AVANT Dental Leaders challenges the “business-as-usual” mindset of dentists left behind the technology curve
 
By Danny Chan
 
What’s in a company name? It’s often the first point of differentiation between your business entity and those of your competitors. It also reflects your corporate identity, which means that it should succinctly capture the outlook, ethos or function of your business.
 
That is true of Avant, the lab formerly known as Australian Dental Lab. Most commonly used as a subset of the term “avant-garde” – defined as “new and experimental ideas and methods” – the new moniker suggests a breaking away from old ways of doing things and taking them to another level. This name change reflects the bold direction the established lab of 40-plus years has embarked on.
 
Besides an embodiment of their future-oriented business plan and outlook, Richard Salter, Avant’s Managing Director, says there’s another practical reason for the name change:  
 
“Most brands in our space have the words “dental lab” in their names and many get abbreviated like ADL. We wanted to define our own position in the market.”
 
Richard believes that in step with building brand awareness, Avant must also ensure a smooth transition for existing customers.
 
“We have very strong relationships with our current customers, some of which have been sending cases to our team for over 40 years. We leverage 40-plus years of experience and relationships to always treat our customers as the first priority.”
 
As well as helping dentists adapt to an evolving marketplace, the rebranding exercise heralds Avant’s enthusiastic adoption of cutting edge digital equipment, business processes and delivery platforms. 
 
Ian Feigen, Avant’s General Manager, says the growing impact of digital dentistry precludes dentists and labs from having a “business-as-usual” mindset:
 
“High quality dental materials like Zirconia are increasingly being made with CAD milling and 3D printing in mind. Digital technology is revolutionising the way dentists prepare and transmit their cases while enhancing the speed and accuracy with which cases are being processed and delivered.”
 
“Dentists and dental labs that remain on the old paradigm will find it harder to compete. Whichever industry you’re looking at, the trend tends to favour the more tech savvy – and the dental industry is no exception.”
 
One of Avant’s responses to the tech revolution is to partner with a Chinese lab, which Ian claims is one of, if not the most, digitally focused manufacturing labs in the world. Based in Shenzhen, the Mainland’s high-tech hub, the lab’s level of technological sophistication is difficult to match or replicate in Australia.
 
“Due to the sheer size of their international volume, output and manpower, our Chinese manufacturer can afford to invest in the very latest and most advanced equipment available.”
 
“That’s the kind of leverage that Avant will use to support Australian dentists who are looking for high quality products with speedy turnarounds.” 
 
Richard proffers that not only labs are bracing themselves for the digital impact, dentists too are required to reinvent and adapt:
 
“From the way they market themselves to how they on board a patient to how they capture an impression, dentists must embrace technology, or they will be left behind. Patients assume the best dentists will embrace this technology.”
 
Outsourcing dental work to emerging economies like China remains a sticking point, especially with regards to the question of quality control and technical oversight. Both Richard and Ian contend that times have changed.
 
“30 years ago, the offshore labs were not as good and used inferior products. That is not the case today. Modern digital lab processes have levelled the playing field to the point where you would find increasingly negligible quality differences between digitally-equipped manufacturers,” Ian explains.
 
Richard adds: “This digitisation has meant that offshore providers through greater scalability and access to technology and materials have surpassed the quality of what can often be produced onshore. Avant gives access to this. Dentists must embrace this change and pass on these advantages to their patients.”
 
Still, in terms of quality control, Avant leaves nothing to chance. Local lab technicians check every case before it reaches the customer. This serves as a final checkpoint to provide customers an additional layer of assurance, as with production-side QC stipulations.
 
“Although the quality of work at the offshore lab is very high, we stipulate to all the manufacturers that they must use the exact same products and materials as we use in our own labs. All these products must have accreditation certificates that conform to international standards,” Ian emphasises.
 
To fully embrace the opportunities and cost benefits that outsourcing provides, Richard believes, demands a shift in mindset:
 
“The question of outsourcing must be viewed in the context of a dental lab and their relationship with dentists. Dentists must be open-minded to modern technology and materials and think more-so on a global scale.”
 
“Globalisation and technology have opened up the ability for a dentist to send a dental restoration case digitally to China, America or Europe in minutes – what in the past would have taken a couple of days.”
 
To help dentists navigate a dynamic business environment, he believes that Avant customers have a distinct competitive edge. Banking on the lab’s scalability, quality products and assurance as well as close client communication – led by Ian, formerly a Ceramist with 43 years of experience – Richard supports his claim with dollars-and-sense reasoning:
 
“Quality restorations means patients will be happy. Serviced by, and access to experienced technicians saves critical clinical time which, in turn, saves money. Competitive pricing allows dentists the flexibility to be more competitive or increase margins.”
 
 
 
 
 
 
 

Smilefast educator Dr Geoffrey Hall has developed a comprehensive Mini Masters program for dentists taking on orthodontics
 
By Danny Chan
 
OrthoED Institute is a Melbourne-based orthodontic training company that focuses on general practitioners seeking to carve a new career path in the lucrative teeth straightening market. Designed with GPs in mind, the Institute has been running a 9-module, 2-year Mini Master’s Program since its inception about two years ago.
 
“If you’re thinking of getting into orthodontics but do not wish to put your life on hold for three years, this program was designed for you,” Dr Geoffrey Hall rationalises, comparing his brainchild program to undertaking a full-time post-grad qualification at the University. Stretched over two years to accommodate lengthy case study review processes, the program effectively boils down to 21 days of full-day lectures in 2-day blocks.
 
Despite a less hectic schedule, Dr Hall says at the end of the orthodontic course, dentists are poised to deploy their newly minted skills on the vast majority of orthodontic cases.
 
Delivered by specialist orthodontists, including Dr Hall, and other specialist lecturers, the course incorporates a broad suite of lectures, online materials, case management mentoring support, as well as an optional in office immersion program. Guest lecturers comprise of relevant field experts, including oral surgeons, prosthodontists, practice managers, TMJ and sleep apnoea experts.
 
Filling the gap
 
Backed by 30 years and over 10,000 cases of orthodontic experience, Dr Geoffrey Hall is one of the leading orthodontic educators for general dentists in Australia. He is better known as developer of Smilefast, a digital indirect bonding system touted to achieve predictable treatment results in just 6-9 months. Smilefast is also the name of a short-term cosmetic orthodontic course that has trained over 700 dentists on the proprietary system since 2012.   
 
