the desire to lead the market has led to a change in management, re-order of the service business and review of all associated processes.”

Perhaps the most notable change has to do with HSH’s focus on Digital Support. In line with Henry Schein’s global efforts, Jim says HSH hopes to raise the profile of its digital technology range by boosting its presence with adequate support and training.
 
“Having an expert, dedicated Digital support team is very important as the introduction of high-tech products brings significant new challenges to dentists and service techs alike. The biggest of these is the new emphasis on software and integrated equipment. This takes training and expertise that more than justifies a dedicated team in order to provide full and timely support as it is required.”

“The acquisition of Body Logic, 6 years ago, and their expertise in CBCT imaging has certainly given us a head start.”

At the digital end, there are the 5 Digital Support Technicians to handle issues of dental integration and another team of 8 designated for CAD/CAM support, of which 4 are dedicated experts and the rest who are sales engineers equally versed in handling CAD/CAM issues.
 
With the largest Digital Support team in Australia – 5 digital support technicians – HSH is leaving no request unanswered. A nationwide support number is available to ensure your calls are dealt with in person and prioritised to minimise downtime. The support team can access your IT network remotely to resolve issues and reconfigure software and settings to improve the operation of equipment and software in your practice. Nationwide customers can expect complete support (8am - 5pm AEST) for all digital devices and software including cameras, sensors, PSP's, OPG, CBCT & CAD/CAM.
 
Driving home the point, Jim says HSH wants to ensure a worry-free maintenance program irrespective of where the customer is based.

“We are all familiar with how frustrating inadequate training and breakdowns are – Henry Schein Halas’ extensive service and support coverage ensures that breakdowns are reduced, with preventative maintenance available regardless of location and downtime is shortened in the event of a breakdown due to stocks of parts and an impressive service network.”

“This Network is even more important with regards to DI as availability and quality of support can significantly affect the ‘usefulness’ of a product. A dedicated team is a must!”

From efficient installation to training of practice staff, Jim explains, the entire process needs to be factored to maximise the benefits of the equipment.  

“We provide product (equipment/software) training courses for dental practice staff. Full training and handover is conducted with every equipment purchase. Following this, ongoing support and training is available both in our showrooms at one of our many (often free) events or in the clients own practice.”

As previously alluded to, finding appropriate and timely technical support can sometimes feel like extracting teeth, especially when you are constantly being put on hold or not being referred to the right person. Can dentists expect better help from HSH’s current support team?

“We certainly agree (with the teeth pulling analogy)! That is why we have taken significant care to ensure calls are answered and resolved as quickly as possible. Both Service and DI have dedicated support lines, all of which are monitored during business hours.”

“All calls go to a service administrator (based in each state) who can provide initial support on many issues and, if required, schedule the next available technician to attend the practice and resolve the issue:

This high level of support can be expected from all customers, Jim stresses:
“Every Henry Schein Customer can expect the same great level of support regardless of what they purchase! It is a matter of integrity and principle that we offer all our clients the best customer service possible.”

 
 

By Danny Chan
 
It doesn’t get much better than plying your trade so close to famous beaches in the idyllic town of Torquay. The surfing capital of Australia is known as the first of many renowned tourist attractions dotted along the Great Ocean Road.
 
That Dr Chris Van Ryswyk, owner and principal dentist of Surfside Dental, would want to capture the spirit of Torquay in the design of his new dental surgery, is not surprising. It is the way in which the surgery’s colours and composition reflect the subtler characteristics of its surrounds that makes it invigoratingly fresh.
 
Located a relaxing stroll from the water’s edge, nestled among fresh-brewing coffee houses and a quaint selection of eateries, Surfside Dental may at first seem anomalous in the neighbourbood. Yet its role, as one of a handlful of dental clinics serving the small township and its outlying regions, is significant.
 
Torquay’s roughly 7,000 seaside residents find a modern option in the family dental clinic. Surfside Dental delivers an expanding range of services covering general dentistry and cutting edge cosmetic treatments. And thanks to Optima Healthcare Group, a design and construction firm specialising in dental and healthcare establishments, Dr Van Ryswyk’s outfit looks every inch as avant-garde as its city-dwelling counterparts.  
 
