DT UK No. 7, 2011

Can’t Quite Complete / Editorial comment / News / Scams - smirks and skin / Interview with the Care Quality Commission; Neel Kothari speaks to the CQC’s Linda Hucthinson / Business Management Tribune / A question of being safe or sorry / Events / Selling ethically / Don’t ignore the dental nurses! / What’s good for the patient is good for the dentist / Industry News / Classified

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March 28-April 3, 2011

PUBLISHED IN LONDON
News in Brief
Sweet tooth
Scientists have discovered
that taste cells have several
addition sugar detectors on
top of the previously known
sweet receptor. This sweet receptor is the primary mechanism in recognising sugars
such as glucose and sucrose
and also artificial sweeteners, including saccharin and
aspartame. However, according to senior author Robert F
Margolskee, MD, PhD, a molecular neurobiologist, some
aspects of sweet taste could
not be explained by the primary receptor. “The taste system continues to amaze me
at how smart it is and how it
serves to integrate taste sensation with digestive processes.” Margolskee was quoted
as saying. The study suggests
that different sugar taste
sensors have varied roles.
Tobacco not displayed
After much deliberation regarding the display of tobacco in shops it has now been
passed that tobacco will no
longer be displayed in shops.
The new legislation, which
is being implemented by the
Government, will come into
force for large stores on April
6 2012 and on April 6 2015
for all other shops. According to a statement from the
Department of Health only
temporary displays in “certain limited circumstances”
will be allowed, with the
rules phased in to minimise
the impact on businesses.
With regards to plain packaging for cigarettes and other
tobacco products, the Government is keeping an “open
mind” and is planning a consultation on different options
before the end of this year.
Frogs have teeth!
According to new research,
frogs have re-evolved “lost”
bottom teeth after more than
200 million years. Treedwelling Gastrotheca guentheri are the only known
frogs in the world with teeth
on both their upper and lower jaw. The reappearance of
these lower teeth after such
a long time identifies a “loophole” in previous theories in
evolution and ultimately fuels debate about the permanent loss of complex traits
in
evolution.
Commonly
known as “marsupial frogs”,
the Gastrotheca genus carry
have other unusual traits because they carry their eggs in
pouches on their backs. Dr
John Wiens led a team of scientists from Stony Brook University, New York to investigate this exceptional feature.
Their findings are reported
in the journal Evolution.
www.dental-tribune.co.uk

News

Business Management

Fake pharmaceuticals

Raids target gangs involved in
counterfiet medicine

page 6

Love and leave you

Dental Tribune looks at why
patients leave you

pages 11-12

VOL. 5 NO. 7
Clinical

Events

Trek with a purpose

Safe or Sorry?

David Hands and Neil Photay
discuss nickel allergies

Dentaid organises trip to North
East India

pages 19-20

page 22

Can’t Quite Complete
Regulator admits to backlog in registration process

he Care Quality Commission (CQC) has admitted
that it will not have completed the registration process for
a significant proportion of dental practices who have submitted their forms to the regulator.
In an email sent to practices
the CQC stated: We have received
approximately 7,400 valid applications from primary dental care and
independent ambulance services.
We are working hard to have those
providers fully registered as soon as
possible and some providers have
already begun to receive their notices of decision (NoDs) and certificates of registration.
On 1 April, there will be some
providers who are still in the final
stages of registering. We would like
to reassure any provider who has
submitted a valid application to
us, but has not received their NoDs
or certificate, that we will consider
them to be ‘in process’.
Some dentists have been upset
by this news, calling for the CQC
to put back or even abandon its
regulatory plans for practitioner
until it is in a position to cope with
the workload. One dentist, Dr Simon Thackeray, emailed CQC’s
Cynthia Bower to share his views
on the situation, commenting: As
an organisation you are quite obviously not ready for the registration
of dentists. Given the tone of emails
and communication received from
yourselves previously, the penalties
for our failure to meet the deadline
set by the CQC/Government were
nothing short of draconian.
According to the email, your organisation is not going to meet the
deadline set. What draconian measures will fall upon the CQC, and you
as its Head given this admission?

Dr Thackeray added: The
strength of feeling within the profession at the failure of the CQC to
perform to its purpose is growing
significantly.
A CQC spokeswoman said:
“Many providers may not receive
their certificates or Notices of Decision by 1 April because their CRB
checks are still being processed. It
is a legal requirement for all providers to have a CRB disclosure
in order to be registered. The CQC
had hoped that PCTs would be able
to provide evidence of these for
most NHS providers, but this has
not proved to be the case.
“While we are encouraged by
the work PCTs are doing to try to
help us, sourcing confirmation
about provider’s disclosures via
PCTs is proving challenging. However, more than 90 per cent of dental providers have now applied for
registration and we are processing
these applications.

Chair of the BDA’s Executive
Committee, Dr Susie Sanderson,
said: “CQC registration is a fiasco
that seems to lurch from one crisis to another, spreading discontent, creating stress and distracting
practitioners from patient care. It is
disappointing, although sadly no
longer surprising, that the process
has now been pitched into a new
crisis. CQC’s acknowledgement of
its shortcomings will do very little,
if anything, to placate or reassure
dentists. The organisation clearly
needs time to focus on the problems it is facing and get the process
on track.

“The dental profession in England is engaging constructively with
the Government on major changes
to contracts and commissioning to
help it deliver improvements to patient care. It is important that positive approach is reciprocated. The
Government has previously refused BDA calls to exempt dentists
from CQC registration and even to
delay the process, arguing that it
is progressing well. That is clearly
not the case. It is time for Government to take action to show that it
understands the concerns and halt
the development of a crisis of confidence among dentists’’. DT

FEWER THAN

ONE IN THREE PEOPLE
HAVE MENTIONED

BLEEDING GUMS

TO THEIR DENTIST OR HYGIENIST 1.

“CQC appreciates there are
some practitioners in the industry
who are concerned about registration and that it can appear daunting. However, providers should be
reassured that this system will be
an endorsement to many and that
it both dentists and patients will ultimately benefit from the process.”
The spokeswoman continued: “Providers who have applied
for registration within their given
timeframes can continue to provide services after 1 April. If a provider’s enhanced CRB check is not
finalised, and the provider is not
registered by 1 April, we would
only bring proceedings against
them if it were in the public interest
to do so. We do not seek to penalise
any provider who has genuinely
attempted to register.”

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Product Information: Corsodyl Mint Mouthwash. Presentation: A colourless solution containing 0.2% w/v chlorhexidine digluconate. Indications: Plaque inhibition; gingivitis;
maintenance of oral hygiene; post peridontal surgery or treatment; aphthous ulceration; oral candida. Dosage & Administration: Adults and children 12 years and over: Rinse with 10ml
for 1 minute twice daily or pre-surgery. Soak dentures for 15 minutes twice daily. Treatment length: gingivitis 1 month; ulcers, oral candida 48 hours after clinical resolution. Do not use in
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Due to the alcohol content (7%) ingestion of large amounts by children requires medical attention. Legal category: GSL. Product Licence Number and RSP (excl. VAT): PL 00079/0312
300ml £4.17, 600ml £8.17. Licence Holder: GlaxoSmithKline Consumer Healthcare, Brentford, TW8 9GS, U.K. Date of preparation: February 2011.

CORSODYL is a registered trade mark of the GlaxoSmithKline group of companies
Reference: 1. GlaxoSmithKline data on file, You Gov PLC, 2010.

SM1873_22 Corsdodyl Treatment (Advert) Dental Tribune 1 PRINT READY.indd 1

14/03/2011 17:01

[2] =>

2 News

United Kingdom Edition March 28-April 3, 2011

Editorial comment

his
week
sees the DDay for registration with the
Care Quality Commission and the
new dawn of regulation. The process
has been a turbulent
one, which to be honest shows
no sign of stopping. This is

shown in the news front page,
where by the CQC’s own admission to providers stated that
it was not going to get through
all of the applications submitted by this week’s deadline.
Even as we go to press,
it is still unclear as to the fee
structure practices will have
to pay to be registered. Practi-

tioners are feeling increasingly
frustrated with the lack of information and are calling for
the delay or abandonment of
CQC registration for dentistry.
I am not against the principles of CQC, I am a firm
believer in monitoring of standards and provision of a high
quality service. However those
who are being regulated need
to have the highest confidence

in those applying the rules.
This currently is not the case.
I can only see more discontent from both providers and
the CQC if the situation continues the way it is going. I’m
calling on both parties to make this
work in a way that is
of benefit to patients,
providers and the
CQC. Am I naive? I
really hope not. DT

Do you have an opinion or something to say on any Dental Tribune
UK article? Or would you like to
write your own opinion for our
guest comment page?
If so don’t hesitate to write to:
The Editor,
Dental Tribune UK Ltd,
4th Floor, Treasure House,
19-21 Hatton Garden,
London, EC1 8BA
Or email:
lisa@dentaltribuneuk.com

Not good news
for oral health

he ‘Public Health Responsibility Deal’ published this
week sends mixed messages on the Government’s commitment to improving public health
and is unlikely to force the pace
of change needed to tackle alcohol
abuse in particular. According to
an oral health charity, the British
Dental Health Foundation is concerned that the voluntary nature
of the pledges to improve public
health are soft options and likely
to be overlooked in favour of commercial considerations.
Studies in Scotland have shown
that the alcohol industry completely flaunts the ban on encouraging young people to drink and
has sophisticated and costly campaigns to snare the young and
encourage binge drinking. The
industry simply has too much at
stake and cannot be trusted on these
issues with the nation’s health.
The BDHF points to the Government’s own statistics on alcohol abuse to justify a different
approach to improving public
health. In its recent White Paper
– ‘Healthy Lives, Healthy People:
Our strategy for public health in
England’ – the Government estimated that alcohol abuse costs the
NHS £2.7 billion each year. DT

Published by Dental Tribune UK Ltd
© 2011, Dental Tribune UK Ltd.
All rights reserved.