 “Without a shadow of doubt, the Smilefast training course is the best introductory course out there that allows general dentists to easily integrate into the field of orthodontics,” the Specialist Orthodontist asserts.
 
While the 2-day course purportedly gives general practitioners the ability to straighten teeth in 75% of adult orthodontic cases, the experienced clinician acknowledges a limitation of his highly condensed training session.
 
“Many of our Smilefast course attendees have gone on to provide orthodontic services in their practices, however there are those who lack the confidence to take on actual patients due to insufficient practical experience.”
 
This is precisely the training gap that the Mini Master’s was designed to fill. Three years in development, Dr Hall believes the Mini Master’s course would equip graduate GPs with the knowledge, skills and confidence to treat 95% of all orthodontic patients – without having to refer them to specialists.
 
Affording a clearer picture of his motivations as the program’s chief designer, Dr Hall identifies several hurdles that GPs regularly encounter in pursuing the practice of orthodontics:
 
Risk analysis
 
As a practicing Specialist Orthodontist with decades of experience, he advocates the 80-20 rule for GPs: Treat 80 per cent of patients and refer 20 per cent of difficult cases. Making that distinction, he says, is “not as easy as it sounds” and requires in-depth risk analysis.
 
Citing examples of difficult cases such as “severe class 3 malocclusions that requires a lot of tooth movement”, Dr Hall reasons: “The beauty of being a GP is that you don’t have to treat everyone that walks through your door.”
 
One unique aspect of the course training is helping dentists make risk-based patient selection that considers such criteria as case difficulty, amount of chairside time and profitability.
 
“I hate it when I hear ‘profit’ being used as a dirty word”, he adds, “we’re all here to make a living and dentists are no different... there’s no reason to base your entire practice on difficult cases.”
 
Precise bracket positioning
 
Dentists often find it challenging to fit the braces in the correct position, which Dr Hall acknowledges takes a lot of experience to get right.
 
“To make (bracket positioning) easier for GPs without compromising accuracy, we’ve developed a digital workflow for indirect bonding that puts brackets on the model in the digital world. Similar to Invisalign’s digital set ups, our system is able to predict where teeth will move and digitally change the position of braces to precisely match the movement.”


Confirming the brand agnostic technology can be used with nearly any bracket system on the market, Dr Hall says that it will allow dentists to exercise more control over treatment outcomes while eradicating miscommunication between dentist and lab technicians.
 
Professional and Peer Support
 
Passionate about supporting the course graduates in practical ways, Dr Hall says the Institute provides a secure online portal for general case support as well as a digital computerised indirect bonding service. The portal also includes a peer group forum for course alumni to exchange ideas and help one another.
 
After they graduate, Dr Hall and his experienced staff team can even assist course graduates to set up their orthodontic service and provide onsite staff training.
 
“We have a suite of deliverables to optimise orthodontic workflow that can be adapted to most types of practice environment. At the moment we haven’t charged anyone for this service but that may change,” he advises.
 
Stepping stone
 
GPs who wish to enrich their résumés – if only to put patients at ease – can further use the standalone Mini Master’s course as a springboard to a Postgraduate Diploma in Orthodontics from a UK accrediting body. The Diploma is available as an optional extra stream (with additional fees) to full course registrants. According to Dr Hall, almost everyone from the graduate class took up the option – the only dentist that didn’t was apprehensive about meeting the exam criteria.
 
Course participants or graduates can also look forward to a 3-day limited attendance in-office course, available on first-come-first-served basis for those who have completed or are doing their Mini Master’s. One highlight of this additional module is a full-day hands-on photography lesson conducted by world-class photography lecturer Dr Peter Sheridan.
 
Dentists can choose whether to attend individual modules or the entire Mini Master’s Program. The full program is priced at A$22,499 + GST or $A27499 + GST for the full program including the Postgraduate Diploma In Orthodontics. Australasian Dentist readers stand to enjoy a special offer if they call OrthoED at 1300 073 427 before registration closes on March 10th 2020.
 
OrthoED Institute’s Mini Master’s Program is currently open for 2020-2021 intake registration. The program’s Module 1 (Diagnosis, treatment planning, risk management and case presentation) commences from 19th March 2020. For more course details, visit https://orthoed.com.au
 
 
 
 
 

Dr Hetal Patel’s entrepreneurial skills and vision helped build a successful English practice and turn around a floundering investment in Australia.

By Danny Chan

“Learning is a lifelong process”. The adage holds true whether you are a dental entrepreneur with a proven track record or a practice aggregator with a stable of thriving dental businesses.

It took equal doses of humility and ever willingness to learn from mistakes that led Tony Coulepis, Executive Chairman of Ekera Dental, to engage the management expertise of Dr Hetal Patel. It was Dr Patel’s spirited contribution, turning around a declining practice that Ekera Dental had acquired as its first dental practice in October 2013, that still serves as a useful template for the corporate entity’s unique acquisition model.

Living up to Ekera Dental’s reputation as a “non-corporate corporate”, Tony did not hide behind a corporate veil that is prone to mask inefficiencies and inflate profitability. In fact, he heartily endorses this article’s premise of how his company still benefits from backing the right visionary dentist, and providing him with the necessary tools and investment to restore Ekera Dental’s first practice to its former glory.  

Praising Dr Patel’s efforts for steering the company’s maiden acquisition in the positive direction, Tony says: “Dr Patel was the right person at the right time for the challenges we were facing at the time.”

“It was an excellent learning opportunity for the Ekera Dental team and I believe we have come away more knowledgeable and better prepared for future challenges.”

Guts and gumption

Before moving to Australia in 2008, Dr Hetal Patel was running a successful 5-chair practice with his brother in England. From 2000, the Patels had built their practice from scratch with a simple formula: “Treating every client as we would members of our own family and surpassing our patients’ expectations – not just meeting them.”

Values of honesty, integrity and humility were ingrained in their day-to-day operations. The practice thrived and within 6 years, grew to a team of four full-time dentists and 2 hygienists servicing 14,000 clients – seeing up to 150 patients a day.

Dr Patel recounts pulling out all the stops to establish points of difference from competing practices. While many of the ideas may seem commonplace now, the passionate entrepreneur insists they weren’t so for England in the early 2000s.

From simple things like greeting every customer on first-name basis to sound-proofing all treatment rooms to using expensive plasma TVs as promotional vehicles to installing digital x-rays and setting up snack bars in the waiting room, these were considered fancy inclusions that no one was doing at the time.

