Surgery Setup Academy (SSA) found all the missing pieces to Dr Luke Heazlewood’s start-up puzzle. By Danny Chan “Crossing the river by feeling the stones” is a famous saying by former Chinese leader Deng Xiaoping that illustrates the process of doing something that is unfamiliar or unclear. It aptly describes the set up process that many dentists, taking the plunge to set up their first surgery, have to go through. For Dr Luke Heazlewood, Principal Dentist/Founder at Battery Hill Dental, the proverbial ‘stones’ represented unchartered territories in surgery fit out, finance and equipment selection. “I have never had to fit out or finance a shop before. Those were the grey areas that I needed to wade through,” says the young dentist, relating the difficulties he faced during the initial stages of establishing the community-centred suburban clinic in the Sunshine Coast Region in Queensland. That was before Luke came across Surgery Setup Academy (SSA) – that turned out to be a gem of a discovery, attributed both to his online research and contacts he made throughout the years. Organised by Henry Schein Halas, SSA offers a holistic platform that helps dentists answer all their start-up queries. It covers the entire spectrum of topics throughout each development phase – equipping dentists with the knowledge and contacts to better plan, design, build, equip, finance, market, run and maintain a successful surgery. Luke began attending the SSA events “to gather some more information and find out about the things that (he) wasn’t familiar with”. Available as evening lectures or all-day events, SSA seminars are held 2-3 times a year in all Australian states. “It was a great place to start piecing together the different parts of the start up puzzle. Additionally, it led to some great connections that became very helpful in the whole process.” At first brush, SSA may look like it offers no more than informational sessions when in fact, the real benefits extend well beyond the classroom. SSA brings together dental partners belonging to Henry Schein Halas’ diverse ecosystem. As one of Australia’s leading suppliers of dental equipment, instruments and consumables, HSH boasts an extensive network of specialist firms – each one potentially offering unique expertise and assistance towards your practice set up. The fields represented are exhaustive: Property Lease, Equipment Supply, Legal Advice, Dental Consumables, IT Integration, Software, Technical Installation, Fit Out & Construction, Sterilisation Workflow, Project Management and Business Development, etc. Through SSA, Luke found resourceful HSH personnel that connected him to other field experts, many of whom eventually formed the set-up team behind Battery Hill Dental. Outlining the initial challenges he encountered, Luke recounts: “There were several main considerations and challenges after I figured out what and where I wanted to set up. Firstly, finding a good space in the desired location was essential. This took time; actually, everything takes longer then you assume.” “Secondly, it was extremely important to me to find the right team to work with. This included people for finance, surgery design, legal, and equipment, etc. This took some time as well, but it was truly worth the effort when we found the right people. The next steps became easier to navigate, problems easier to solve, and the process more enjoyable.” Luke readily attributes the speedy, efficient and cost-effective set-up to the team that was assembled through his connections at SSA. One such HSH-recommended contact was Mark McKibbin, from McKibbin Design, a firm that specialises in healthcare, medical and dental practice fitouts. “Mark was easy to work with and he took the time to understand what we wanted to create. He did a great job, and saved us a lot of money. Compared to other quotes we received, McKibbin Design ended up saving us $100-$150k on surgery fit out alone.” Luke credits the pleasant set-up experience to Emma Addy, Equipment Specialist at HSH, who acted as his main point of contact. “She was excellent. Emma knew her product range very well, and her experience of setting up a lot of surgeries really showed. She helped us think through a lot of things, not just equipment, which helped make the whole set up process go as smoothly as possible.” “HSH also provided us with the majority of our equipment and consumables. Emma was a great help with this. She was never pushy which made the process simple; an underrated ability for your first ever set-up. Additionally, HSH had a lot of connections outside of their domain if we ever needed them.” In terms of equipment selection, Luke listed ‘patient comfort’ as the main priority, followed by speed and reliability, saying: “We ended up choosing the Planmeca itouch (dental unit). I wasn't familiar with Planmeca products initially, so was hesitant but it has been incredible. I really enjoyed working with it and other Planmeca products like digital sensors and OPG, which are quick and reliable.” “In terms of suction unit and compressor as well as the steri room equipment, we opted for equipment that are durable and future-proof – allowing for surgery expansion down the road. We've been extremely happy thus far with our choices.” Luke found the one-stop shopping experience at HSH equally satisfying: “As we bought the majority of our equipment from HSH, this gave us access to good discounts on equipment and consumables. In relation to costs, and to our surprise, they were the most cost effective out of the three major companies we were looking at for the particular equipment that we wanted.” “HSH’s service and delivery was excellent. We never had a problem with timing. The team was efficient with install, and there were no delays with equipment (large, small, or consumables).” Asked whether he would recommend the Surgery Setup Academy to others, Luke replies without hesitation: “Absolutely; particularly if you are setting up for the first time, or the first time in a while. It is a great place to learn things you may not have thought about, connect with others who are considering setting up, and start building the right team and connections to make building your practice as simple as possible.” The results of Battery Hill Dental’s successful set-up are best expressed through the feedback Luke gets from his customers: “Every single day, we get great feedback from patients. They love it. A frequent compliment is how comfortable they feel in our surgery – how it feels less clinical and more like a home.” Grateful to the HSH team for their contributions and recommendations – courtesy of the incredible work they do at SSA – Luke says: “The HSH team was exceptional. No company is ever perfect. For a company as large as HSH to work as effectively as they have, we couldn’t have been more pleased.” Just as Henry Schein Halas and SSA provided an ecosystem that helped to meet his set-up needs, Luke has created a space for young dentists across Australia to come together and connect with peers who are on the same journey – through interaction and learning opportunities with some of Australia's best dentists and specialists. Besides upskilling young dentists with new skills and techniques, the Young Dental Conference (YDC, cometoydc.com) also helps members of Australia’s young dental community to overcome their emotional and mental struggles through dialogue and sharing of ideas. “There's a lot more mental illness in the industry than we would care to see. If we can be a part of making life easier in such a foundational time for younger dentists, then we've succeeded with YDC.” Even as SSA provided Luke a knowledge-based and networking platform for practice set-ups, YDC gave him an avenue for peer exchange in a like-minded community: “YDC helped guide me on setting up a practice, refining thoughts on what I truly wanted to achieve through it for the community I found myself in.” “Particularly through connecting with numerous specialists over the years, YDC offers a great resource to learn from the best. We are truly blessed with some incredible specialists and dentists in Australia.” From complete fit out to online training, industry experts join forces to provide end-to-end solution for your surgery’s sterilization needs.