Dental Tribune UK Ltd makes every
effort to report clinical information and
manufacturer’s product news accurately,
but cannot assume responsibility for
the validity of product claims, or for
typographical errors. The publishers also
do not assume responsibility for product
names or claims, or statements made by
advertisers. Opinions expressed by authors
are their own and may not reflect those of
Dental Tribune International.
Group Editor
Lisa Townshend
Tel: 020 7400 8979
Lisa@dentaltribuneuk.com

Sales Executive
Joe Ackah
Tel: 020 7400 8964
Joe.ackah@dentaltribuneuk.com

Editorial Assistant
Laura Hatton

Design & Production
Ellen Sawle
Ellen@dentaltribuneuk.com

Laura..hatton@dentaltribuneuk.com
Advertising Director
Joe Aspis
Tel: 020 7400 8969
Joe@dentaltribuneuk.
com

Dental Tribune UK Ltd
4th Floor, Treasure House, 19–21 Hatton
Garden, London, EC1N 8BA

[3] =>

News 3

United Kingdom Edition March 28-April 3, 2011

Students kick the habit
I

n the first known scheme of
its kind in London, student
volunteers from Thames
Valley University (TVU) in West
London have qualified as Smoking Cessation Advisors to help
fellow students in Ealing, quit
the habit.

Ealing Stop Smoking Service has trained 11 Psychology
students at TVU to a professional standard so that they can
help their peers quit smoking
through a free personalised six
week programme.
TVU and Ealing Stop Smoking Service found that students
could save £1,000 a year if they
stopped smoking ten cigarettes
a day, which is equivalent to
almost a third of a basic student loan. Research has shown
that 63 per cent of smokers in
Great Britain want to give up
smoking and 22 per cent of people in London smoke, which

is the second highest rate in
the country*.

Clinics, located at St Mary’s
Road in Ealing, run on Monday
afternoons, Tuesday evenings
and Friday lunchtimes so that
full-time and part-time students
are able to attend them. Student
Advisors offer confidential advice and free recommendations
on everything from stop smoking medication to nicotine replacement therapy.
Pauline Fox, Health Psychologist and Principal Psychology
Lecturer at Thames Valley University, said: ‘The University is
very proud to be working with
Ealing Stop Smoking Service to
give students the support they
need to quit smoking so they
don’t need to ‘go it alone’. Students are four times more likely to stop smoking if they use
our service and as Student Advisors can recommend stop

smoking medication at prescription rates, they can do it on a
tight budget.’
Rachael Davis, Stop Smoking
Facilitator at Ealing Stop Smoking Service said: ‘We are delighted to have trained Thames
Valley University’s hardworking and enthusiastic students
as Stop Smoking Advisors. Peer
support is really effective in
changing behaviour, especially
amongst students; this was the
catalyst for the project. We are
very proud to be working in
partnership with Thames Valley
University on this project which
puts student wellbeing at the
heart of the education service
that it provides.’
TVU student Caroline Lafarge has been trained by Ealing
Stop Smoking Service as an a
Stop Smoking Advisor and said:
‘‘As a student myself I understand how stressful exams can

‘Smile Factor’ for NSM

T

he the British Dental
Health Foundation (BDHF)
is delighted to announce
the theme for this year’s National
Smile Month, the ‘Smile Factor’,
running from 15 May – 15 June.
The aim of the campaign is to put
the smile back on peoples’ faces
and help them display their full
personalities through the ‘Smile
Factor’ theme.

in previous years, the Foundation
will also be raising the awareness
of a healthy diet and the link between good oral health and good
overall body health and promoting
the three key messages of brush for
two minutes twice a day using a
fluoride toothpaste, visit the dentist
regularly, as often as they recommend and cut down on how often
you have sugary foods and drinks.

Now into its 35th year, National
Smile Month remains an integral
part of the Foundation’s work in
promoting greater oral health. As

Chief Executive of the British Dental Health Foundation, Dr
Nigel Carter, described the thinking behind this year’s campaign.

Dr Carter said: “A smile can be a
very powerful show of emotion, yet
not everyone has the confidence to
do so. They say you can hide behind
a smile if you are not happy or are
self-conscious about your teeth,
so many people are missing out
on showing their very own ‘Smile
Factor’. Others are being held back
by poor oral well-being and its impact on their general health. This
year’s campaign is designed to
challenge those perceptions and
get you smiling again.”

be and what it is like being away
from home for the first time so to
quit smoking can be a big challenge. The training I received
from Ealing Stop Smoking Service and the support from TVU
has been excellent and I am
thrilled to be involved in this
exciting project. When a stu-

dent comes to see me and wants
to give up smoking I ask them
about their smoking behaviour
history, I take a carbon monoxide reading from a detector and
set a quit date.’’ DT
* Figures from General Household Survey 2009

L-R: Weronika Suszynska and Krishna Talsania, both advisors, run through the first
meeting of a smoker and a mentor in TVU’s scheme

courages local communities, practices and individuals up and down
the country to take part and get
involved in National Smile Month,
and as ever, there will be a wide
range of different ways in which
people can do just that. There will
be many family and community
events throughout the campaign

– all of which need your support.
If you’d like to find out more
about National Smile Month, wish
to take part in an event or organise
one, all campaign material is now
available. Please call the Foundation’s PR Department on 01788
539792 to request a copy. DT

Every year the Foundation en-

Wanted: NEDBN exam panel members

T

he National Examining
Board for Dental Nurses
(NEBDN) is seeking to
recruit new members to its Panel
of Examiners in order to deliver
a new assessment of the National
Certificate in Dental Nursing qualification in 2011.
Featuring Objective Structured
Clinical Examinations (OSCEs),

NEBDN has completely revised
the format of the qualification in
order to provide a more modern
approach to the assessment of
dental nurses.
To become an Examiner with
NEBDN you must:
• Have previous experience of
assessing OSCEs within dental
training

• Be registered with the General
Dental Council
• Be currently practicing as a dental surgeon or dental care professional
• Have two years’ experience since
qualification
• Be well organised and able to
maintain high quality standards
• Be passionate about Dental
Nurse Education and helping peo-

ple reach their full potential
Becoming an Examiner will
help you to:
• Improve your personal development and professional status
• Develop your skills and understanding of Dental Nurse Education and training
• Gain verifiable CPD through ongoing support and training

• Network with other professionals with a commitment to improving Dental Nurse Education
For further information and an
application pack please visit our
website www.nebdn.org or contact
sarah@nebdn.org Full training
and support will be provided. Successful applicants will be invited to
an assessment day in May 2011. DT

[4] =>

4 News

United Kingdom Edition March 28-April 3, 2011

Dental archive bequeathed by estate
A

bequest from former BDA
president, John WalfordMcLean OBE, is to be used
to fund work on an archive documenting the history of dentistry
since the start of the National Health
Service. Being developed in conjunctionwith King’s College London Dental Institute’s (KCLDI’s)
Unit for the History of Dentistry, the
recently launched John McLean
Archive: A Living History of Dentistry, will fill a void in the dental profession’s recorded history.
Members of the McLean family
presented the BDA Trust Fund with

a cheque in support of dental research, which will be used to fund
thearchive, at a reception held at
BDA headquarters in London. The
reception was attended by trustees
of the Fund, representatives of KCLDI and the BDA, and members of
the project’s team, including Professor Stanley Gelbier and Dr Steve
Simmons from KCLDI’s Unit for the
History of Dentistry, and BDA museum staff members Rachel Bairsto,
Melanie Parker and Sophie Riches.

Head of BDA Museum Services, Rachel Bairsto said: “In time,
this archive will provide an essen-

tial record of the significant evolution of the dental profession from
1948 onwards. This will be invaluable for generations of professionals to come. We are honoured to
be given the opportunity to realise
this project through the generosity
of one of the most highly-regarded
leaders in the profession, John
McLean, whose legacy will long be
remembered.”