Careful deliberation permeated every facet of the clinic, including its scent (using wood to absorb the clinical smells) and ambience (incorporating a cafe-like waiting area). As a testament to how uncommon these ideas were, they used an optical store fitter to build the practice as “dental fitters hadn’t gotten to this level of fit outs just yet.”
Still, the most innovative concept had to be their membership-type business model, where patients signed on as members of the practice – paying a monthly fee by direct debit. Over 12 months, the fee would cover the cost of two check-up appointments and two to four hygiene appointments.
“There was an in-built insurance premium that also covered them for free out of hours emergency treatment,” he adds.
The membership program not only provided a steady cash flow but also converted the practice into a preventative focused clinic ensuring a constant stream of patients.
“Patients would leave on the day not paying which made them feel like they were getting this great service for free,” Dr Patel enthuses.
At the crossroads
While Dr Patel found running a successful practice both exhilarating and rewarding, he also realised that it was taking a toll on his personal life. “Something had to change or I was heading for a heart attack at 45.”

This epiphany soon gave way to the major turning point of his life and career: In 2018, he sold the practice and migrated to Australia with his family. “It was a big call and a scary one but again I was up for the adventure. I was cashed up and debt free. I felt a huge burden had come off my shoulders.”

For 9 years, Dr Patel would work as part-time associate, judiciously keeping a work-life balance. However, when the practice he was working in was taken over by a mainstream insurance provider, frustration crept in. “Once you’ve been a boss, it’s hard to fall in line,” he remembers feeling trapped, “I couldn’t control my clinical environment.”

It was around this time Ekera Dental was looking for someone to manage Smile Style Dental. At the crossroads of whether to change employment or buy a new practice, Dr Patel decided he would give the Ekera Dental challenge a shot. 

“Ekera Dental was transparent and acknowledged that its first acquisition proved a learning curve for them and mistakes had been made but they were passionate to invest time, resources and money towards fixing it.”
 
Another turning point
Challenging Ekera Dental’s model from the outset, Dr Patel recalls making tough decisions – even ruffling feathers – pushing through with a new vision and philosophy. Dr Patel took over the management reins in August 2018 and wasted no time to revamp the clinic with a new modern image – one that he says “portrayed the calibre and standards we aspire to”.

Mission statements were scribed onto the walls for all to see. New systems and processes were implemented to ensure day-to-day operations were “purposeful, repeatable and efficient”. From a re-activated patient database, along with Dr Patel’s loyal patients from his previous clinic, the practice was energised with a fresh momentum as were the practice staff who enthusiastically followed Dr Patel’s “hands-on” model.

As good word of mouth began spreading, Ekera Dental continued investing in new technology and equipment. Dr Patel believes that investments such as the 55-inch screens connected to HD intraoral cameras, have proven to be invaluable in patient education and getting treatment plans approved:

“When a patient sees the problem and then owns that problem, they ask for a solution – without the sense of a sales agenda. It’s so powerful.”

Hooked up to these new screens were other diagnostic aids like Diagnocams and Diagnodent along with popular entertainment channels like Netflix. Dr Patel was also instrumental in bringing 3D scanning into the Ekera Dental group. “We had one of the first trios units in the group and now have digital workflows throughout our practice in all treatment modalities.”

Once the practice was moving in the right direction, the focus shifted to providing on-the-job training for clinicians. “We invested in ourselves and attended courses to improve communications with patients. We spent hours on time management and better treatment planning for them to get more from their clinical practice.”

Ekera Dental facilitated training in Invisalign and implant placement so that the Smile Style Dental team was equipped to provide a comprehensive range of services, significantly reducing outside referrals. The clinic would also rely on Ekera Dental’s marketing and administrative expertise to take care of all back-end duties, including payroll, HR and P&L reports.

“Throughout the process, Ekera Dental was open to my ideas and supported me whichever way they could.’

“The results have been amazing. We’ve experienced massive growth. The practice is thriving and its fortunes have turned around. Smile Style is now amongst Ekera Dental’s top performing practices and takes pride in being the jewel in their crown once again.”
 
Family of practitioners
Dr Patel’s experience working with Ekera’s operations team has been nothing but positive. Once again, alluding to their “non-corporate corporate” style of management, the dentist says Ekera Dental has an inclusive family-oriented culture that promotes healthy cross-practice interaction.

“Their model of allowing clinics to run without interference but taking on the administrative duties is very powerful and really allows the Principals to focus on clinical and day-to-day issues.”

“The group as a whole encourage Principals to mingle, share resources and provide a supportive network. Many of the more experienced practitioners offer their time to mentor other practitioners within the group – in this regard, Ekera Dental is like a family of dental practitioners.”

For someone who has built and sold a successful practice, Dr Patel firmly believes in Ekera Dental’s current model, to which he can claim positive contributions: “I cannot recommend the Ekera Dental model more to Principals looking to sell their practices.”
 

Gallant Autonome is a fully integrated dental unit that practice owners with limited floor space have been dreaming about. 
 
By Danny Chan
 
The feature “plug-and-play” has never been used to describe the attributes of a dental unit – until now. That’s right. Imagine a dental unit that practically works out of the box, with no complex installation process necessary. The Gallant Autonome is a dental unit that does not require connections to air supply mains; vacuum mains; water supply mains; and sewerage system. The truly standalone unit includes a built-in compressor, suction system, aspirator and container for secretions. Housed within a soundproof cabinet, the oil-free compressor and suction system is exceptionally quiet.


Judging by the main features alone, there are two scenarios that immediately spring to mind where this chair would be a great fit:
 
Scenario One: If space comes at a premium cost to you, this high-tech Italian dental chair offers a unique space-saving solution that can also potentially save thousands in annual rental expenditure.
 
Scenario Two: If new space for a non-plumbed suite suddenly opens up in your clinic, you no longer need to engage a plumbing expert to extend the existing pipe-works into the room – which entails yet more savings. All this dental unit needs is an Australian standard 240-volt power plug.
 
Tecnodent is the Italian chair maker of Gallant Autonome. Founded in 1966, Tecnodent has a long tradition of chair designs for the dental/medical market that are renowned for their fine Italian craftsmanship. Tecnodent purportedly pioneered several innovations, including: Seamless upholsteries, knee-break seats (Linda Chair); as well as memory foam moulded upholsteries without seams.
 