By Danny Chan Infection control and sterilization may not be the first things that come to mind when building a practice. Nonetheless, it is important to note that any mistakes from the outset – whether in terms of steri room design, setting up disinfection control protocols or workflow – can prove to be more costly than initially thought. We have all read media reports of surgeries being forced to close due to insufficient hygiene procedures and failure to comply with minimum standards. It’s easy to conjecture how such incidents could have been prevented with better planning or by installing the right equipment and so on. Yet how far can you vouch for the hygiene standards of your practice prevailing in an audit today? For that matter, do you know what a fully compliant sterilization room is or isn’t? Keeping abreast of changing sterilization regulations may not be as simple as it sounds. Meanwhile, failure to comply can incur hefty penalties. In extreme cases, you may lose your practice licence for good. Instead of guesswork, wouldn’t it be safer to employ a team of industry experts that can align your surgery’s hygiene practices with prevailing safety standards? Henry Schein Halas (HSH) have partnered with Ritespace Steri Solutions (RSS) and Prof. Laurie Walsh to do just that. Newly launched in Australia, Total Steri Solutions provide an all-encompassing service to help secure sterilisation compliance and workflow for your practice. Check your blind spots Total Steri Solutions was birthed out of the observation about the rising incidence rate of Australian surgeries that fail to comply with sterilization standards leading to forced closure and the increased scrutiny by Dental Associations both in Australia and around the world. Led by Henry Schein Halas, discussions with Prof Laurie Walsh and subsequently Ritespace Steri Solutions took place with an aim to develop a unique solution package that addresses all the compliance issues – many of which may be hidden in the dentist’s peripheral vision. There are several pitfalls that make Australian dentists stumble in the area of sterilization compliance, says Andreas Schulz, Total Steri Solutions Lead: “One common blind spot relates to proper storage and documentation – where to store, find, fill in and maintain the correct protocols and procedures. The other one is unexpected staff turnover resulting in constantly having to retrain new personnel on sterilization protocols, while lacking the educational resources or skilled trainers for the task. Unexpected breakdowns due to wrong usage of equipment or protocols can also cause dramatic outcomes.” Perhaps the most common problem stems from a lack of focus, Andreas adds: “Most dental surgeries focus on issues like creating customer satisfaction, great “in chair” experiences and attractive marketing. Those time-consuming activities can distract you from the rather complicated sterilization issues that often get compromised, whether knowingly or otherwise.” What’s in the package Total Steri Solutions effectively draw on industry-leading expertise representing every field of dental sterilization: Disinfection equipment, instruments and consumables supply (HSH); steri room design, build and construction (RSS); as well as sterilization compliance protocols and workflow (Prof. Walsh). Together, these field experts help take the hassle and guesswork out of sterilisation room design, certification and maintenance. “It’s a unique peace-of-mind package that guarantees clients a state-of-the-art, fully certified and audit-ready work environment,” says Total Steri Solutions Lead, Andreas Schulz. Indeed, you would be hard-pressed to simply locate a similar offering on the market – not to mention the end-to-end services that are included in the package. Here is what you can expect from a Total Steri Solutions (TSS) setup:
*Dependent on chosen equipment. App to get you started One of the most unique aspects of the TSS package lies in the use of a purpose built app, which allows the customer to create a bespoke steri room design, in collaboration with the TSS team. The interactive app provides a digital platform upon which experts from the Henry Schein and Ritespace team may design a fully complaint workflow based on your input. Incorporating all the proposed design, equipment and technological elements, an elevation drawing may be created to offer you a pre-visualization of how the space would look like. Based on a unique leasing model, the app can even calculate the estimated monthly fees covering: Rental costs of all the equipment and technology; ordering of consumables (which is done automatically); and accessing online training resources on sterilization compliance and certification. All relevant costs are automatically rolled into a fixed, 100% tax-deductible monthly price – calculated for a period of 5 years. The package is renewable at the end of every 5-year period, upon which the steri room would receive another round of renovations to maintain optimal workflow and compliance. All in a weekend’s work Upon confirmation, it would take approximately 6-8 weeks for all the hardware and services to be shipped onsite. And here is the deal clincher: Complete fit out and installation of the steri room all takes place within a single weekend! By working during the surgery’s closing hours, this exclusive feature is designed to save on exorbitant downtime costs – which even based on conservative estimates is pegged around $15-20K. Responsible for the physical design and build of the steri room, Ritespace is the solutions partner that makes this fast, hassle-free turnaround a reality. Armed with over 40 years of collective experience in dental practice renovations, the team at Ritespace is one of few fit out firms that has a clear understanding of the current standards in infection control and instrument re-processing. “There are some very strict guidelines pertaining to flooring, lighting, plumbing, positions of sinks, electrical standards and the entire workflow. Even our cabinetry designs incorporate elements of infection control,” says Simon Bubear. “With the assistance of Professor Laurie Walsh, our whole steri design concept is built around ensuring complete compliance. Our combined expertise and methodical approach to meeting high sterilization standards certainly allow dentists to feel confident about our fit outs.” A typical fit out includes demolishing an existing steri room before re-installing a brand new state-of-the-art sterilisation room – including equipment, cabinetry, lighting, flooring, ceiling, plumbing, heat extraction, air con filters/outlets, eventual 3-phase output and painting. Depending on your requirements or preference, the equipment range may include: Thermo disinfector, ultrasonic bath, lubrication machine, autoclave, RO system, software, data logger, etc. “Given that we have all trades under one roof here at RiteSpace and dedicated teams of tradesmen that build dental practices every day, we have no problems in guaranteeing complete turnaround in one weekend,” says Simon. Full customization. Full compliance. No compromise. On average, Andreas confirms, TSS is able to work on 8 separate installations throughout Australia on any given weekend. Remarkably, even as each fit out design and layout is fully customizable, every single installation will be fully compliant with current infection control standards and sterilization requirements. This is, after all, the solution’s main selling point. “We work hand in hand with Prof. Laurie Walsh on the correct translation and execution of all involved products, work flow, services and space-related aspects to finalize a solution package that fully complies and addresses current standards and requirements,” Andreas emphasizes. “Total Steri Solutions effectively minimise most factors of risk, human error and training deficiency to offer a proven end-to-end solution to maintain ongoing safety and compliance.” “This has been, from inception, the major selling point of Total Steri Solutions that we make no bones about. For a package that delivers such critical services to the dental profession, TTS is truly unlike any other product on the market today.” It is easy to use “minimalism” as a design principle yet execution often demands a daring vision, follow-through concepts and calculated restrain – as exemplified in this fit out project.