The project will comprise a
series of witness seminars and individual oral history interviews,
encompassing the full breadth of
dentistry in the UK. DT

The archive will provide an essential record of the evolution of the dental profession

Wesleyan warns dentists of under insurance risk

W

esleyan has launched
a new service for its
dental clients to help
ensure that they have the correct level of home insurance
cover. Wesleyan’s Private Clients
Insurance service now includes
a free ‘walk-through’ home
valuation for dentists after new
statistics show that up to 70 per
cent* of professionals have inadequate cover levels.
According to the Birming-

ham-based mutual, a leading
provider of tailored financial advice and products to the dental
profession, the majority of dentists fail to appreciate the value
of their home contents and
sometimes forget to re-assess
cover levels to include valuable
new purchases.
Wesleyan believes that its insurance service is the first in the
UK to offer personal valuations
for free to dentists regardless of

the level of sums insured.**
Mark Lee, Business Development Manager for Wesleyan’s
Private Clients Insurance, said:
“Our dental customers are time
poor and don’t always have the
time to review their insurance
cover. As a result they are often
underinsured and leave themselves exposed if something
should happen to their home.
This service takes away the
hassle of calculating contents
cover by leaving it to an inde-

Dental charges rise
J
ust days after it was revealed that dental charges
will be frozen in Wales and
prescription charges will be
scrapped in Scotland Ministers
have confirmed that prescription
fees and dental charges will increase in England.

The announcement has unsurprisingly been greeted with
anger prompting people to question the equality of a different fee
scale for different parts of the UK.
Ministers have confirmed that
dental charges will increase by
the following: band 1 treatments
will go up to £17, band 2 treatments will increase to £47 and
band 3 treatments will
be raised to £204.

Along with this rise in dental fees prescription charges will
also increase by 20p to £7.40 per
item from the 1st April.
Dental charges in England are
the highest in the UK and now
England remains the only country in the UK where prescriptions
aren’t free.
The British Medical Association has criticised the price
increase, claiming that the increase amounts to a tax on the
sick. Sue Sharpe, from the Pharmaceutical Services Negotiating Committee, also condemned
the news, saying that people
from low income families may
struggle to get the medication
they need.

Katherine Murphy, Chief
Executive
Patients
Association said: “At a time when many
patients are struggling to make
ends meet, another increase
on charges they must pay is not
acceptable.
“It is essential all patients feel
they can access healthcare when
they need it and not be deterred
by costs.”
A spokeswoman from the
Department of Health said that
the government was investing
an additional 10.7 billion pounds
in the NHS and claimed that
abolishing prescription charges in England would leave a
shortfall in NHS funding of 450
million pounds per year. DT

Gone with the wind

M

at-

thew Walton,
the
dentist
who repeatedly broke
wind
and
belched in
front of patients
and
staff has been
struck off.
With a string

of allegations to his name, Walton was reported to have made
derogatory comments about
certain patients’ unemployment, disabilities, age and ethnic origin.
Other
charges
included
Walton being routinely being
rude, abrupt and sarcastic;
not allowing dental nurses to
communicate with patients;
not allowing his dental nurse
sufficient time to clean the
clinical area in surgery be-

tween patients and routinely
not warning his dental nurse
that he was about to take x-rays
of patients when she was in
the room.
Walton, worked at the practice inWhitchurch, Shropshire,
between August 2006 and December 2007.
The committee in London
told Walton it had taken into account his “lack of insight and
lack of remediation”. DT

pendent valuation professional
who will visit at a time that suits
the client.
“Private Clients Insurance
is designed specifically with our
customers in mind. For example,
they can delegate authority for
dealing with their policy to another person so they don’t have
to handle any of the administration involved. Private Clients
Insurance customers also get a
dedicated personal client man-

ager who looks after their needs.”
The new valuation service
has been launched following the
successful first year for Wesleyan’s Private Clients Insurance,
which has seen an eight-fold
increase in demand since relaunching in 2010. DT
* Statistics provided by Wesleyan valuations partner Lyon &
Turnbull
** terms and conditions apply

Fellowship for
Dental Dean

P

rof Elizabeth Kay, Dean
of the Peninsula Dental
School, has been awarded Fellowship Ad Eundem of
the Faculty of General Dental Practice (UK) (FGDP(UK))
at The Royal College of Surgeons of England. She received her award at the Annual
Faculty of GDPs (UK) Diplomates Ceremony in London.
The award of Fellowship
is the highest accolade a member of the FGDP(UK) can
achieve. It is a mark of achievement for those who have
made a contribution to patient care or the profession of
primary dental care, significantly over and above
what might be reasonably expected of a member of the
FGDP(UK).
Russ Ladwa, Dean of the
FGDP(UK), commented: “It is
obvious to all to see that Professor Kay has an exceptional
enthusiasm for her profession,
and a willingness to help others along their chosen path.
Her tireless work and support for dental practitioners to
provide an improved quality of care for their patients is
well known and I thank Prof
Kay for that.”

Prof Elizabeth Kay

Prof Kay added: “I am of
course delighted to have been
awarded such a prestigious
accolade. While it is me who
has been made a Fellow, it is
an achievement that reflects
the hard work and dedication of my colleagues and our
students at the Peninsula Dental School, as much as it does
me personally.” DT

[5] =>

News 5

United Kingdom Edition March 28-April 3, 2011

MPs visit dental college
A

visit by the All-Party
Parliamentary
Group
(APPG) for Dentistry allowed a group of MPs and Peers
to see the work of a busy dental
school, including its research,
teaching and clinical activities.
Guests were able to visit KCLDI’s craniofacial development
and stem cell research laboratories, tour facilities for the care of
vulnerable and anxious patients,
and see the state-of-the art hapTEL technology used in teaching students. The visit was led by

Professor Nairn Wilson, Professor of Restorative Dentistry and
Dean and Head of KCLDI.
Parliamentarians
learnt
about the evolution of dental
academia, including the opening
of new dental schools, expansion of student numbers and the
contribution many general dental practitioners are playing in
educating dental students. The
development of shorter courses
for graduates from related disciplines and the development of

training for dental care professionals were also highlighted.
The Parliamentarians also
heard from Lauren Holmes,
the President of the institution’s
Dental Society and a fourth-year
student. She highlighted the experience of dental students and
stressed the importance of the
reforms currently being undertaken in dentistry engaging the
next generation of practitioners
who will deliver care in the system that is created. DT

(left to right) Professor Nairn Wilson, Baroness Masham of Ilton, Lord Colwyn, Sir
Paul Beresford MP, Baroness Howe of Idlicote and Baroness Gardner of Parkes. Images
courtesy of Acumen Images.

A retainer and a
whole lot of bacteria D
R

America’s Toothfairy

esearchers at the UCL
Eastman Dental Institute
have found that insufficient cleaning could allow a
build-up of microbes on orthodontic retainers.

Dr Jonathan Pratten and colleagues looked at the types of
microbes which live on retainers
and found that potentially pathogenic microbes were growing on
at least 50 per cent of the retainers
that were conducted ion the study.
The results of the study, which
was published in the Society for
Applied Microbiology’s journal
Letters in Applied Microbiology,
has indicated that there is possibly a need for the development

of improved cleaning products for orthodontic retainers.
According to reports, Dr Pratten
and his team took samples from
the mouths of people without
retainers and those wearing either of the two most widely used
types of retainers and searched
for microbes which are not normally found in the oral cavity.
The researchers were particularly interested in two species
of microbes; Candida, a type of
yeast, and Staphylococcus, including MRSA. The results of
the study showed that species
of these microorganisms were
present on 66.7 per cent and
50 per cent of retainers respectively, regardless of the retainer

type. Reports stated that these
microbes were also present on
the interior cheeks and tongue
of retainer wearers.