In case you’re not entirely familiar with Tecnodent, perhaps you would be with the ensemble of European brand-name products that the unit comes integrated with:
 
Dürr Dental: Amalgam separator CAS 1; filter and place selection valve; Dürr Comfort assistant block with large and small suction hoses and extension capacity with any instrument; intraoral camera; modular suction tips; suction hoses (11mm/17mm)
 
Bien Air: Brushless micromotor
 
Satelec: Ultrasonic handpiece
 
Luzzani Dental: Suction unit with a bactericidal filter mounted in the hydroblock ; Minilight 6-way syringe with hot/cool water, air and spray.
 
Ekom: Oil-free compressor with a stainless-steel body, 5-litre corrosion-resistant tank and an automatic condensate drain
 
Tecno cer: Ceramic swivel spittoon bowl with flush and electric glass refill
 
Mectron: LED polymerization light
 
These branded wares are housed within a 10mm-thick, glass-reinforced polyester shell, alongside other modular parts like: 2-litre clean water system; 6-litre water tank; 5-litre capacity for secretions.
 
The sleek modern appearance of the chair is accentuated by the glossy surface of the ceramic cuspidor with anti-bacterial coating and luxurious Italian upholstery. Available in two versions, dentists can select between the “Sting” dental chair (available in suspended and floor-mounted models) or “ECO.next” dental chair (floor mounted version). Both versions offer a great selection of colours and upholstery to provide users what the company calls “chromatherapy”.
 
For all its whiz-bang tech and pleasing exterior, the biggest drawcard of the Gallant Autonome is undoubtedly the fully integrated solution it offers. That is certainly the feedback from Dr Kevin Morris, Specialist Periodontist at Northern Periodontics & Implants.  Dr Morris worked as general dentist for 15 years before becoming a Specialist and currently co-owns NPI, a six-location group practice with two other periodontists.
 
He purchased the Gallant Autonome from local reseller INZ Dental for his second permanent clinic location in South Morang, an old 200-sqm residential house that was converted into a single-chair practice. To avoid damaging the rental property with a view for future expansion, Dr Morris found the Gallant Autonome tailored for his needs.
 
“I believe INZ Dental is at present the only supplier of fully integrated dental chairs in Australia that features built-in suction and compressor.”
 
“With this chair, under-floor plumbing is not necessary which represents some savings in terms of build cost.”
 
Pleased with his purchase, Dr Morris is impressed by the “great chair ergonomics and operator comfort”, while surprised by the small footprint, being “only slightly larger than a “traditional chair””.
 
The periodontist is just as complimentary about his buyer’s experience:
 
“(INZ Dental) is a very attentive and responsive company. Their after-sales support is excellent and they offer honest advice. The price of the chair is VERY (emphasis Dr Morris’) competitive. The installation was fast with minimal delays. The chair looks great and was well installed.
 
“I like to support emerging businesses to ensure that there is competition in Australia. Both Borys and Nadiya (owners of INZ Dental) are fantastic to work with.”
 
As well as great support, he reiterates the main feature that makes the Gallant Autonome the ideal chair:
 
“I believe the chair can fit a normal size dental clinic very easily. The fully integrated system, along with all the equipment, is compatible with Australian connections.”
 

“They are always there for you... It’s just like they are a part of your business”. If that sounds like corporate insurance ad copy from a bygone era, it’s not. It’s the genuine appraisal of a satisfied customer who whole-heartedly endorses his equipment supplier (Ampac Dental) and technical support team.
 
By Danny Chan
 
More than 20 years spent in private and public practice has sharpened Dr Mahmoud Bacher’s acumen in shopping for new dental chairs. The dentist’s purview of various brands and models gleaned from personal experience as well as exposure to informal peer reviews, coupled with a keen eye for design aesthetics as a hobbyist painter, makes him an astute – and he admits, demanding – dental chair buyer. The Principal Dentist of AZ Family Dental has also dealt with enough equipment supply companies in his career to know how elusive the good ones are.   
 
Some negative past experience with dud product choices and lousy after-sales service also makes Dr Bacher more appreciative whenever he comes across a reliable equipment seller or dental hardware that delivers as promised. That has certainly been his experience with Ampac Dental – the NSW-based dental reseller that eventually became his one-stop equipment destination.
 
When he stopped by Ampac Dental’s showroom in April, it was supposed to be one of many visits to compare available chair makes as part of his exhaustive pre-purchase research. There initially to test the Swident Partner chair, a European model that he has heard excellent first-hand reviews about, Dr Bacher ended up fitting out his entire Parramatta clinic with Ampac Dental’s equipment range, including: Suction (Dmega); compressor (Nardi); autoclave (Melag); x-ray unit (Trident); and ultrasonic cleaner (L&R).
 
While the chair’s classic Swiss design, luxurious upholstery and simplicity were pleasing attributes, Dr Bacher says that it was Ampac Dental’s genuine customer service that sealed the deal.
 
“From the moment I stepped into the showroom, (Ampac Dental’s equipment specialists Moe and Elizabeth) made me feel very welcomed and looked after.”
 
“Although I was quite the demanding customer, they were utterly professional and patiently answered all my questions. Their product knowledge is extensive and that is important for any serious buyer who is familiar with the product category and has specific questions to ask.”
 
Four months after the purchase, Dr Bacher is happy to report that the positive experience did not terminate at the cash register. As per research, the dental chair and the rest of the equipment have been performing impressively even under constant stress, delivering all the operator/patient ergonomic comfort and functional attributes that he could have hoped for. The after-sales experience was just as good, if not better.
 
“No matter how good a product is, you are bound to encounter some issues. It’s great to have helpful and knowledgeable equipment specialists to turn to when you do,” Dr Bacher says of Ampac Dental’s responsiveness.
 
 
The tech support equation isn’t complete without including the supplier’s outsourced technical team – that installed all the equipment at AZ Family Dental. “It was like a giant puzzle with so many intricate parts but the installation team was so efficient, they made it look simple.”
 
One of Ampac Dental’s trusted technical crew in the Sydney area, LR Dental comprises Louis Rouessart and Louis Rouessart Jr, the father-and-son team that has earned several noteworthy mentions in this magazine. Dr Bacher manages to raise the bar with the most effusive thus far: “If you haven’t dealt with them, you are really missing out.”
 
Having encountered his fair share of irresponsible equipment installations, Dr Bacher cannot be happier with LR Dental’s work rate and ethics:
 
“Most technical guys come in, install an equipment and that’s it. With (LR Dental), they won’t leave until they make sure that everything is functioning properly.”
 
Dr Bacher is still impressed that on one occasion, Louis Rouessart Jr had responded to his call at 11pm, then promptly came onsite to assist the in-house IT guy. “He didn’t have to but that’s the kind of commitment level I’m talking about,” he adds gratefully. “It’s just like they are a part of your business.”
 