Up to speed
 
It was the highly accessible location, boasting excellent exposure and ample parking, that piqued Dr Van Ryswyk’s interest. Then working for a large Geelong practice, the experienced dental practitioner enlisted Optima’s help to survey the property.
 
“I found (Optima Health Care Group) on Google,” Dr Van Ryswyk recalls. “Their head office was local and they talked my game. I was actually in contact with them a year earlier with a similar idea.
 
“Although I was not ready to follow through the process at that stage, they were understanding and left a good impression.”
 
As soon as the site was secured in September of 2013, the Optima team was put in charge of the renovation with a year-end deadline to meet. The team had essentially less than four months for the complex undertaking – which included planning, demolition, fitout, equipment supply, installation, and stock ordering.  
 
Blown away by the team’s proactiveness and speed, Dr Van Ryswyk remarks with an incredulous tone:
 
“From the time we checked out the property, it took only five days for (Optima HCG) to present me with their initial concepts.
 
The Optima team was equally efficient at final delivery, says the dentist.
 
“The property was vacated by the previous tenant end of October and Optima quickly jumped in to do the demolition work. I actually got to see my first patients on Tuesday 17 December!”
 
The stringent deadline wasn’t the only challenge the builders had to overcome. First, the surgery was located on the first level with limited access. Compounding the time shortage, they had to work outside regular business hours to avoid disturbing shop owners operating below the unit. It didn’t help too that Christmas was around the corner, which meant deadlines for ordering materials were tighter than usual.
 
“Still,” says Rochelle McGarry, Design Consultant at Optima HG, “we knew Chris wanted the practice up and running by December to make the most of the year-end season.
 
“We were delighted to meet the deadline, which represented significant cost savings in Chris’s time as he was able to launch before his rent-free period ended.”
 
Optima managed to deliver the goods while ticking all the boxes on Dr Van Ryswyk’s wish list.
 
“The clinic had to be open, with clean uncluttered lines,” says the dentist of his original design and layout objectives.
 
“I wanted an inviting modern feel, that would still fit into a seaside town. The property has large windows which I wanted to utilise to remove that common “claustrophobic” feeling you get in most surgeries.”
 
Vision Accomplished
 
The results were, in many ways, impeccably fitting. The large floor-to-ceiling windows work a treat as Dr Ryswyk had envisioned. From the reception area to the surgery rooms, natural light evenly fills the interiors without direct glares or hard shadows.
 
The white walls and neutral tones of grey – used for most of the wall-hugging cabinetry – make the perfect foil to lime green splashbacks and chair upholstery. If the effervescent green calls to mind neon-clad surfers, the grey tones capture the earthy riches of nature that abound in picturesque Torquay. Sand-coloured floorboards complete the beachside effect with a single wave, part of the logo signage, emblazoned across the reception wall.
 
The elegant yet spartan feel of the surgery makes for unique interpretation of the seaside township; its tranquil charms brought to life by combining a space-efficient layout with zen-like furnishings.
 
As meaningful as the aesthetics were the practical considerations. Dr Ryswyk knew that he would initially be running the practice with an assistant, and wanted the design and layout to accommodate the ergonomics of a solo outfit – while still allowing for expansion.
 
Affording visibility and movement between the reception and surgery areas, the layout meets the transitional plans of the dentist, even as the multiple surgery set-up and fully furnished sterilization area promise space for a bigger team. Meanwhile, the elegant Heka dental chairs and NSK handpieces, part of an expandable equipment package put together by Optima, run along with the future-proof concept.
 
While Optima probably wasn’t the most affordable option, Dr Ryswyk says the quality and value of the renovation was what impressed him.
 
“They deliver quality – and they deliver in a very tight timeline – while functioning extremely well under pressure. The team at Optima held my confidence throughout the entire project.”
 
Having already referred dental colleagues and clients to the design and construction firm, Dr Van Ryswyk could scarcely hide his satisfaction:
 
“Most of my patients have paid compliments to the open, clean and friendly atmosphere in the clinic,” he enthuses, before adding with a winning smile:
 
“That is exactly what I wanted to achieve with the design.”