Living in communities, otherwise known as biofilms, the
bacteria can be very difficult to
remove, and although they pose
no real threat to healthy individuals, both Candida and Staphylococcus can be potentially
dangerous to people with a low
immune system.
The researchers are now
looking at developing effective
methods of cleaning retainers;
however, for the meantime it is
hygiene that is the key to reduce
the bacteria. DT

ental manufacture KaVo
Group has made a leadership commitment to
the health of the nation’s children
as the newest National Children’s
Oral Health Foundation: America’s Toothfairy (NCOHF) underwriting partner. In just five years,
NCOHF affiliates have reached
more than one million children
with preventive, restorative, and
educational oral-health services.
NCOHF underwriters include
leading national and international dental corporationsthat
fund Foundation operating and
program expenses to help ensure
that 100 per cent of every additional dollar donated to NCOHF
provides underserved children
with the care they deserve.
“We are thrilled to have become an underwriter and advocate for NCOHF,” said Henk van

Duijhoven, president and global
group executive, KaVo Group.
“The core values of the NCOHF and the KaVo Groupare very
similar. We use innovative ideas,
the best team, and spirit of continuous improvement to drive
awareness and access to comprehensive pediatric oral health
services to eliminate this epidemic.”
“We are honored that KaVo
has joined us in our mission to
eliminate children’s needless suffering from America’s number
one chronic childhood illness,” said Fern Ingber, NCOHF
president and CEO. “Their laudable philanthropy makes it possible for NCOHF to respond to the
escalating number of children
in critical need of services in
2011.” DT

Consultant appointed Vice President RCPSG

female consultant has
become the first woman
to be given the job of
Vice President of the Royal
College of Physicians and Surgeons of Glasgow.
The institution was established more than 400 years
ago in 1599 and a woman
has never been given the
position, until now. Dr Alyson
Wray, a consultant in paediatric dentistry at the Royal Hospital for Sick Children and Glas-

gow Dental Hospital, has been
awarded the prestigious title.
Dr Wray said that the
appointment was a “huge
thing” for the organisation; she
said that she has spent many
years being the only woman
in the room at conferences
and meetings, but claimed
that in recent years, thing
have started to change and
women are being given more
opportunities. DT
The Royal College of Physicians and Surgeons of Glasgow

[6] =>

6 News

United Kingdom Edition March 28-April 3, 2011

New plans to stub out smoking
N

ew ambitions to tackle the
substantial public health
harms from tobacco were
announced on No Smoking Day by
Health Secretary Andrew Lansley.

The Government has published Healthy Lives, Healthy
People: A Tobacco Control Plan
for England which sets out how
tobacco control will be delivered
over the next five years.
Local communities will take
a leading role in reducing smoking rates. The plan confirms
action to end eye catching
tobacco displays in shops which
encourage young people to
start smoking.
Andrew Lansley said: “Smoking is undeniably one of the biggest and most stubborn challenges
in public health. Over eight million
people in England still smoke and
it causes more than 80,000 deaths
each year.

“Smoking affects the health of
smokers and their families. My
ambition is to reduce smoking
rates faster over the next five years
than has been achieved in the past
five years.
“We want to do everything
we can to help people to choose
to stop smoking and encourage young people not to start
smoking in the first place.
We will help local communities to take a comprehensive approach to reducing smoking so
we can change social attitudes
to smoking.”
The Tobacco Control Plan has
three national ambitions to reduce
smoking rates in England by the
end of 2015:
• From 21.2 per cent to 18.5 per
cent or less among adults
• From 15 per cent to 12 per cent or
less among 15 year olds
• From 14 per cent to 11 per cent or

less among pregnant mothers
These ambitions represent reductions in smoking rates that exceed the reductions we have seen
in the past five years. The Government has set out key actions in the
following six areas:
• Stopping the promotion of
tobacco
• Making tobacco less affordable
• Effective regulation of tobacco
products
• Helping tobacco users to quit
• Reducing exposure to secondhand smoke
• Effective communications for
tobacco control
Within the plan, the Government sets out actions to
maximise the use of information
and intelligence to support
tobacco control activities. It
also explains how tobacco control
policies will be protected from
vested interests. DT

New FtP panel members Wedding day?

L

ast year the General Dental Council (GDC) agreed
a Corporate Plan for 20112013 that stated it will efficiently manage hearings capacity
and productivity. As part of that
promise, and following a successful and competitive recruitment campaign last year, 51 new
Fitness to Practise panel members have now joined the GDC.
The new panel members
were recruited by the Appointments Committee, and those
who were successful at interview underwent a two-day preinduction training programme at
the end of last year. They’ve been
slowly introduced since the end
of January this year and will sit
on the Interim Orders, Professional Conduct, Health, Perform-

ance and Registration Appeals
Committees. No more than two
new panellists will be used on
a five-person panel during their
induction period.

and procedures across the board
in order to be sure that we are
dealing with these matters as
speedily, effectively and efficiently as possible.”

Ten dental care professionals (DCPs) were appointed
along with 19 dentists and 22
lay members.

The GDC’s key purpose is to
protect patients and regulate the
dental team. It supports the quality of practice and reputation of
the profession by setting standards, promoting them and taking
action when they are not met.

Neil Marshall, Director of
Regulation at the GDC, said: “We
have seen an increase in complaints in recent years and are
working hard to clear a backlog
of cases. In addition to the new
panel members we have also
invested in more hearings staff
and additional legal advisers in
order to increase our hearings
capacity. We’re also reviewing
our fitness to practise processes

The GDC aims to deliver
regulation which is proportionate, targeted, consistent, transparent and accountable. It is
committed to managing its resources effectively, efficiently
and sustainably and to ensuring
decision-making is collective, robust and accountable. DT

Fake drugs arrest
T
hree men were arrested and more than
£1m worth of suspected counterfeit and unlicensed
medicines were seized yesterday as part of a simultaneous
raid on three residential locations, and a secure storage unit,
in north and east London.
The
operation
targeted
the gang, with eastern European connections, for alleged
supply of vast amounts of counterfeit medicines internationally
including many customers
within the UK. The drugs were
alleged to have originated from

the Far East.

The trio, who have been released on bail, are believed to
be linked to numerous illegal
online pharmacies selling fake
prescription only medicines and
other unlicensed drugs online.

MHRA Head of Operations Danny Lee-Frost said the
stash of more than 300,000 tablets, recovered from what was
described at the scene as an
“Aladdin’s Cave of fake medicine” included Viagra, Cialis
and Levitra, and was designed
to “trick unsuspecting custom-

T

he Royal Wedding on April
29th has been declared a
Bank Holiday. But are employers obliged to give their staff
the day off? Dominic Tomkins of
Bowling Law, a member of NASDA’s Lawyers Group, says the answer lies in the staff contract and
the practice’s normal policy. If staff
normally work bank holidays then
it’ll be business as usual.
For practices that want to close
for the wedding, says Dominic, the
question of whether they have to
give their staff paid holiday for the
29th will depend on the individual
staff contract. If the contract allows
the staff member a fixed number
of days’ annual leave per year inclusive of public holidays the wedding won’t increase the staff member’s annual leave entitlement, and
the practice could just insist that
the staff member uses up one day
of their outstanding annual leave
entitlement on the 29th.

However, if the contract says the
staff member is entitled to a fixed
number of days’ annual leave exclusive of public holidays, then that
staff member (if they are full-time)
will be entitled to take the 29th as
an additional day of paid annual leave. Part-time staff on
such a contract will have the right
to their relevant pro-rata annual
entitlement of 9 bank holidays per
year, rather than the usual 8.
As the wedding is sandwiched
between Easter and May Day, it
will be and remember to consider
these holiday requests in good time
and fairly (be that on first-come
first-served basis or some other
reasonable basis).
Dominic is a lawyer with
Bowling Law, members of NASDA Lawyers’ Group and can be
contacted on 020 8221 8056
or email: Dominic.Tomkins@
bowlinglaw. DT

ers that they were getting the
real deal”.

“These illegal online pharmacies have been supplying a
massive amount of medicines,
mostly to treat erectile dysfunction, hair loss and weight loss,
to many people around the
world,” he said.
“What we seized yesterday
is estimated to have a street
value of more than £1 million
but the business these men
were running could have generated a turnover well in excess
of that.“ DT

Counterfeit medicines have been supplied to both UK and international customers

[7] =>

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8 GDPUK

United Kingdom Edition March 28-April 3, 2011

Scams, smirks and skin
Tony Jacobs discusses the latest hot topics on GDPUK.com

S

o much has occurred in
the time since my last
column, and as always I can
only convey a smidgeon of the flavour of discussions that have taken
place on GDPUK.com. This column is like the précised version

of the edited part of the digest!
To begin, the hearts and
minds of GDPUK readers were
lifted by news that the end of the
“no win no fee” method of paying
litigation by patients is in sight.

Will this finish off certain law
firms, dentists were asking?
There were also conversations where thoughts often kept private were put out
in public; once one colleague

admitted the practice was not
as busy as they would like,
many joined in to discuss the
facts. At local meetings, and
perhaps all face to face events,
there is a bravado which
prevents
colleagues
admit-

r
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www.quicklase.com

It was also discussed that
when the troubles in North Africa started, a dentist cared for a
patient who had returned from
Tunisia after escaping the situation. She had prepared teeth
but the crowns would follow in
the post [due to the emergency
situation there]. So, would the
UK dentist please fit them? This
opened a can of worms and although there was sympathy
for the patient and her plight, it
seems the crowns fitted in the
European Community must
comply with EC regulations.
In addition, it was pointed out that
if something did subsequently go
wrong with the crowns, the solicitor’s letter would land on the desk
of the UK dentist who fitted them.
It was generally agreed that this
would not have been a problem
20 years ago – a dentist would
inspect the crowns, try them in,
and cement.
Another conversation was –
Was this colleague the subject
of a scam? A practice website
received an email from a nudist;
it attached a photo and asked if
the patient could have treatment
in the nude – does the practice
accept nudist patients? Wind
up or true test? The offending
photo was not uploaded to GDPUK; it might not have been a
pretty sight!