The clinician experiences the same genuine concern from Moe and Elizabeth every time he reaches out with an issue – even though he knows that they are very busy people.
 
“I’ve had several bad experiences when it’s hard to locate the supplier or when the technician promised to come but never showed up or came very late... all these things impact your business negatively.”
 
“With Ampac Dental, it’s quite the opposite. They are always there for you.”
 
 
 
 
 

​Dr Peter Waltham wants to promote dental volunteerism as something achievable yet meaningful
 
By Danny Chan
 
Heartened by the heroism of firefighters on the frontline of devastating bushfires, you would no doubt have reserved special praise for the volunteers, who responded to the crisis completely of their own volition.
 
The same selfless quality is reflected in dentists and dental auxiliaries who regularly give of their time, energy and finances to help improve the dental health of fellow Australians with limited or no dental care access. However, instead of elusive figures, it is far more instructive to see volunteers as everyday individuals with whom we can readily identify – and easily emulate.
 
That encapsulates Dr Peter Waltham’s measured call for new volunteers. According to the Director of Victorian branch of the Australian Dental Health Foundation, dental volunteerism simply boils down to going where the needs are, although he stresses that there are many.
 
Despite his esteemed designation, Dr Peter Waltham is at heart a dental volunteer. Peter got his first taste of dental volunteerism though the Australia-Vietnam Dental Health project in 2009. On his return from Vietnam, he searched for similar programs within local communities that led to involvement with the ADHF. Approached during his first year at the Foundation to take on the role of Victorian state chair, he was initially hesitant due to inexperience and the amount of administrative duties involved.  
 
Before saying “yes”, Dr Waltham had one pre-condition: “My appointment has to make a significant and positive contribution to the Foundation.”
 
The Melbourne dentist made good on his assertion by rallying fellow compatriots to join as ADHF volunteers, at a time there were few. The Victorian branch experienced a steady rise in volunteer numbers over the last decade, spurring Dr Waltham on to bigger goals in the new one.
 
As part of ADHF’s broad agenda to coordinate the delivery of pro bono basic dental treatment to socially disadvantaged members of the community, Peter has been working hard to champion the Foundation’s Volunteer Programs:

• Dental Rescue Days

 
“Dentist/s and their staff provide dental care to a group of patients within their own practice for a full or half day. Patients are referred by local charities and not-for-profit organizations.”

• Adopt a Patient

 
“One patient in need of more complex dental care is paired with a volunteer dentist and the practice ‘adopts’ the patient over a few appointments to complete a course of pro bono treatment. If lab services are required, the ADHF has the support of Southern Cross Dental for items such as crowns, bridgework, dentures, splints and retainers.”

• Rebuilding Smiles®

 
“This program focuses on the provision of dental services to people who have experienced domestic and family violence and who are referred by domestic violence support agencies.”
 
Asked for some of the most pressing needs within ADHF (Vic) at the moment, Dr Waltham signals a lack of comprehensive treatment including restorations, endodontic treatment, extractions and dentures. Of particular urgency is a need for assistance in the area of dentures and partial dentures.
 
“The Foundation enjoys some support from dental labs and prosthetists around Australia, however we have identified a gap in Victoria and we would welcome any support that can be provided to assist our clients, whether as a one-off or on a more regular basis,” he adds.
 
Illustrating the plight of underprivileged Australians, Peter relates the account of an ADHF patient who was referred to a volunteer practice, where he received free consultation along with multiple extractions.
 
Although entitled to priority access to the public system in Victoria, it would have taken months to get a general consultation at his local clinic and a much longer waiting time for dentures. Partially cared for, the edentulous patient still has great difficulty eating due to a lack of pro bono denture services. 
 
“There are numerous ADHF (Vic) patients, such as this gentleman, in and around Melbourne who require dentures and we are facing significant delays in providing opportunities for them to get this assistance.”
 
After 10 years participating in dental volunteerism, in both leadership and clinical capacity, Peter hasn’t lost sight of the simple need-based calling, the same one he extends to fellow dental colleagues. Once again, demystifying volunteerism as an arduous undertaking, he encourages:
 
“It takes very little of your time to engage with volunteering, and it can make a huge difference to underprivileged people. Volunteering also gives back to the dentist and the whole dental team in a way that I can only describe as a “feel good” thing, to know that you are helping fellow Australians in need.”

How do you preserve the stately charms of a bygone era while rejuvenating the look and feel of a modern practice? That was the challenge that Levitch Design Australia (LDA) faced in the revamp of Alcaston Dental Care.
 
By Danny Chan
 
Nestled within a heritage-listed property on 2 Collins Street, one of Melbourne CBD’s main arteries, the clinic is surrounded by 1930s architecture that holds historical significance to the State of Victoria. Dr Gitika Sanghvi, Owner and Principal Dentist of Alcaston Dental Care, wanted to preserve the period character within her own practice design while refreshing the staid interiors.
 
The dentist started working at ADC in 2014 when she bought into the practice as an associate. Having bought the rest of the practice in 2018, Dr Sanghvi felt a physical facelift was overdue last year. She picked LDA, a healthcare fitout specialist, based on good word of mouth and positive vibes following initial face meetings.
 
“We needed a revamp as the practice hadn’t really been renovated much in the past. I wanted to keep the warm, welcoming feel of our practice as well as highlight the period and art deco features. Many of our patients have been coming to this practice for a very long time, so it was important for the practice to still have the same welcoming feel as before.”
 
“I was a little worried that after the refurbishment, the practice might feel too clinical and impersonal.  In terms of clinical workflow, I really wanted the steri to be a self-contained space. I also wanted to future proof the clinic so that I had options to add more tech in the long term.” 
 
In summary, the goal was to create a space where the old meets the new in a tasteful and welcoming environment – without compromising on practical function, patient comfort or that sense of familiarity.
 
Looking at the interiors, it’s not hard to appreciate how Levitch Design Australia has seamlessly integrated all these elements. The revamped 100-sqm space is an exquisitely presented clinic in which millennial hipsters and art deco lovers can happily co-exist.
 
The warmth and familiarity of the beloved family practice is lovingly preserved, along with tasteful reminders of the building’s rich tradition and heritage. The contemporary feel is brought out by the minimalist decor, bright airy spaces and snazzy equipment – such as the slim flip-out overhead screens inside the surgeries. The elemental balance of tradition and modernity is evident throughout the clinic.
 