By Danny Chan Located at the ground floor of Jaques on 5 Dyer Street, The Richmond Dentist looks every inch the tenant of a luxury apartment building. The Jaques building sits in the heart of Richmond, an inner city suburb known for its vibrant cafe culture and cult-inspiring football team. As the proud owners of a general practice with a strong focus on cosmetic dentistry, sited just minutes from Melbourne CBD, Dr Fady Tossoun and Mrs Amy Tossoun understand the need for the surgery to befit the urban establishment it is. More importantly, they want the clinic to reflect both the style as well as substance of their brand. The newly built clinic does not disappoint. An illustration of metropolitan chic, the design concept, while big on functionality, doesn’t skimp on aesthetics and comfort. The surgery’s fit out bear testimony to Amy’s penchant for colours, materials and creating a delightful environment for both staff and customers. Teamed with fit out experts at Levitch Design Australia, with a 28-year track record of delivering dental-specific renovations, theirs was a project made in heaven. With the Tossouns toggling between LDA and a family builder, the project did require some back-and-forth negotiations before signing off, but once they did, the dental owners have not looked back on their decision. “Even though Levitch's quote was higher than the other builder’s quote, we decided to engage them as they had a thorough understanding of every aspect of dental practices and the requirements. Further to this, the fact that they were a one-stop-shop for all our needs, from design, material selection, all the way to construction and completion, was very attractive to us being so time-poor,” Amy explains. When it came to design concept or ideas, Fady and Amy shared in common a patient-centric approach: “As a non-dentist, I wanted the practice to feel as non-clinical as possible. I had the vision of patients feeling as though they are in a comfortable lounge room rather than a dental clinic,” says Amy, who is also the practice manager. From a clinician’s perspective, Fady envisioned a “clean and simple” environment in which patients and staff would feel comfortable. In his brief to LDA, the dentist requested for: Ceiling-mounted TV screens; and a consult room outside of the surgery that puts patients at ease when discussing their treatment. The goal was to create a visually articulate environment where beauty, functionality, comfort and efficiency meet at the centre – each playing a supporting and not domineering role. Around the minimalistic core of the design, you would find many well-conceptualised devices that strike a fine balance between design aesthetics and functionality. With calculated restrain, LDA brought to bear Amy’s vision of quiet sophistication that eludes other more elaborate and heavy-handed designs. The subtle design and layout truly shines when viewed as a collective whole, with each neatly partitioned space gently streaming into the next. Unassertive grey-and-whites fill the walls and matching cabinetry. Soft lounging chairs and green pots tucked into corners to maximise floor space. The marble and timber reception counter and opposite-facing feature wall – with inserts for a plasma TV and magazine rack – assume low-key presence in a restful reception area. It is as though all the individual elements have conspired a retreat from the spotlight, preferring to let the minimalist concept weave its magic. LDA’s approach to layout, construction and space allocation is, as always, clinically precise. Upon closer inspection, not a hair of detail is lost on the builders: Quality shelving in airtight spaces; internal recess walls that double as dispensers for consumables; conveniently located refresh bay along the corridor; strategically placed chairs and ceiling-mounted screens; etc. At the other end of the design spectrum, careful deliberation was given to create light and airy spaces in which staff and patients feel right at home. As the customer makes the journey from a charming reception area, down the hotel-like corridor, finally stepping into the spacious surgery room, the experience is simultaneously relaxing and visually engaging. Although the design process took longer than anticipated, actual fit out and construction was completed in slightly less than two months – an amazing feat considering the comprehensive scope of work. Instrumental to the speedy completion were the project’s main contact persons: Ben Barker, who advised on the commercial space and potential floor plan; as well as Site Supervisor, Dale Perkins, who according to the grateful clients, was “very hands on and helpful, even after the project had finished”. According to Amy, LDA rose to the occasion when called upon to tackle unforseen onsite challenges. In a particular instance, where two rooms instead of three, as planned, were plumbed – groundwork necessary to ready the rooms for accepting plumbing fixtures – Ash Pollard, the project manager had to be called in immediately. Although floorboards that were prematurely installed had to be removed, and plumbers slotted in on short notice, the project manager was able to swiftly resolve the issue – no doubt keeping an eye on the building deadline. Events like this showcase the importance of the fit out team’s responsiveness, Amy attests: “I appreciated (LDA’s) communication throughout the project. Whenever I had a query, they would respond quickly.” The clinic’s Practice Manager, who has her own ideas about interior decor, was further impressed by Levitch’s clever use of space and ability to adapt the client’s vision: “Their experience in space use was imperative to our project as our space was not easy to design around. They gave us ideas to fill our dead space with – such as a dry refresh bay, which our patients use regularly. “I was impressed with how they laid out our patient lounge in order to maximise the space and impact upon entry. They listened to all my design ideas and incorporated it into the project.” Fady interjects: “Even though Levitch provided us with their layout expertise, I have to credit most of the design work to Amy. Kudos nonetheless to Levitch for taking her ideas on board and bringing them all to life.” Customer feedback on the fit out has been unanimous: “All our patients love the set up, they feel it accurately reflects our philosophy.” As for their own experience as customers, Amy enthuses: “Our customer experience was great. Even though we had a few hiccups along the way, we could not deny the quality of the end product.” “I absolutely would recommend Levitch's services,” Fady concludes, “I love the surroundings I work in – and that's something that's very important to my team and I.” Riverview Dental gets a wildly imaginative fit out by Levitch Design Australia