2w 810nm

British Built

ting this, despite the economic
climate which stares us in the
face and is heavily promoted by
the media. The media forgets that
Sky TV, the supermarkets and
mobile phone companies all seem
to have growing revenues, but it
seems the discretionary spend on
cosmetic dentistry is suffering a
lull at present.

One PCT wrote to their dentists expressing the need for
them to wear long sleeves when
working, this being contrary
to HTM01-05 advice to be bare
below the elbow. One wag suggested clinical wear with one
long sleeve, one short to satisfy
both masters.
A
news
item
which
gained a few smirks was a
practice in Munich trying a new
marketing ploy; the principal
and team were all dressed in
traditional Alpine garb. Much
skin was on display and the comments from colleagues were all
concerned with Health and Safety and of course HT! DT

About the author

Call us 01227 780009
Laser specialist since 1992
PPenTri8WQL150311RG

Tony Jacobs, 54, is
a GDP in Manchester, in practice with
partner Steve Lazarus at 406 Dental.
Tony founded GDPUK in 1997, and
the website now
has over 11,500
unique
visitors
each month, who
make 50,000 visits and create over 2m
pages on the site every month.

[9] =>

United Kingdom Edition

March 28-April 3, 2011

Interview with the Care
Quality Commission
Neel Kothari speaks to the CQC’s Linda Hucthinson

ow that the impact of the
CQC is finally upon us,
the clarity of the CQC’s
role, remit and function is still
hazy, with many within the profession still questioning its necessity.
Whilst the coalition government’s
pledge to abolish excessive regulation has made a tortoise-like start,
it seems that, whether we like it
or not, the next level of regulation involving compliance with
the CQC must be adhered too.
To help separate myth from
reality, I raised many of the profession’s concerns with Linda Hutchinson director of registration at
the CQC to see whether the fears
of the profession have merit or are
merely a result of scaremongering.
Neel Kothari (NK): There
has been a lot of speculation
around the remit of the CQC;
can you help sort out fact from
fiction?
Lind Hutchinson (LH): The
Care Quality Commission (CQC)
is the independent regulator of all
health and adult social care in England. Our aim is to ensure the quality and safety of care, wherever it is
provided. We also seek to protect the
interests of people whose rights are
restricted under the Mental Health
Act. We promote the rights and interests of people who use services
and we have a wide range of enforcement powers to take action on
their behalf if services are unacceptably poor.
We are introducing a new registration system that brings the NHS,
independent healthcare and adult
social care under a single set of essential standards of quality and
safety for the first time. Registration is a legal license to operate.
We register health and adult social
care services if they meet essential
standards and we continuously
monitor them to make sure they
continue to do so as part of a dynamic system of regulation which
places the views and experiences of
people who use services at its centre.
NK: How justifiable are the CQC
fees, given that the profession
already pay for GDC regulation - and what sort of future
increases do you envisage?

LH: Registration with CQC is the
law and the fees are calculated on
the estimated cost of regulation.
These were based on a similar provider type, independent GPs, although the fees could change over
time once we have a clearer idea of
how much activity is required for
this sector in terms of compliance
monitoring.

a range of sources.

NK:
How is the CQC acually going to manage the
practice inspection process?
Are you going to target certain
practices before others?

LH: Regulation is in the best interests of patients and providers.
In fact, registration will be an endorsement to providers who meet
the essential standards. Regulation
is based around providers meeting
the essential standards, which are
based on outcomes, the experiences
people have. This system puts patients at the centre of care.

LH: We will target our initial compliance reviews where we have the
greatest concerns. We have recently
carried out pilot projects on how we
will monitor dental providers’ compliance with the essential standards
of quality and safety.
NK: What level of experience
with dentistry will the practice
inspectors have?
LH: Our inspectors are experts
in regulation and cover a diverse
range of services which are already
regulated by the CQC. An inspector may have a portfolio of services
they regulate including care homes,
children’s health services, substance
misuse services, prisons and independent doctors. We are confident
that our inspectors and assessors
can confidently add primary dentistry care to this range.
Inspectors and assessors are receiving bespoke training on the regulation of dental providers currently.
We also have a national advisor on
dentistry and a provider reference
group, which we consult regularly
on registration issues. As with other
services, we will bring in specific expertise if required.
NK: What sort of burden do
you think this will impose on
practice staff such as receptionists and nurses?
LH: There are no specific requirements for practice staff other
than to contribute to essential
standards of quality and safety for
the provider.
NK: How consistent has information from the CQC helpline
been and has this thrown up
any problems with the dental
profession?
LH: We are confident about the
advice provided by our national
contact centre. Our advisors receive
five weeks’ training before they start
handling calls and if advisors are
unsure about how to respond to a
query, they seek further advice from

NK: If it is shown that over-regulation directly or indirectly
has a detrimental effect on patient care, how would you as
a regulator feel about it and
would you recommend to the
DH that your remit is scaled
back?

NK:
Why has CQC only
focused on practice policies
and protocols and not actual clinical care at the point
of delivery?
LH: The system of registration focuses on outcomes, which are based
on the experiences patients have,
rather than inputs, and we make
no apologies for this.
We only normally inspect policies
and protocols if we are looking for
answers about questions that we
have identified about outcomes for
people. Our system of checks and
inspection is driven by monitoring
outcomes, through quality and risk
profiles. We define outcomes broadly so as to include both clinical outcomes and people’s experiences.
NK: How will CQC monitor
compliance after 1 April?
LH: All providers will have a
planned review at least once every
two years and can have a responsive review at any time. Responsive
reviews will happen if we have specific concerns about a provider. If
you are registered with conditions
on your registration, you will be
subject to review more than if you
have no conditions. This is a riskbased regulatory system.
So there we have it guys, did it
help? Is there anything else anyone
wants answered? If so please email
me at neelkothari@hotmail.com
and I will do my best to raise it with
the CQC. DT

About the author
Neel Kothari qualified as a dentist
from Bristol University Dental School
in 2005, and currently works in Cambridge as an associate within the
NHS. He has completed a year-long
postgraduate certificate in implantology at UCL’s Eastman Dental Institute,
and regularly attends postgraduate
courses to keep up-to-date with current best practice.

[10] =>

[11] =>

Business Management Tribune
Business Management
Tribune

Business Management
Tribune

All in a day’s work

Out of hours

Progress not perfection

Looking for opportunity

Amelia Bray calls for answers

Julia Dawson looks at top quality care

Ernestine Wright discusses how to
systemise your practice

Sharon Holmes discusses staff
recruitment

pages 14-15

page 13

pages 16-17

page 18

Why patients love and leave you
Dental Tribune looks at potential reasons why patients leave their dental practices

or dental practices these
days, one of the main concerns is concentrating on
how many new patients come in
to the practice; however, the ones
that leave can be easily forgotten and the reasons why patients
have left are usually pushed to the
back of the dentists’ mind.
As a dentist you may want to
keep hold of as many patients
as you can, so for your information here are some of the
top
reasons
why
people
decide to change to a new dental
practice.

The practice doesn’t
offer the patient what they want.
Patients who require special treatments, no matter what area it is
in, may decide to look somewhere
else for their dental treatment if
their current practice does not offer or specialise in that area.

Patients are not aware
of what the practice does.
Patients haven’t done the mind
reading course. If you don’t
advertise what special treatments and facilities the practice has to offer the patients
aren’t going to know, and as a
result, they may go elsewhere
for treatment that YOU can offer
them. As one source said: “The reality is that patients spend most of
their time in your office looking at

the ceiling: So unless it’s written
there, your patients most likely
haven’t read about it.” – Maybe
this is the way forward for advertising?

The treatment doesn’t
meet the patient’s expectations. For many patients, if
the treatment that they receive
fails to meet their expectations
they may look elsewhere for
future dental work. Communicate with your patients to find
out what they’re really thinking. Also, if a patient is made to
feel uncomfortable by their dentist they may consider leaving and
taking their business elsewhere.

Quality of service. It’s
not just dental work that can
leave a lasting impression on a
patient; the level of friendliness
and service from all members
of staff, such as the receptionist, will leave an impression,
and could decide for a patient
if they stay or leave. This is
also true for the level of care
that is provided – it only takes
a moment to take notice and
talk to a patient to cover any

Patients can be put off if they’ve left it a long time since their last appointment

fears that they may have. Treat
them as an individual with
needs, and not just as a form
of income.

Patients

are

worried

‘According to sources, people would
rather go to an entirely new dentist
rather than face a dentist they’ve
avoided for a long time’

about how long they have left
it since their last visit. According to sources, people would
rather go to an entirely new
dentist rather than face a dentist
they’ve avoided for a long time.
To avoid this from happening simply let the patient know
that you will be there to treat
them when they are ready.
You could even find out how
you could make it more convenient for them.