In one of the surgeries, an old fireplace has been closed up and repurposed into an elegant mantelpiece that blends flawlessly with the bespoke cabinetry. Its classical look offers a unique twist to a room geared and wired for clinical expedience. Over at the waiting room, a large format photograph of gleaming skyscrapers is juxtaposed with old-glam furnishings – blue velvety chairs with gold-coloured legs and gold-framed glass displays.
 
With the help of an Instagram picture, Dr Sanghvi had showed the Levitch designers a particular shade of blue that she wanted for the cabinets. What resulted from that input is probably the most prominent facet of the entire design.
 
Indeed, one of the first things you’ll notice are these dark navy blue cabinets with shiny rounded gold handles. Paired with glossy white counter tops, the fetching hues and quaint design of the cabinets evoke a timeless quality without that chintzy look. They effectively break the monotony of the white walls and furnishings with subdued yet posh elegance.
 
The overall environment is cosy and tranquil owing to a blend of natural light and warm down-lights. Thanks to character-filled cabinets and a grand reception counter that harks back to a glitzier time, the clinic possesses a somewhat offbeat personality that works a treat for jaded eyes.
 
“We are just really happy with the complete outcome. Personally, I am in love with the colours and lighting that we have in our practice,” Dr Sanghvi gushes. “The lighting features have added something different and the handles on our cabinets are amazing. (LDA) really stuck to the period of the building and made sure that everything tied in.”
 
In terms of patient and operator comfort, the dentist reports equally positive feedback:
 
“Our patients love the space and always comment on how beautiful and relaxing it feels. Our staff love the amount of storage we’ve managed to fit into the practice, and the size of our sterilisation room now. Brooke is super happy with her new desk at reception and how much space she has to work in now.”
 
The general practitioner has full praise for the Levitch team that made the transformation possible while highlighting several key personnel: Interior Designer Kay; Project Manager Carl; Project Consultant Ben; Project Manager Michael; and even the tradespeople who were “really lovely and accommodating to our requests”.
 
“Everyone tried their best to make sure that we were functional as soon as possible. They were good about completing details before and after business hours so not as to disturb us and our patients,” Dr Sanghvi enthuses.
 
“Speed and turnaround was good – they did as much as they could to fit into our timeline. Cost wise, it ended up costing as much as I thought it would.”
 
Reiterating the importance of maintaining a familiar atmosphere to which the clinic’s loyal patients would feel belonged, the dentist is pleased with the way the designers kept her clued in throughout the process – updating her with images and colour samples so that there were no surprises. The same level of efficiency and work ethic, she attests, was also evident throughout the construction process. The grateful dentist takes the opportunity to individually acknowledge the Levitch team members:
 
“Thank you to Ben, Carl, Kay, Michael and the team at Levitch.”

Passionate about identifying and treating the root causes of dental problems that often extend beyond the oral cavity, Dr Joseph Da Cruz has the ideal cone-beam unit for the job.
 
By Danny Chan
 
From addressing headaches and migraines to TMJ pain to obstructive sleep apnoea, the dentist developed his own methodology and Mandibular Advancement Device (MAD) to treat a multitude of health problems – some of which are cases that he says have commonly been misdiagnosed or areas where dentists have trouble understanding the full extent of.  
 
He is Founder and Principal Dentist of Wholistic Dentistry, a Queanbeyan practice which philosophy is predicated on the view that “the current perception of the dental field, viewed both by medical physicians and the broader community, is narrow and does not reflect the true capacity that dentistry can offer patients.”
 
Dr Da Cruz believes that dentists have much to offer in the diagnosis and treatment of fundamental structural issues in the human body that affect the nervous system and the rest of the body. He is currently involved in non-invasive dental treatment, focusing on interrelated conditions of malocclusion, TMD and sleep disordered breathing using functional appliance therapy. His work is facilitated through use of the Splint, Orthopaedic, Myofunctional dental Appliance (SOMA).
 
Based on occusion signalling as well as growth and development patterns, the appliance was created to correct issues pertaining to translation of the lower jaw. Central to the clinician’s treatment philosophy is the need to calm the nervous system and relax muscles. SOMA as well as the integrated, single-phase treatment approach – developed in collaboration with Dr John Diamond – is unique to Dr Da Cruz’s work.
 
As someone who frequently operates outside the purview of general dentistry, the holistic dentist adopts cutting edge technology to help stay ahead of the curve. The tech savvy dentist owns a fully equipped in-house lab powered by Sirona Cerec McX5, in addition to the KaVo Key Laser 3, Seiler Revelation Dental Microscope, MyRay cone-beam flatbed unit and ICAT cone-bean x-ray that he has been using for over 13 years.
 
The latest addition to his diagnostic toolbox is the Green 21, Vatech’s top-end cone-beam innovation that he purchased in 2018. Dr Da Cruz says the unit’s top-notch image clarity and large FOV makes it one of few CBCTs out there that can rise to his exacting diagnostic demands.
 
“You need a large FOV that allows you to see more of the neck, which is important in my field. The issue is not necessary the airway or sleep apnoea but it could be a neck issue, TMJ or a big tongue so it helps to see all of it in crisp detail.”  
 
The Green 21 offers a wide range of selectable FOV that helps to limit patient radiation exposure, and allows users to capture only the region of interest. Users can select between 21x19, 17x15, 17x11, 12x9, and 8x8 fields of view. The large 21x19 FOV is designed for complete diagnostic imaging, covering the airway as well as ENT regions.
 
For his type of work, Dr Da Cruz says the image quality of a cone-beam machine is non-negotiable. One of the reasons he picked the Vatech x-ray unit has to do with the Korean company’s superior optical sensors, which is constructed from in-house components – all the way from CMOS design to viewer software. The Green 21 utilizes a proprietary 49.5 um high-resolution x-ray sensor, which makes it one of the finest pixel and highest resolution CBCTs available on the market today.
 
Dr Da Cruz relates how in just one year of using the Green 21, the machine already helped with the early detection of a patient’s tumour. “From the clear image, I could detect that she had bone loss which led to further investigation and discovering the tumour.”
 
“It’s so gratifying to know that you’ve made a difference to someone’s life, especially in this case because she went on to have twins,” he beams, “plus this was a peculiar jaw problem with potential for misdiagnosis.”  
 