By Danny Chan The symbiotic relationship between employee, customers and business success is the recurring theme of many corporate speeches. With the help of Levitch Design Australia (LDA), Dr Stuart Malone recently rebuilt his dental surgery in an inspired effort to transplant this concept into the physical space. He wanted to recreate an ecosystem in which employees would feel supported in every way – so they were better positioned to meet the needs of patients in their care. “Our staff should feel supported at the workplace. That’s why our renovation plans included a fully functional kitchen where meals can be prepared. Uniforms can be laundered onsite with washing machine and dryer in a utility room. We also designated an area where the team can meet in comfortable surrounds and a private lounge area where dentists can study and write patient notes away from the clinical environment.” These were just some of Dr Malone’s main ideas for redeveloping the 40-year-old building that houses Riverview Dental, a family clinic located up in northern Victoria’s Shepparton. The clinician also wanted to blend the surgery into its native bushland surrounds using a combination of natural and modern finishes as inspiration for the renovation. With 3 dentists and 2 hygienists working part time out of 3 rooms, the layout needed to be reconfigured into 5 rooms and allocate more space for waiting room, reception area and sterilization area. The last time the Riverview Dental building was worked on in 2004, the dentist had project managed the interior fit out himself. At the time, the 1976 purpose-built dental facility had never been updated – and not until recently. The former experience proved “too stressful” for Dr Malone, who decided this time to enlist the expertise of Levitch Design Australia. “I wanted a company that was experienced in Dental Surgery design. From the first meeting with Andrew Arnott (LDA’s Project Consultant), I was extremely impressed with the level of detail he had already gone into. He ticked all the boxes, some of which I haven’t even considered.” A major challenge from the outset was, in Dr Malone’s words, “working to keep working” during the construction phase. Eschewing the idea of running the clinic onsite in the midst of the building process – although LDA did propose plausible side-by-side working solutions – Dr Malone decided to move the surgery to a temporary location. After much searching, an old 3-bedroom house was converted into a fully functioning 3-chair surgery in just two weeks by the dentist and the LDA builders. Dr Malone reckoned the cost of $50,000 was a small price to pay for the ability to continue working in a safe and clean environment. Meanwhile, back at the construction site, everything progressed swimmingly. “LDA was very creative with the ideas and design brief they were given. It was a joy to watch the design team being creative during the design meetings. I did not want to interfere with the process as I was most impressed with what they were creating. I felt confident a beautiful building would be built.” The stress-free coordination, ease of communication and quality of work delivered by tradespeople made it a joy for Dr Malone to visit the site every day. “The folks at LDA went out of their way to ease any concerns I had during construction. There was a positive vibe onsite which I believe translated into raising the quality of the building.” Dr Malone remembers the time he overheard Ash Pollard, LDA’s project manager, telling one of the painters how the finished work will be recognised when people walk through the building. “Little things like these all contribute to the eventual success of the project,” the dentist enthuses. He is right. The final results did not disappoint. If not for the eye-catching company logo at the front of the building, existing customers can be forgiven for doing a double take beholding the new facade for the first time. What was once an ordinary looking, single story building had completely transformed into avant-garde architecture. Drawing inspiration from neighbouring bushlands, the slate stack stone and spotted gum timber-panelled cladding is as easy on the eyes as the picturesque nature it borrowed from. Complete with modern finishes, by way of Alucobond and COR-TEN steel frames and panels, the sublime structure is an arresting sight in the busy CBD of Shepparton on Welsford Street. The bushland theme extends indoors in simple yet surprisingly effective ways. Married with earthy toned fixtures and furnishings, evocative images and coloured panels positioned for maximum exposure somehow manage to be tasteful in charm and character. A squarish brown pillar repurposed with three inset magazine racks – in zesty green no less – stands next to a wall covered by a photographic render of the trees that inspired it. On an adjacent wall hang three instagram-style, highly detailed close-ups of tree trunks. Below the portraits sits a long custom-built bench wrapped in matching fabric and leather upholstery. Dual-toned carpet nails the theme with tree-textured motifs as it delineates artificial zones for lounging chairs. All these design ingenuity hails from just the waiting room alone. Inspired touches abound throughout the 230-sqm facility. As requested by Dr Malone, the front desk area looks every inch the lobby of a luxury motel – complete with timber-laminated reception counter, stack stone feature wall, hanging lights and potted plants. In the steri room, recess-hidden red and orange strip lights provide a futuristic glow to accentuate the modern clean room and its hi-tech equipment. The surgery rooms assume a pared-down, minimalistic look with subtle reminders of the flowing theme outside. From the vantage point of the dental chair, patients are treated to natural vistas afforded by well-placed windows and the bushlands beyond. The brightly lit surgery rooms are cleverly apportioned with bespoke cabinetry clinging to available wall space leaving ample walking room. “It now looks like a state-of-the-art building again,” remarks Dr Malone, harking back to the grandiose intent of the original 70s construction. That the concept was fleshed out so exquisitely owes much to excellent teamwork and coordination, he stresses. “LDA has a great team that you can trust to transfer intricate plans on paper to such a high quality and detailed build. It takes a committed team to pull off such a massive undertaking and to deliver it on time and budget as they have.” Reiterating the guiding concept behind the project, Dr Malone concludes his assessment: “This is ultimately a building that supports my staff who in turn support our patients and is reflective of the natural environment which I love.” “The idea of being immersed in nature and surrounded by a great team delivering an exceptional patient experience is something close to my heart. I’m very pleased that the building now reflects that commitment so elegantly!” Thanks to Surgery Setup Academy (SAA), Queensland practice Bonfire Dental got off to a roaring start
By Danny Chan The gateway to a successful dental practice is a well conceptualised, designed and built dental office. Whether you are a young dentist striking out on your own or have plans to relaunch or expand an existing business, setting up a surgery can be an overwhelming experience. Top-of-mind considerations like property lease, fit out and equipment supply are usually enough to occupy all your available time and energy. The trouble is, you may be focusing on these aspects of the set-up at the expense of other nitty gritty – but no less important – ones like legal, ergonomic, workflow, electrical, plumbing, installation, just to name a few. You can be easily blindsided by the enormity of the undertaking such that crucial elements – which may prove too costly to rectify at a later stage – get left out of the equation. Addressing these unspoken challenges, that indeed, many entrepreneurial dentists are struggling with is the Surgery Setup Academy (SSA). Do not let the scholastic term fool you. The Academy is not all theory and little action. In fact, they offer assistance from the ground up, extending throughout the set-up phase and beyond. SAA comprises experts from all the relevant fields, including: Property Lease, Equipment Supply, Legal Advice, Dental Consumables, IT Integration, Software, Technical Installation, Fit Out & Construction, Sterilisation Workflow, Project Management and Business Development, etc. Organised by Henry Schein Halas, the interstate event essentially serves as that missing link in dental tertiary education everyone has been asking for. “In a