Prices are not made clear or
explained. One of the most common complaints about visiting the
dentist is the cost; however, explaining the cost of various treatments to your patients could make
a huge difference to how they feel
about paying for treatment, and
less hesitant about paying for
treatment in the future. Remember, people will tend to
à DT page 12

[12] =>

12 Business Management Tribune

United Kingdom Edition

ß DT page 11

change to a new dental practice if they feel that they are
being overcharged for their
dental work.

7
Explaining the costs of various treatments could make a huge difference to how they feel
about paying

Relocation, relocation.
Another reason why people
change dental practices is because they are moving, or
have moved, to a new location.
You can’t do anything about

this, but maybe you could
give your patient a hint if
you know of a dentist in the
area they are moving to. As
a dentist your main objective is to
help people maintain their oral
health – so do just that.

Change of staff. If a
patient’s dentist has retired
or left the practice and the
replacement dentists is not up to
the same standards originally set

by the previous dentist, the patient
may switch to another practice.

New practice opens up. The
chances are that if a patient is not
happy with their current dentist/
practice then as soon as new practice opens up in the area they may
move practices. The lure of introductory offers can sometimes be
all it takes.

Opening
hours.
If your practice doesn’t offer the right opening hours
(such as open after dark hours
and weekend hours) then this
may cause some of your patients to look for another practice where the times suit

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March 28-April 3, 2011

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cooliNg hEals
A unique spiral design and internal
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combine effectively to promote excellent regeneration of the bone tissue.

‘The chances are
that if a patient
is not happy with
their current dentist/practice then as
soon as new practice opens up in the
area they may move
practices’

their lifestyle. Find out what
your patients expect from
their practice. Most often, the solution to keeping patients is communication. Whether you simply
show them that you care, or update them with what treatments
your practice can offer, telling
them what you do is a key factor
in their staying.
Getting new patients is tough
enough, so put in the extra effort
to keep them. DT

Quick Guide
1. The practice doesn’t offer the
patient what they want

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2. Patients are not ware of what
the practice does
3. The treatment doesn’t meet the
patient’s expectations
4. Quality of service

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5. Patients are worried about how
long they have left it since their
last visit
6. Prices are not made clear or
explained
7. Relocation, relocation

For more information >
www.ems-swissquality.com

8. Change of staff
9. New practice opens up
10. Opening hours

[13] =>

United Kingdom Edition March 28-April 3, 2011 Business Management Tribune

All in a day’s work
Amelia Bray calls some friends for instant answers

t the BDA Conference
in May the BDPMA will
host a seminar or, rather,
a panel of experts (it’s on Saturday 21st May thanks for asking).
We’re loosely modeling it on the
BBC TV programme Question
Time but without the politics
and panel member sniping. I’ll
be doing my best David Dimbleby impression as chairman and
the rest of the panel will comprise four experts.

of instant expertise. Add in the
Facebook page and our website and we can probably claim
an active network of more than
1,000 people directly or indirectly involved with dental practice management. I suppose the

BDPMA could say that while we
don’t necessarily know the answer, the chances are somebody
who knows us will.
I know what the cynical
among you are thinking – that

the BDPMA provides an overload of expertise that practice
managers simply don’t require.
Well, let’s look at a typical
practice management diploma
course. The subjects covered
are: leadership and management, personnel management,
marketing, patient care, operational management, financial
management, health and safety
and quality assurance.
I think I’ve made my point,

and if you’re a dentist principal now feeling sorry for your
manager or a practice manager feeling overworked I recommend visiting the BDPMA
website
(www.bdpma.org.uk)
and looking on the News &
Events page for the Practice Managers’ Training Retreat, which is
being organised by BDPMA
member, Joanna Taylor. Regular
de-stressing should also be part
of the modern practice managers’ role! DT

For me, their range of expertise illustrates the developing
role of today’s practice managers. We have the proprietor of
a business services and support consultancy, a social media
guru, a marketing expert and a
dental business consultant. We
could have had more experts
– a team development coach
maybe, a personal development
advisor perhaps, an accountant,
an IT systems guru, a PR person
and so on.
We’ve bravely (perhaps recklessly) entitled it Everything you
ever wanted to know about dental management – all your questions answered. But will we be
able to answer all the questions
posed? I believe so, but to be absolutely certain, I’d like the opportunity to call a friend – many
friends indeed.
Ironically, perhaps, there
will no doubt be members of the
audience capable of providing
solutions to problems that catch
out the panel members. I say
this confidently because of the
BDPMA’s experience with Twitter. Not only do practice managers need to have a vast range
of skills these days, they need
instant answers to problems.
What sort of ultrasonic bath do
I need to comply with HTM0105? How do I track referrals to
the practice website? Who offers
good CQC training?
Twitter provides the answers
or, rather, is the conduit to a raft

About the author
Amelia Bray joined
the industry as a
dental nurse in
1994, having previously worked in
veterinary and chiropractic clinics. In
2000 she assisted
her boss (now husband) to relocate
the dental practice from a town centre premises to a converted barn in
the middle of an apple orchard in the
Tamar Valley and at this point assumed
the role of practice manager. Amelia
completed the Diploma in Professional
Practice Management in 2004 and has
been involved with the BDPMA since
2000, starting out as Treasurer of the
Devon & Cornwall Region before joining the National Executive as Assistant
Secretary, Secretary then Treasurer
and now Chairman.

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[14] =>

United Kingdom Edition March 28-April 3, 2011

Out of hours…out of mind?
Julia Dawson looks at top-quality care for
patients, even when the practice is closed
Decontamination Health Technical Memorandum
HTM 01-05 introduces numerous obligations that
will require you to make small changes to your
practicing methods and the way your surgery is
designed. To help you work towards “Best Practice”
we offer:

HTM 01-05 Full Package
Initial consultation
Design
De-con cabinetry
Washer disinfectors
Autoclaves
Magnifying lamps
Full electrical and plumbing
Polyfloor flooring
Ventilation in & ventilation out
Full installation

What do your patients do when they need out of hours care?

S

o, the practice is looking
great, your team couldn’t
be better and your patients seem delighted with
the services you’re providing - during practice hours of
course. But, what if one of your
valued patients has an accident
and needs urgent dental treatment? Can you ensure that they
will be treated with the same
care and attention when you’re
off duty? What happens in the
evening or on a Sunday while
you’re enjoying some welldeserved down time?

www.parsdental.com
Call us today
for more information and SPECIAL OFFERS

02088 542700
Fax: 02083 173355
Email: info@parsdental.com
Unit 7, Gatway Business Centre, Tom Cribb Road,

We all understand that
patient’s dental emergencies
don’t always occur during
normal working hours. By ensuring that your out of hours
services are both clinically excellent and convenient you’re
going to engender trust, loyalty
and word of mouth recommendations from your patients.
The tips below are designed to
show that with a little planning
and team spirit can ensure
your patients enjoy top-quality
care, whatever the time of day
or night.
Emergency services
Patients don’t realistically expect you to be available 24
hours a day, seven days a week.
But they also don’t want to have
to battle over out-of-hours appointments or deal with a complex dental emergency service
when they are in pain– especially if they have already paid
for high-quality, private treatment.
Most accident and emergency service staff are there
to preserve life and cannot be
expected to prioritise saving a

tooth over an urgent medical
condition. In the majority of
cases, all that the A&E staff are
able to do is patch a patient up,
temporarily alleviate pain and
refer them back to your practice when it reopens. Their
role, after all, is to preserve life
where possible and diagnose
any urgent medical conditions;

access to suitable care in the
first place.
Other
common
out-ofhours cases include pain from
possible abscesses, lost fillings,
fractured cusps and dry sockets following a recent extraction, as well as facial injuries.
Since most emergencies occur

‘Patients don’t realistically expect
you to be available 24-hours a day,
seven days a week’
they cannot be expected to prioritise saving a tooth or preventing future dental problems
in the way a qualified dental
practitioner would. Yet almost a
third of private dental patients
currently
find
themselves
faced with this option in an
emergency situation.
In my experience, around
a third of patients calling
Denplan’s out-of-hours emergency helpline have been
left stranded at home with no
access to emergency care. This
is either because their dental
condition does not fit the emergency criteria of the local NHS
service relied on by their
dentist, or because the service
is fully booked. We always try
and offer a solution to a patient who is in pain; whether
this is contacting their dentist
at home, refering them to another practice in the area
or sourcing telephone advice, but patients can often feel disappointed that
their own dentist could not
provide them with direct

while patients are at or near
their home, it is a really good
idea to make sound provision
for local out-of-hours treatment, which is in keeping with
the quality of care that your
patients have come to expect
from your practice.
Join forces
For most practices, the solution
is to join forces and share the
out-of-hours calls with fellow
dentists. Practices with several
practitioners can often manage
this between themselves with a
simple rota and a mobile phone
number. By recording clear
instructions on a voicemail
message, asking patients to
leave their name and contact
number
and
advising a specific timescale for
when they can expect a
call back, the on-call dentist
only needs to check their messages periodically.
Smaller or single-handed
practices can join an interpractice rota, or indeed set
one up where none already