Besides top-notch sensors, the dentist attributes Green 21’s high resolution images to the ease with which patients are positioned with minimal movement during capture – thanks to a sturdy and patient-friendly chin-holder – and 64-bit image processing capability. The latter feature greatly improves anti-aliasing and scaling with far more accurate rendition, as compared to 32-bit images. Having invested in six new computers that can support this advanced imaging feature, Dr Da Cruz says the financial outlay was well worth the returns: “It literally pays for itself.”
 
One of the key features of the multi-modality CBCT is its ability to automatically generate up to six images – Panorama, PA Ceph, Lateral Ceph, SMV Ceph, and Waters' View Ceph – in one scan. With a few simple clicks, the system can capture images for craniofacial, maxillofacial, and orthodontic treatment planning.
 
“Not only does the (Green 21) help you to formulate treatment plans more accurately, it practically sets up the conversation with your patient.”
 
“When patients cannot visualise the treatment plan, you need to do it for them. The quality of the images therefore becomes an integral facet of this conversation.”
 
It also helps to have an in-house unit when attending to overseas or interstate patients that simply do not have the time to shuttle between the practice and an imaging centre. The convenience factor is a major plus for Wholistic Dentistry’s visiting implant surgeon, who can access the x-rays on the spot and make decisions on the fly.
 
The Green 21’s volumetric analysis and measurement tools are indispensible for documentation and making accurate comparisons over time, whether for showing patients or teaching other dentists. A powerful tool for airway volume analysis, the Green 21 features the 2-click airway region selection; automatic airway volume measurement; as well as simultaneous analysis for both TMJ. 
 
“The type of research and clinical work that I do is rather new. Proper case documentation is very important for establishing the feasibility and success rates of my treatments, some of which are presented as case studies in my lectures.”
 
“The Green 21 is essential for advancing evidence-based dentistry in my practice as a remarkable teaching and communication tool.”
 
Dr Da Cruz’s success dealing with complex cases – some of which were referred to him after having received little or no help elsewhere – has attracted interest from the orthodontic and broader dental communities in Australia, India, China and the US, where he recently held a two-day speaking seminar with progressive orthodontist Dr Barry Raphael in New Jersey.
 
“Beyond surgical treatments, dentists can provide treatment for conditions previously thought unconnected to dentistry – as my work in the last 43 years would testify. I’ve been treating my practice like a research lab over the years accumulating a string of success stories showing positive results from repeatable treatment modalities.”
 
Happy with his purchase decision and Vatech’s customer support, he adds:
 
“Whether to investigate the airway, neck, jaw or teeth, I want the best quality x-ray machine that provides long-term comparative metrics for my work now and into the future.”
 
“The Green 21 has been – and will be – that machine for me.”
 
 
 

SDI embraces broad-ranging reforms while staying committed to local manufacturing
 
By Danny Chan
 
There comes a time in the life of every company the need to reinvigorate and refocus its business for the future. This applies to even the most successful companies from Netflix to Amazon to Apple, all of which have famously undergone major transformations to keep up with technology, customer trends and market changes.
 
In the dental orbit, change is afoot for one of our industry’s most celebrated companies: Australia’s very own SDI is in the midst of a big transition. If you have been paying attention, you would already have noticed significant changes made to its product images, brochure design and packaging – right down to logo design. They stem from a total rebranding exercise that extends from SDI’s corporate look and feel through to all of the company’s major product lines and marketing collateral.
 
More than a cosmetic makeover, Adrian Atyimas, SDI’s Sales Manager for Australia and New Zealand, says the company is implementing ongoing and broad changes across the business spectrum: 
“SDI is committed to continuous improvement and optimising outcomes and has identified several opportunities across the business to achieve these goals; from changing reporting structures and streamlining production processes to creating new roles and functional teams, recruiting new talent and harnessing and upskilling the talent that lies within.”

“As a global business we are implementing technology to standardise information sharing and processes to enable us to simplify communication and logistics within and external to our business. We are bolstering the foundations of our business in order that we achieve our short, medium- and long-term vision: Pioneering and driving the science of dentistry.”

It is not an exaggeration to claim SDI as one of the most beloved homegrown companies in the region; its evergreen product lines always find a ready and appreciative audience in Australian dentists. To the Aussie dental community, SDI will always be the company that gave us such familiar brands like Pola and Riva. Even as these products continue to thrive at home, we forget that they are also well received overseas. Until, of course, we are reminded that 90% of SDI’s indigenous production is exported and sold into 110 countries.

The Pola professional teeth whitening range, for example, continues to lead both here in Australia and across several global markets, most notably the UK. Adrian adds that Pola’s Australian marketing gained considerable traction from cross-platform exposure this year:

“Our partnership with the Miss Universe Australia pageant has enabled us to market the Pola brand through social media channels to combat ineffective, poor quality and misleading OTC products, whilst educating the importance of visiting the dentist for a professional whitening result,” Adrian says.

Meanwhile, the Riva range of GIC’s continues to grow with Riva Light Cure, which he adds, is “a real standout in innovation providing clinical, economic and processing benefits underpinned by several unique features.”

Referring to their composite range as “the sleeping giant of (SDI’s product) categories”, Adrian highlights two aesthetic lines: Aura, the simplified high-end range; and Luna, the company’s universal vita shaded range.

“Both these lines have a growing clinical following both across Australia and New Zealand and across other key global markets.”

Of course, the biggest question regarding SDI’s ongoing reforms is whether they will impact Australian dentists and if customers can expect new offerings?

Adrian began his response by emphasising the company’s proud Australian roots – backed by their insistence to locate an R&D base in Melbourne.

“We have a world class, highly trained and educated team of scientists that are continuously working on our pipeline of new products.”

Beyond R&D, Adrian believes that being a local manufacturer actually delivers “tangible benefits” to Australian customers:

“We can provide products with the longest possible shelf life and minimise backorders. Without expensive import costs, we are able to pass on the savings directly to our customers to provide exceptional value across our range of manufactured products.”

The local advantage also applies in the arena of continuing education, where SDI harnesses its global network of clinical educators to host regional education and product training courses, featuring the likes of Professor Laurence Walsh, Dr Marcelo Alves, Dr Andrew Brostek, Professor Edward Lynch and most recently Dr Linda Greenwall.

“Our aim is to provide education and training supported by the latest clinical science whilst providing new techniques and clinical protocols to overcome clinical challenges and improve and optimise clinical outcomes.”

As for new product rollouts, he effuses: “We are currently launching our latest flowable composite Aura Easyflow to complement our Aura restorative composite range. The range offers easy shade matching, strong mechanical properties and high visibility on radiographs.”