nutshell, we are providing end-to-end solutions for dentists to fulfil their dreams of operating their own surgery. Offering invaluable expertise and support, in collaboration with a vast network of third party vendors, what we’re really providing is a peace of mind throughout the set up process,” says Andreas Schulz, Lead, Surgery Set Up Academy. “The goal of the seminar is to give each attendee a foundational crash course – including an overview, well-designed roadmap and task list – whether they are setting up or relaunching a surgery. However, it should only be the starting point of an ongoing and consistent exchange of data, knowledge and expertise.” Setting up Bonfire Dental It was Andreas’ late-2016 proposal to the Executive Team at Henry Schein Halas that led to SSA’s formation. Launched early 2017, SSA lectures have since covered all the major cities in Australia with each seminar attracting 20-70 participants. So far, over 250 people have attended the nascent lectures. Among them are Dr Linh Quach and Dr Tran Quach, Co-Founders of Bonfire Dental. The twin sisters run a total wellness healthcare establishment in Queensland that incorporates yoga, chiropractic and dentistry. Being dentists, they focus on Total Body Dentistry using an integrated approach aimed at the overall health of patients. Having just sourced a location for their new dental clinic, they attended the SSA seminar in November just to make sure they were on the right track in the set up process. “We wanted to create a dental clinic that is as efficient, productive and stress-free as possible. We figured to do so required a clear understanding of the operational workflows and systems in a dental practice. The SSA event gave us an overview of the requirements and to-do lists in a concise timeframe,” says Linh. The sisters gave the event a 7.5 out of 10 score – mostly for its comprehensive overview, equipment demonstrations and expert-fielded Q&A session. “Had they included a segment with a dental and medical accountant, it would have been a perfect score. We could have used some information on budgeting for initial dental clinic setup and accounting basics for running a dental clinic.” Thankfully, and as Andreas had mentioned, the SSA event was just the beginning of Bonfire Dental’s close working relationship with the team at Henry Schein Halas. Bona fide experts who walk their talk, the HSH/ SSA team eventually got involved at every stage of setting up the dentist’s office. The dentists had two main contact persons in Andreas – credited as the out-of-box visionary who imparted business wisdom and confidence – and Emma Addy, the Equipment Specialist who guided the entire process: Equipment selection; surgery design and workflow; staff training in sterilization workflow; infection control and equipment maintenance. “Emma believed in our vision of integrated wellness from the get-go and was exceptional to work with every step of the way. As our main liaison contact, she worked tirelessly outside office hours to help troubleshoot issues and basically led us throughout the set up process,” Tran commends. Including Andreas and Emma, the dentists had direct access to a 10-person specialty team. The respective specialists helped to coordinate the project while bridging the information gap between the various trades – for example, construction with electrical and plumbing; IT and software integration with technical installation, etc. “Our builder and his team from Phnx Construction, although highly experienced in the residential sector for their modular designed concrete homes, were taking on their first dental clinic build. HSH worked side by side with them throughout the whole construction process. They were very patient, professional and experienced in all their dealings with our appointed contractors,” Linh continues. “Emma and her technicians conducted onsite visits and coordinated the vital checkpoints along the process to make sure everything was installed correctly and the building stages were double-checked, before the next stage commenced.” To illustrate HSH’s level of involvement, their technical team even provided installation templates to the builder to ensure correct pipes for electrical and water supply were laid according to technical specs of individual dental chair models. Bonfire Dental purchased the bulk of their equipment from HSH, including dental chair, x-ray machine, sterilization equipment, lab equipment, small equipment and consumables. One-stop shopping has its merits, as Tran assesses: “The one thing we all lacked was time. By making all our purchases with HSH, we were able to save not only time but there were also massive cost savings. “HSH also provides ongoing support, reliability in delivery of products and professional troubleshooting with any complications with the equipment and materials. “Apart from cost savings, we knew that the materials were of high quality and the equipment and software HSH put together would integrate and communicate seamlessly.” Describing their overall experience working with HSH, the sisters chorus: “They are world-class professionals and experts in their field. The HSH team goes above expectation to help clients and delivers incredible ongoing support.” What about the SSA event that got the ball rolling? Linh calls it “a great starting point to understand the fundamental stages of building a dental clinic”. “More importantly,” Tran adds, “it allows you to connect with experts that are ready to help you execute and put your dental vision into action.” Surgery Setup Academy evening lecture and day-long events occur 2-3 times a year in all states. For more information or to find out when the next event is being held near you contact Henry Schein Halas on equipment@henryschein.com.au or visit their website www.henryschein.com.au. Fastidious Melbourne dentist provides feedback on specialist fit out company By Danny Chan Three words were used to describe Levitch Design Australia’s contribution to a recent construction project: Streamline, modernize and illuminate. In fact they encapsulate the main goals of the initial brief given to the fit out firm. Judging from the outcome and feedback, the LDA team took the client’s set objectives to heart, notwithstanding expectations were exceeded along the way. A self-confessed “fussy” customer, Dr Fred Karalis wanted to give his existing premise on 31 Dunstan Street in Clayton a total facelift while making sure its original attributes were preserved. The owner of Dunstan Dental & Medical wanted to refresh his clinic’s decor to achieve an understated yet contemporary look and feel. Proposing clean lines and textured surfaces throughout the interiors, Dr Karalis wanted to create a restful environment that exudes modern charm. The decor and ambiance, the dentist maintains, should imbue the ethos of holistic care – an oasis of relaxation and calm. Instead of using dim lights to simulate spa-like conditions, the dentist wanted to make full use of abundant natural light to accentuate the warmth of its surrounds. Learning about Levitch Design Australia from the website, dental publications and other dentists who have used their services, Dr Karalis did a fair share of research prior to engaging the firm’s services. With over 28 years’ experience, LDA is a prominent outfit in the design and construction of healthcare establishments. Their solid reputation for delivering complex projects on time and to exacting demands had preceded them, so the client’s expectations from the outset were pretty high. Dr Karalis was confident that LDA had an experienced design team with a firm grasp of commercial design principles and knowhow to incorporate design elements faultlessly. He believes that