[15] =>

United Kingdom Edition March 28-April 3, 2011 Business Management Tribune

can often go a long way to attracting new ones and growing
your business. Some payment
Go the extra mile
plan specialists offer a range
One of the things that often come
of training courses on topics
up when discussing poor callsuch as Improving Commucentre experiences is being left
nication and Customer Care,
It may sound silly to
to listen to a ringing phone.
not to mention how to get
undertake training on someMost people will hang up
across the clearest and most
thing that occurs when you’re
after four or five rings durhelpful out of hours informanot working, but getting your
ing the day, but if you don’t
tion on your website. Many
out-of-hours communication
have an out of hours anof these courses also offer
right is really important for
swer-phone
message
in
verifiable CPD and can be inretaining the loyalty and replace the patient can often feel
9361 DBG ClinicalGov The probe 338x244.qxd:Layout 1 1/7/10 13:39 Page 1
valuable in improving the patention of your patients and
abandoned with nowhere to
turn. An appropriate message
with concise instructions can
really make the difference to
patients – often at a time of extreme pain and stress.

the surgery!

‘Getting your out-ofhours communication right is really
important for retaining the loyalty
and retention of
your patients and
can often go a long
way to attracting
new ones and growing your business’
exist. This involves a group of
practices joining together to
create an out-of-hours service
for the patients of those practices. Getting together with your
fellow dentists, settling on the
ground rules for your particular rota and sharing the
responsibility for your patients’
emergency care, ultimately
results in greater patient
loyalty for every practice
involved, not to mention the
satisfaction of knowing that
you are providing the best possible round-the-clock care –
without chaining yourself to

Clinical Governance including
Patient Quality Measures Is your practice compliant?

Your compliance with Clinical Governance
and Patient Outcomes will be questioned
with the introduction of the Care Quality
Commission*, HTM 01-05 and the increase
in PCT practice inspections.
Would you like to know how you would fare when your
practice is inspected and have the opportunity to take
corrective action?
The DBG Clinical Governance Assessment is the all
important experience of a practice audit visit rather than
the reliance on a self audit which can lead to a false sense
of compliance. The assessment is designed to give you
reassurance that you have fulfilled your obligations and
highlight any potential problems. We will provide help
and advice on the latest guidance throughout the visit.

Patients should always have access to top
quality care whatever the time

About the author
Julia Dawson joined Denplan in 1990,
running the Administration department. Now as Director of Customer
Services, Julia has overall responsibility for the Practice Support Advisors,
Customer Advisors, Registration and
Administration Services, Insurance
and Helpline, Corporate Customer
Services teams and the Out-of-Hours
Helpline team. Working closely with
the other divisions across the company
Julia and her team are constantly looking for ways in which they can improve
and diversify their service offering.

tient journey and ensuring the
very best care.
So, hopefully the information here has shown you that
providing an effective out-ofhours service is incredibly
important, notonly to ensure
that your patients are lookedafter in an emergency, but
also to secure their loyalty and
open up communication with
other practices in your area.
It’s a win-win situation! DT

Are you waiting to find out when
the Care Quality Commission*
inspect your practice?
Have you addressed all 28 CQC
outcomes?

The areas the DBG assesses are:

premises including access, facilities, security, fire
• Your
precautions, third parties and business continuity plans.
governance including Freedom of Information Act,
• Information
manual and computerised records, Data Protection and security.
• Training, documentation and certificates.
• Radiography including IRR99 and IR(ME)R2000 compliance.
infection and decontamination including HTM 01-05
• Cross
compliance and surgery audits.
emergencies including resuscitation, drugs,
• Medical
equipments and protocols.
• Training, documentation and certificates.
• Waste disposal and documentation and storage.
• Practice policies and written procedures.
• Clinical audit and patient outcomes including quality measures.

The assessment will take approximately four hours of your Practice Manager’s time depending on the number of surgeries and we
will require access to all areas of your practice. A report will be despatched to you confirming the results of our assessment. If you have
an inspection imminent then we suggest that you arrange your DBG assessment at least one month before the inspection to allow you time
to carry out any recommendations if required. Following the assessment you may wish to have access to the DBG Clinical Governance
Package with on-line compliance manuals.

For more information and a quote contact the DBG on 0845 00 66 112

20
YEARS

www.thedbg.co.uk
Please Note: Errors and omissions excluded. Any prices quoted are subject to VAT. The DBG reserves the right to alter
or withdraw any of their services at any time without prior notice.

*England only.

[16] =>

United Kingdom Edition March 28-April 3, 2011

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tions
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In many ways the most important systems are not the
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to give a consistent message
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Creating a well run system can seem like an overwhelming task

ver the past few months,
most private practices
in the UK have been
spending a lot of time preparing for compliance under the
Care
Quality
Commission.
Principals, practice managers
and their teams have employed
many precious man-hours on
everything from completing the
paperwork to revisiting aspects
of their practice to ensure compliance, and many of the discussions in surgery about GDPs’
frustrations with the CQC!
I frequently hear dental
practices saying that they would
prefer to be spending their
time treating existing patients
or attracting new ones to their
practice, rather than completing paperwork or documenting
systems to ensure the smooth
running of the business. That
being the case, systems may
not be the most popular things
to discuss, but they are vital to
the success of your practice.
If you do want to attract new
patients and ensure that your
existing ones keep coming back,
then having systems in place
is more likely to help ensure
that you have a healthy appointment book and a profitable practice.
There are literally hundreds
of systems that you need. For
example, with regards to compliance for the CQC, a series
of well-run systems make it
much easier to implement, and
keep the right side of CQC
regulations in important areas
such as:
• Clinical Compliance
• Health and Safety
• Staff Discipline
• Staff Interviewing and
Recruitment
• Induction of new staff
•Appraisals
Documenting all these sys-

tems can seem overwhelming;
a never-ending task reminiscent of the painting of the Forth
Bridge! So at this point I am
going to recommend that you
make your mantra “Progress
not Perfection” when considering the systems you need to
have in place to effectively run
a dental practice. Start with the
priority areas and know that
you will constantly have to review/add/amend as you develop your practice.
So what would I recommend as the priority areas for
systemising your practice? My
Top three are:

Conforming to Regulations
So that you can practise
dentistry and continue to run a
business.
To include, most importantly:
a. Clinical Standards and
Protocols
b. Health and Safety

Client Experience
So that you can attract new patients, ensure your existing patients keep coming back and
recommending you, and maintain a profitable business.
To include, most importantly:
a. New Patient Enquiry By
Phone Process (and scripts)
b. Client Experience Checklist
c.
Appointment
Booking
Procedures

Managing your Team
So that you have the right
support team to help you grow
your business.
To include, most importantly:
a. Robust interview process
b. Contracts and job descrip-

Most dental practices want
to deliver a fantastic customer
service for their patients but
some are frustrated with the
reality of achieving this. What
typically happens on a dayto-day basis is that their team
finds a way of doing things that
(with or without the principal’s
agreement) they have decided
are effective. They may vary
these ad-hoc systems for the
benefit of the patient, or to make
their own day easier to manage.
This can work reasonably effectively until somebody new joins
the team. At this stage the team
member who best knows the
system will verbally pass it on
to the newcomer and nothing
gets written down. In situations
where even this is impossible,
the new team member may find
themselves having to create a
new system all of their own.
So without systems your team
can be very flexible to suit the
patients and themselves and exhibit a ‘can do’ attitude towards
patients, but can end up delivering a different message every
time. However, with systems
your team can deliver a consistent and accurate message and
feel confident that the message
they are giving is the right one.
In addition to this your team
can promote a message that is
congruent with your brand.
Let’s look at a possible system for a “New Patient Enquiry
by Phone”. I believe this is one
of the most important things
to get right in these challenging economic times. In other
words, you want to ensure that
you make the most of the phone
enquiries you receive by turning as many of them as possible
into new patient consultations.
Procedure for new patient
enquiry by phone:
The process needs to include:
• Rules regarding within how
many rings the phone is an-

[17] =>

United Kingdom Edition March 28-April 3, 2011 Business Management Tribune

swered
• An agreed practice greeting
• Asking for the client’s name
and then use it to address them
• Telling them that you can help
them
• Asking them how they heard
about the practice and recording their reply on the appropriate form
• Explaining the basis on which
you can offer treatment, be it
NHS or Private

• Preparing Welcome Pack to
give them when they attend
• Alerting the clinical team that
there is an additional patient
for today’s list

ter signed by you
• Telling them how to find the
website
• Saying goodbye and telling
them that you hope you might
be able to help them in future
• Explaining the follow-up procedure for the practice