“We are also launching Zipbond, our new Universal Adhesive, that offers protection against clinical variability by providing consistent bond strengths across all dentine and enamel bonding techniques.”

Not forgetting the company’s better-known product lines, other upcoming releases include categories like Glass Ionomer Cements (Riva), teeth whitening (Pola) and small equipment.

“However, these new innovations remain ‘top secret’ at the moment. Suffice to say, we will have some exciting new products to announce over the coming years.”

Circling back to SDI’s proud “Australian Made” stance in light of its ongoing transition, we ask whether it’s strategically viable to continue making products locally. Despite wide-ranging challenges facing Australian manufacturing, the answer remains emphatically positive:

“We absolutely pride ourselves in being Australian Made and to clarify, we manufacture our products on-site in Bayswater Victoria from the raw ingredients right through to product dosing and packaging,” Adrian attests.

“We remain viable for several reasons: We are a learning organisation that embraces continuous improvement; we continue to innovate our product offering; and we are able to produce high quality products that are able to and continue to be globally competitive. As a further insight we actually manufacture for overseas companies under their own brands.”

When I interviewed SDI’s CEO Samantha Cheetham in 2016 – two years after she assumed the mantle from her dad and SDI Founder, Jeffery Cheetham – she briefly mentioned that her team would be preparing SDI for “the next level of growth” but couldn’t reveal too much at the time.
 
Fast forward to present: With SDI’s transition in full swing, Adrian sheds light on the broad impetus:
“In such a global marketplace with disruptive technologies and changing business models, companies need to be always looking ahead to the next change in order to remain relevant to all stakeholders,” he explains.
“Any company that wants to remain relevant in the current global business environment must review its strategic direction on a regular basis.”

These future-oriented improvements, the ANZ Sales Manager insists, will by no means alienate SDI’s entrenched customer base:

“Whilst we have changed our Vision and Mission statements, we have not moved away from the founding principles that have guided our great company to where we are as a global manufacturer of high quality dental products.”
“If anything, we have simply better articulated our vision: Pioneering the science of dentistry and our mission; to innovate dentistry for better health.”
 

Impression Healthcare Limited introduces Seazona – an online portal for ordering custom-fitted oral devices. 
​
By Danny Chan
 
Offering custom-fitted oral devices at your dental practice can add tremendous value to the service menu. At the same time, it can also become a headache if:

1. The ordering process is cumbersome;
2. Communication with the lab technicians isn’t smooth or
3. Product quality is erratic due to poor oversight or dubious quality control.

 
Those apprehensions may be down to the fact that most dental labs specialising in crown and bridge prosthetics only ‘dabble’ in the delivery of specialty oral devices. For their oral device orders, some labs operate more like courier services, dispatching cases to and collecting them from an overseas facility, with the more responsible ones adding a cursory checkpoint before the case returns to the dentist.
 
For practices that prefer teaming up with labs that solely focus on oral devices, then an outfit like Impression Healthcare Limited certainly fits the bill. IHL is a Victoria-based company that specialises in the delivery of some of the most popular custom-made oral device products on the market, including: Sports Mouthguards; Night Guards for Teeth Grinders; Teeth Whitening Trays; and Mandibular Advancement Splints and Devices.
 
And if their product specialisation isn’t enough to put your mind at ease, the fact that IHL is a fully Australian owned and run lab that only delivers locally made wares might. As an added measure of trust and stability, the ASX-listed company consistently sets the bar for price competitiveness and fast turnarounds.
 
IHL’s continuing efforts to build on top of its esteemed reputation, says George Leighton, Group Marketing Manager, Impression Healthcare Limited, keep it responsive to changing production and customer trends.
 
“Our systems and processes are under constant scrutiny, enhancement and improvement to ensure the highest quality product is produced for all our customers with both overall unit cost and production timeline in mind.”
 
“We understand that production timeline is an important factor for dentists and thus running a fully staffed Australian-based lab ensures both efficiency and security for dentists across Australia. We use Australian lab technicians and products are made here in our Melbourne Lab. This ensures that we are able to quality check throughout several stages of production along while ensuring we are being as efficient as possible.”
 
Insistence on quality materials and timely deliveries, George says, has been the company’s trademark difference. Adding a digital feather to her cap, IHL recently rolled out an online ordering portal to enhance the customer’s buying experience.
 
The new order management software portal system, named Seazona, allows dentists a convenient platform to log on and place orders 24/7. Once signed in, dentists can easily access and manage their customer account: See invoices, check prices, view orders’ progress within the lab (including a due date) and track all shipping data in real-time.
 
Once the impression has been taken or scanned, the dentist only has to order the product through the online portal and the rest is pretty much taken care of. It’s even easier for dentists utilising digital scans: They simply order the desired product and upload the scan – no shipping required. 
 
For all traditional impressions, the customer service team would organise for impression courier pick-up. With Seazona, the dentist can keep tabs on the progress of their order throughout all production stages. The finished product would then be sent back to the dentist and ready for fitting on patient.
 
The Seazona portal is available for ordering IHL’s entire range of popular oral devices. While athletic and sports mouthguards enjoy brisk sales in the lead-up to winter sports season, George says the company’s year-round best sellers are their Night Guards, Occulsal Splints and Mandibular Advancement Splints.
 
One of IHL’s most popular and successful products is the affordable Silensor-sl® anti-snoring device. Manufactured in Melbourne, the product boasts quality-grade material that precisely conforms to teeth and gums for a comfortable fit – the key criteria for a successful patient outcome. According to Impression Healthcare, this popular oral device has “helped over 4 million people stop snoring”.
 
Designed for bruxers to wear during sleep, The Knight Guard is a custom-fit night plate available in a variety of thickness and soft/hard materials so that dentists are better equipped to treat individual symptoms.
 
“Our products are not only comfortable and easy for the end customer to use. With Seazona, we complete the ‘peace of mind’ purchase for dentists by making it simple to place their orders while ensuring a highly customisable solution for their patients along with order and production tracking.”
 
In the rare circumstance that the product does not fit properly, George says dentists can find assurance through their helpline manned by local lab technicians.
“Besides having  your orders processed and delivered faster than if dealing with an overseas supplier, our customer service teams are integral and central throughout the entire process and always on standby to answer your requests in a timely fashion.”
 
If that still doesn’t work – which again, George stresses, is a remote possibility – the company is more than happy to receive another impression from the customer and remake their product at no extra charge.
 
For more information on Impression Healthcare Limited, please call 03 9090 7993 or email to admin@impression.healthcare.