LDA’s past works show that they understand “what works for a clinical renovation and the pitfalls to avoid”. Nonetheless, the team still managed to impress the dentist with its professionalism whilst under pressure from the project’s wide-ranging scope of duties, including: Design principles, planning, scheduling, legal and building compliance, etc. “As dentists, we are trained to utilize appropriate specialities to attain the best outcome for our patients’ dental health. It is great to see similar principles undertaken for the design and renovation of our clinic,” Dr Karalis praises. “Not only did the project start and finish on time, LDA’s specialised experience in the healthcare sector was evident throughout the project.” Just as Dr Karalis had envisioned, LDA exploited the qualities of the original 50s-era building. Rooms blessed with natural light – especially the north facing waiting room and south facing clinical areas – were appropriately solar illuminated, thanks to large panelled windows and secondary lights bouncing off white ceilings and bleach oak flooring. The windows at the reception area look out to a nature strip and tree-lined walkway, giving front desk staff and waiting patients a bit of greenery upon which to fix their wandering gaze. Playing off generic milky tones and timber shades, slate grey was chosen as the alternate hue, used sporadically on feature walls, decorative items and cabinet doors. Bright, varying tones of blue – as seen on soft lounging chairs at the waiting area and shiny cuspidor bowl in the surgery – provide just the right accents for each room. Optimised for light and space, each room is cleverly fitted with bespoke fixtures and furnishings that max out the floor space. As can be seen from L-shaped cabinets that are aligned to all available interior walls – in the consultation, surgery and steri rooms – every square inch is accounted for in the layout and design. Again, strategically placed windows beckon the surrounding nature into the rooms, making them seem even more airy and spacious. The result is a modern clinic, with all its technological trimmings, presented in a beautiful and relaxing sun-filled environment. In other words, the clinic has been “streamlined, modernised and illuminated” – exactly what the customer had ordered. “From initial contact through to the design and project management, LDA had been thoroughly professional and reassuring. Mr Ash Pollard (main contact during the construction phase) was excellent to deal with and very patient – having to put up with a fussy client like me,” Dr Karalis deadpans. “The most important cost saving was time – which is getting the project completed so we can move back and continue working. The team’s ability to deal with unforeseen items as well as equipment suppliers was an invaluable asset, especially in view of the tight deadline.” Asked if he would recommend Levitch Design Australia’s services, Dr Karalis replies almost matter-of-factly: “Our staff are proud to work in a modern efficient workplace and patients are impressed with the final result... Absolutely!” Dr Mark Levi discusses his unwavering – and well-deserved – support for Levitch Design Australia.
By Danny Chan We all know how stressful clinic renovations can be. It typically begins with a good amount of research to locate a reliable fitout company. After deciding on one, you have to deal with a barrage of emails, meetings, site visits and phonecalls – even at the initial design and planning stages – before a single brick is laid. If you’re lucky, actual construction promptly rolls out, and – more fingers crossed – ends on schedule with only minor hiccups along the way. Otherwise, the building phase can be fraught with multiple – unforeseen – problems and missed deadlines. For Dr Mark Levi, Owner of Dr Levi’s (previously known as The Smile Shop), the process for his clinic’s renovation was quite different, but in a good way. Last July, Dr Levi decided to move the Sydney CBD practice into an empty 92-sqm unit within the same arcade building as his former premises, the sole location he had been practicing for more than 20 years. Without giving it another thought, he immediately turned to Levitch Design Australia for the fitout – essentially a ground-up design and construction project that includes reworking the ceilings and four walls. Dr Levi’s confidence in the specialist renovator stem from almost 25 years of employing their services for ad hoc renovation works and familiarity with their “professionalism and work rate”. “Just make it look fantastic” Although this would be the first major construction project he is entrusting to the fitout team, Dr Levi did not even consider alternatives or get a second quote. He didn’t even have a budget per se – just a ballpark figure of 300K-500K. The final bill came up to $420K, including all construction work, new equipment and installations. “With Levitch Design, it’s all about quality, quality and quality. We’re talking about a David Jones level of quality and I’ve always been happy with their service,” he enthuses. Despite going in with high expectations, Dr Levi says the results still managed to exceed them. The self-described “challenging customer” says he knew what he wanted but not how to get there. “All I wanted were two dental rooms, a consulting room for patients and a bathroom. My only request was that (Levitch Design) make it look fantastic. And they did!” Dr Levi ascribes Levitch’s performance to their “solutions provider” mentality. This was immediately apparent from the two to three “quick roundtable meetings” during the design and planning stages. “Every subsequent meeting would effectively address problems raised in the previous one, such that no time was wasted. In the end, all the discussion points and ideas came together in the form of an extensive visual presentation with highly detailed schematics.” Exacting groundwork, Dr Levi says, paved the way for a smooth construction phase. Once the stringent time frame of 8 weeks had been confirmed, that was it – no hand wringing requests for extensions or excuses for “unforeseen circumstances”. The effective work rate, Dr Levi avers, had also to do with the attitude and mindset of the fitout team. “Levitch people”, Dr Levi addresses affectionately, “work cohesively as a team and with the client in a calm and unassuming way”. “I know at least 10 people working in Levitch – all on first name basis. I could just ring any of them up and things get done. They are proactive.” Dr Levi praises the team’s unflinching confidence and resolve to get the work done on time. “They never used ‘car-salesman tactics’, didn’t tell lies or get flustered under pressure. They were always patient and transparent with what was going on.” The overriding goal of the fitout was to render the clinic a professional yet comfortable environment that accentuates the practice’s image and branding – as well as the principal dentist’s stellar reputation. Dr Mark Levi is a highly sought after dentist with a special focus on teeth whitening. He claims to have performed more whitening treatments each year than any of his Australian peers. Dr Levi specialises in difficult teeth whitening cases, of which the prime example is “turning blackened front teeth white” – he reckons only five dentists nationwide can provide such dramatic results and welcomes referrals from dentists who come across similar cases. Another area of Dr Levi’s expertise is sleep medicine, which along with teeth whitening, are main topics of his local and international lectures. The energetic practitioner is also a high profile dental commentator regularly featured on Nine Network television programmes as well as guest judge at the Miss