Clayray Dental Radiology is a private imaging center located on 24 Collins Street in Melbourne CBD. From its privileged location on the bustling thoroughfare, CDR continues to build its success on a consistent stream of uncompromising work and its owners’ insistence on personalized service – not only to walk-in customers but also referring dentists. That is the overriding reason, says Julius Chan, Director of Clayray Dental Radiology, the diagnostic specialist enjoys high traffic referrals from a loyal clientele of dental practices right across the metropolitan city.
“Referrers come to us because of the quality of work that we produce, and also because we know their needs inside out, and we make sure that they are well and truly taken care of,” he adds.
“We know what our dentist and specialist clients are looking for. Our CBCT imaging is tailored to their individual needs. For example, we demonstrate the entirety of the root canal, root canal filling, apical lesions and root resorptions, to ensure improved diagnostic accuracy for all endodontic applications. For the orthodontist, we also include 3D volume renders, that are more suitable for demonstrating multiple teeth and their positions within the maxilla.”
Whether for high or low volume work, Julius says, the hands-on customer service remains the same. “Our dentist know us on first name basis. If they need something, we make sure that they get it. We also provide training on how to use the Cone Beam CT software – face to face or over the phone – at no extra costs.”
Although Clayray was established in 1969, the current directors are only in their early 30s. When university pals Julius Chan and Dara Danh took over the downtown establishment from Lyn Spencer in 2010, it was a fortuitous beginning that followed a lengthy negotiation process.
About two years prior, Lyn was contemplating retirement and jokingly offered to sell the business to Julius, a former medical radiologist who had just completed 3-month probation as her radiologist. Taking the offer seriously, Julius then found an interested partner in Dara. Initial negotiations fell through and the deal dragged on for another two years before it was finalized. The business name remained in view of goodwill and reputation, and the rest was history.
The fully HDAA-accredited practice currently employs five radiographers and four reception staff. The radiographers are all qualified medical diagnostic radiographers that receive extensive in-house training in dental imaging.
Following the practice’s acquisition of the Morita 3D Accuitomo in 2004, Clayray introduced the concept of outsourcing CBCT scans to dentists in Victoria. The scanner was later upgraded to the Jmorita 80 in 2011. Their current equipment set up includes two CBCT units and three OPG ceph machines spread between two clinics – Melbourne Dental X-Ray is a sister clinic established in 2013.
“We use the Morita because it is the industry leader in CBCT scanners in terms of image resolution,” Julius explains. “The viewer software that it comes with (Onevolume Viewer) is intuitive and allows our referrers to plan virtual implants on the actual scan.”
Besides the clarity of their scans, dentists are further impressed by the convenience of CDR’s online services. Making their images, scans and reports available online save the practice admin staff the trouble of digitizing the hardcopy for recording purposes. Dentist can also conveniently access the information from their office or home.
“The goal for outsourcing radiographic responsibilities is so that the dentists and practice staff can spend more time focusing on what they do best, while leaving their imaging needs in the hands of dental radiography professionals. This is after all something that we excel at.”
Crediting the practice’s success to team effort, Julius describes how each member, including the owners themselves, make it a point to touch base with a client dentist on a regular basis. The owners still oversee daily operations and participate in day-to-day dental imaging, making sure that quality control of imaging and reporting is constantly monitored.
“We basically treat our referrers as family and provide their patients with the best care possible. And that’s what keeps us going.”