Universe Australia competition. Design articulates brand image Commenting on the final outcome, Dr Levi says a more professional statement could not have been made. “From the ergonomical design and layout to clever details that enhance patient and staff comfort; from the avant garde decor to the calm and relaxing environment, the fitout embodies the quality standards and professionalism that our practice stands for – and continues to strive for.” Among the many standout features are the three digital lightboxes that serve not only as practical marketing tools, but strategically add a touch of sophistication to otherwise staid looking walls. Dr Levi says the team cleverly incorporated his idea to keep the clinic’s lights on after closing hours, as a lifesize billboard aimed at the arcade’s late passerby traffic. “They tweaked the ceiling lights and absolutely delivered the effect I wanted. The lighting generates a beautiful aura of the clinic at night.” In terms of space utilisation, he effuses: “(Levitch’s interior design team) so cleverly used up every nook and cranny of available space that I literally went from thinking I have limited storage space to having more than I could have ever imagined.” Happiest dentist in town Levitch’s vast experience with dental fitouts meant they understood not just the client’s mindset but the patient’s as well. For example, Dr Levi’s initial misgivings that an enormous floral artwork at the entrance could be better utilised as a display shelf for marketing collaterals, had been logically countered by the interior designer. The rationalisation given that tasteful artwork helps to illuminate the practice’s propensity for beauty and artistry was a sound one, Dr Levi readily acknowledges – especially for a cosmetically-driven practice like his. “All in all, they must be doing something right”, the Sydney dentist quips, pointing to overwhemingly positive feedback to the clinic’s new look and feel. “In all my 30 years as a private practitioner, I have never seen more positive patient response to a dental clinic environment than the feedback I have received for this one.” Concluding that the money is well invested, Dr Levi explains: “The renovation is critically important as it tells the world the sort of dentistry you want to do and the sort of dentist you want to be.” Calling himself the “happiest dentist in town”, Dr Levi believes the fitout articulates his practice’s message right down to the letter: “What more can I ask for?” This article first appeared in Australasian Dentist NT practice gives Fairway Dental a perfect score for their excellent customer service and equipment selection.
By Danny Chan One of the most stressful periods of your dental career could well be the interim between making the decision to set up a new practice and the clinics opening day. From location scouting to property inspections; budget planning to loan applications; equipment shopping to onsite installations; layout and design, to final fitout... the mental checklists alone can take a toll on your entrepreneurial zeal. Any help you get to streamline the process is therefore welcomed, and can free up precious time and energy to focus on other important tasks at hand. For principal dentist Dr Wei Ling McMillan and her life-business partner, Paul McMillan, help came in the form of a one-stop equipment supplier. Fairway Dental is a 100% Australian-owned operation that provides equipment and consumables. Although based in Victoria, the supplier’s Australia-wide services had so impressed a friend of the McMillans that they decided to use the company for their own venture based in the Northern Territory. Besides a glowing recommendation, Paul and Wei Ling saw the value of dealing with the one-stop shop. Paul stresses: “Dealing with one supplier who has already done the homework in stocking top tier equipment makes the process a lot easier. The other advantage is of course getting better discounts on bulk purchases.” Fairway Dental proved a reliable supplier in the setting up of YourSmileDental, a family-owned and managed practice located in the heart of Palmerston, NT. Backed by 20 years of clinical experience, Wei Ling says her main focus is helping people get their smile and confidence back. This can be anything from relieving a patient from discomfort to fixing a small front tooth chip or providing a smile makeover. Having lived in Darwin cumulatively for nearly 37 years, the McMillans take pride in their close relationship with the local community, and taking the time to understand the diverse lifestyle and dental needs. “We met numerous people of many different cultures and backgrounds with vastly varying needs. It’s the same everywhere: People want to genuinely feel cared for and valued. That’s why we believe in our tagline: “it’s never too late for your perfect smile” – and why we named our practice YourSmileDental,” the general practitioner enthuses. Being relational folks, the McMillans were naturally drawn to the personable working style of Kris Hazeldene, Fairway Dental’s National Sales Director. Mr McMillan adds: “A former colleague, who set up his own practice a year prior, highly recommended Fairway Dental to us. As we got to know Kris better, who is our main contact person, and also David (Faul), we agree that their customer service is outstanding and their equipment of high quality,” Paul adds. No stranger to the service industry, Paul (YourSmileDental’s Practice Manager/Owner) is a second-generation Hotelier, who is passionate about working with people, in pursuit and provision of superior customer service. Finding synergistic qualities in David and Kris, Paul rates their services highly: “Both David and Kris came on site to make sure installation went smoothly. Mind you, they had to carry out installation work during our monsoon season – with 35C & high 90% humidity and no air-conditioning commissioned at that stage. “Despite the harsh conditions and complexity of installation, it was amazing seeing the team’s dedication and work ethics in action. You could tell it was tough work seeing them going through 20L of water – and still sweat-soaked at the days end.” However, Fairway’s professional service shouldn’t detract from the quality of their equipment selection. The bulk of YourSmileDentals hardware were purchased and installed by Fairway Dental, including: Four dental chairs, compressors, suctions, X-rays, 3D OPG, digital sensors, Salli saddle seats, hand instruments, sterilizers, ultrasonic cleaner, soft tissue laser, handpieces, lab equipment and others. The McMillans were given a buyback offer that allows them future upgrade of their economical Anle chairs to the premium XO range of treatment units. They reserve the right to swap in their chairs and receive 60 per cent buyback value to offset the price of the new European model. “We are very interested in the top-of-the-range XO chairs. With the high initial costs of setting up a new practice, we were not in a position to purchase the XO at the onset. The buyback deal gives us the opportunity to upgrade our existing chairs to the XO within the first 2 years of operation without worrying about cost duplication on same purpose equipment.” In terms of performance, Dr McMillan says all the mentioned equipment have been working swimmingly. Her top picks are:
Paul concurs: “For a new practice, the equipment gave our patients the “wow” factor. The operators were extremely happy with the ease of use of all the equipment. “In view of this and the faultless service we have received from Fairway Dental, we heartily recommend them. Personally, we can foresee a long-term professional relationship with them.” Levitch Design Australia brings client’s sketchy ideas to life.
Danny Chan The construction and renovation of a dental facility involves a hands-on approach from various departments including engineering, architectural, interior design, project management and graphic design. Throughout the process, the one thing that keeps the project traveling along a common path is the vision. It acts as glue, without which the myriad ideas and contributions cannot hold together. The vision invariably comes from the client, in consultation with the fitout team. The key to a successful renovation, hence, lies in getting an entire fitout team to internalise, and work according to, the client’s vision. Not as easy as it sounds. In fact, getting it right is often what separates the professionals from the wannabes. Working on Mona Vale Dental’s fitout project, Levitch Design Australia had to harmonise the virtual and building design elements within a multidisciplinary scope of functions. This was a comprehensive makeover project involving image branding and physical construction work. To the client’s pleasant surprise, LDA team members were able to rally around his core vision and produced some amazing results. “The practice environment needed to complement the quality of the team at Mona Vale Dental. My previous premises, although a great space, was not up to this standard. I wanted to achieve a place where patients felt comfortable and welcomed – it should be the type of place that they would recommend to their friends and family,” says Dr Alistair Graham, the principal dentist and owner of Mona Vale Dental, about his initial concept. Dr Graham graduated in dentistry from Bristol University, England, and completed a post-graduate Diploma in Clinical Dentistry (Oral Implants) at Sydney University. After honing his clinical skills in London for 7 years, the affable practitioner moved to Australia in 2004 and started Mona Vale Dental in 2009. Highly qualified and experienced in the field of implant dentistry, Dr Graham is one of a few dentists with the skills and credentials to provide patients with both the surgical and restoring phases of the treatment. Proud of his achievements and those of his team, Dr Graham wanted the practice environment to imbue these attributes while highlighting key areas of patient comfort and customer service. “The practice has an enviable position above street level with light and airy views on two sides. I wanted to maintain that feeling of light and space with a semi-open plan feel to the practice. It should allow open communication through the practice for the team but with sufficient privacy for patients.” Dr Graham also wanted to maintain an open concept that permits eye contact and visual communication between team members, which he reveals, is a unique component of their working style. “Closed doors are not something that I wanted to have in the practice, although private space could be achieved by having a separate consultation room,” he outlines. The Levitch Design Team had to reconfigure the entire layout to create space for: 3 chairs; a recovery room; CBCT; CEREC; and sterilsation equipment. The treatment room needed to be large enough to accommodate the needs of implant surgery. On top of building responsibilities, Levitch Design assumed the task of rebranding the practice. Dr Graham considers LDA’s ability to merge building and construction with branding strategies into a seamless package as the firm’s unique feature. The synergistic results, he says, are palpable: “The new branding DNA flows throughout the marketing strategies and logo design, through the physical design elements into the web design.” “I believe the Levitch team took the rebranding exercise very seriously and regarded the future growth of our practice as much a priority as the fitout itself.” Dr Graham’s last comment speaks volumes of LDA’s consummate work ethic, especially when you consider the dentist’s glowing assessment of the final renovation. “The practice has transformed into a true modern centre of excellence, without feeling like an overtly clinical space. Levitch nailed whatever was presented in the brief.” From subtle aesthetics to bold flourishes, the LDA team certainly knows how to make a statement. Each oil painting carefully curated for style, tone and theme – apparently, pop art with a ‘nature’ twist. Fixtures and furnishings tastefully match with shades of avant-garde and classy neutrals. Glass and PVC panels shimmer under well-placed light sources to generate ‘bokeh’ reflections and muted shadows. With clever use of light and space, the LDA designers made the first floor unit space appear bigger and brighter. What once resembled a dull office cubicle is now a sublime reception area featuring a stylish front desk with rounded corners, around which ample walking space has been wisely created. In step with the client’s vision, large windows and glass partitions ensure that natural light does not get obstructed but fills the open and flowing space. Meanwhile, down and strip lighting creates a soft and soothing ambience, accentuated by warm oakish tones of the laminate floors. The half frosted glass partitions maintain that “semi-open plan” that the dentist had envisioned, which allows for a measure of privacy without blocking the visual cues shared between staff members. In so far as materialising the client’s vision, LDA was right on the money, Dr Graham confirms. He would even go as far as to praise LDA designs for their future-proofing qualities: “What I found most impressive is that they really listened to my vision and were able to incorporate my vision so thoughtfully in the design and layout. The fact that the entire Levitch team understood my singular vision in moving the practice forward means a lot. It seems to me that every member of the team took the vision to heart while working collaboratively.” “In my opinion, they didn’t simply deliver on the deadline. They realised my vision by looking 10 years into the future!” Dr Graham would, without hesitation, recommend LDA’s services. Once again, he qualifies the team’s ability to transform abstract ideas into tangible results. “The time they took to understand what it was that we wanted to achieve meant that they were able to surpass my expectations in the final result – and they have done it perfectly.” |
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