If they don’t go ahead with
the appointment:
• Asking if they would like to
A system like the one described
receive some information about
will enable your reception
the practice
team to:
• If yes, taking their address and
• Appear approachable
arranging to send a welcome
LasermetCQC_DT_A4Ad_Mar11.qx8_(v) 16/03/2011 09:32 Page 1
• Feel able to take charge
pack in today’s post with a let-

• Appear knowledgeable
• Meet your customer’s expectations
• Appear confident and capable
• Make the patient feel very well
looked after
• Give a consistent message
Potential clients are therefore much more likely to say
yes to coming to your practice.
Systems will also make the
practice manager’s job a lot

easier, helping them to focus
on creating and managing the
systems and the team, rather
than juggling managing with
actually ‘doing’. By ensuring
that the practice has systems,
principals are freed up to focus
on running the business and
carrying out top quality dentistry, rather than feeling they
have to do everything in the
practice from reviewing the appointment book to changing the
light bulbs! DT

‘Most dental practices want to deliver
a fantastic customer
service for their
patients but some
are frustrated
with the reality of
achieving this.
• Reassuring them that you
will provide them with a private emergency appointment
at xx:xxhrs today and that Dr X
will attend to their pain.
• The amount they can expect
to pay
If they wish to go ahead with
the appointment:
• How/when the fee is payable
to book the appointment
• What information must be recorded for practice computer
• Giving address/direction/
parking information
• Information on arriving for
the appointment what happens/
timings
• Asking them if they have any
questions about today’s appointment
• Information/Advise on what
they need to bring/do/eat before
they attend the appointment
• Telling the patient that you are
looking forward to meeting them
later today and say goodbye.

About the author
Ernestine Wright is a founding partner and managing director of Breathe
Business. Ernie joined Breathe from
Reuters where she was a senior director. Her principal responsibilities at
Reuters were largely concerned with
people and process. Her last major
project at Reuters was as lead director setting up a joint venture with Dow
Jones, which involved bringing together teams from two very different companies and cultures running their UK
business. With a background in results
focused on marketing and sales, Ernie
recruited and led successful business
teams across three continents. Ernie
is Breathe’s lead coach on people and
business management, which translates to helping dental practices perform better through improved processes and focused motivated teams.
Ernie’s passion is people development
and she enjoyed recruiting and nurturing the Reuters “stars of the future”.
She draws on her years of experience
in the corporate world as a senior director for Reuters. She helped Reuters
set up a joint venture with Dow Jones,
running their UK business. With a
background in marketing and sales,
she has set up and led successful business teams across three continents.
Ernie specialises in coaching dentists
and their teams on leadership, sales
and marketing as well as building high
performing teams.

17

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[18] =>

18 Business Management Tribune

United Kingdom Edition March 28-April 3, 2011

Looking for opportunity
Sharon Holmes discusses options for recruitment of staff
being an extremely important
role, we have streamlined our
group policy and procedures
on recruitment.
We have used various methods for recruitment, such as
recruitment agencies, word of
mouth amongst our own staff,
internal promotions and outside
recruitment for replacement of
the post and the internet. We
also have potential candidates
who either email or post us
their CVs.

Every employer wants a new member of staff to fit in with their team

would, in all probability, say
that one of the hardest tasks
is recruiting for the right
candidate to join your team.

Over the years we have used
different methods of recruitment
to try and select the best possible candidates. Due to this task

Out of all of the above methods I have come to rely on using the internet the most. We
place our adverts on various
websites; we source the best
CVs that have been submitted and after careful screening of the CV we then contact
the potential candidates and of-

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Once the interviewee arrives
at the practice they are given a
questionnaire to fill in so that
we have a guideline to start
from. The practice manager
carries out the first interview,
from this a short list is created
and a second interview process is put in place with the
selections where I then carry
out the interview or either Dr
Malhan or Dr Solanki to make
that all-important final choice.
This can be time consuming,
but I find it most effective as I
am thorough with my screening
process as well as knowing what
I will require from the potential
candidate once I have elected
them. This does mean more work
as once you have made your
selection it is important to
collect all the necessary essential documents as well as following up on at least two character references.
This can be testing as at times
it is difficult to get a character
reference in a short space of
time, which means you have to
make the request several times,
which means you are unable to
make the job offer as soon as
you may want to. To get around
this issue we now ask the
potential candidates to provide
written references at the time of
their interview.
I find that going through the
process yourself instead of using a recruitment agency the
process becomes a personal
one due to the fact that the potential candidate has not been
coached on what to say during the interview process. You
can also negotiate your fee as
to what you feel the candidate
and their experience is worth
to the role that you are filling.
There is no placement fee incurred as well as no disappointment six weeks down the line
if it does not work out as you
are no longer entitled to a percentage back from the agency.
This process of recruitment
may be time consuming but it is
definitely cost effective and during times of recession we are all
trying to watch our spending.
I have been in England for
nine years just gone and I have
noticed that there is definitely a
period of difficulty for recruitment at some point during the
year. I have become aware that
it is difficult to recruit for staff
from September to January.
The response to advertisements
on the internet or through agen-

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cies slows down radically and
this I can only be attributing to
the end of the summer holidays
and on the other end of the scale
Decembers approach and staff
waiting to be paid out bonuses
or incentives.
This can be extremely frustrating as it creates stress for
the whole team when someone
hands in their notice around
this time of year as the remaining members of staff have to
pick up the shortfall. Agencies
also tend to be short on nurses
around this time of year so if
you don’t get your bookings in
early enough you are going to
find yourself without a nurse.
As we are a group of six
practices we are able to have
a couple of extra staff in some
of the bigger branches which
allows us to be able to send
staff to cover shortfalls where
needed for a period of time
which brings stability to the
practices. However if the annual leave requests around
summer time are not managed
effectively you can still find
yourself being short staffed.
We have recently had dealings with a government sponsored Recruitment Company
who offer apprenticeships to
school leavers. They do all the
screening and recruitments
and pay for the candidates to
receive training. It is our responsibility to mentor and direct them all other levels of employment. Their tutor comes to
the practice to carry out assessments and so forth.
This is cost effective as you
can either pay the student the
minimum fee of £2.50 per hour
or more if you wish to do so.
This is an ideal opportunity to
help someone young to get into
the market place and have an
opportunity to develop and as
it is affordable you are able to
have an extra member of staff
as part of your contingency
plan for avoiding disaster when
it comes to functionality on a
day to day basis.
As Winston Churchill once
said: “A pessimist sees the difficulty in every opportunity an
optimist sees the opportunity in
every difficulty” DT

About the author
Originally
from
South Africa, Sharon Holmes has
worked in the field
of dental practice
management since
1992. In 2003, she
moved to London
City Dental Practice where after 18
months, was responsible for managing four practices
in the group. The London City Dental
Practice is now part of a mini co-operative group called the Dental Arts Studio, of which she has been instrumental in its creation.

[19] =>

Feature 19

United Kingdom Edition March 28-April 3, 2011

A question of being safe or sorry
David Hands and Neil Photay discuss nickel restorations and metal allergies

I

t is estimated that one in
every three people in the
UK will suffer from some
kind of allergy in their lifetime
and this has inevitable consequences for health care professionals who know they must
take any relevant history of allergy into consideration before
embarking on a treatment plan.
From latex allergy to an allergy
to the ingredients in sedatives,
dental professionals must be
constantly aware of how to spot,
and treat, allergic reactions. One
often unconsidered problem is
an allergy to nickel, which can
be a problem for people with
fillings and restorations. Whilst
the dangers of mercury in amal-

‘When it comes to
the health of patients, it is always
best to err on the
side of caution and
so, if any intolerance to alloys
is suspected, the best
option is to choose
all-ceramic
materials’

previous allergic reactions and
some patients may even have
had a patch test to confirm this,
but many people are unaware
that they have an allergy to nickel at all. Sensitivity to jewellery
that contains nickel is not neces-

patient base.
So how do we know if a
patient has a metal allergy? The
short answer, unfortunately, is
that we don’t. Medical records
will sometimes provide details of

to a nickel-containing alloy may
well be due to its iridium and
indium content instead, which
all share similar chemical properties. However, many patients
with a nickel allergy also have
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Solid understanding
In the dental field, a solid understanding of allergies will allow the dentist to treat patients
suffering from metal allergies
and to select appropriate restorative materials for them.
With approximately 10 per cent
of women and six per cent of
men thought to suffer from the
condition, metal allergies are a
growing concern, and can represent a small but significant
proportion of the practitioner’s

sarily a precursor to an intra-oral
reaction as research has shown
that people with a positive skin
reaction to nickel are not necessarily allergic to nickel containing alloys intra-orally, and
vice-versa. Indeed, sensitivity

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[20] =>

20 Feature

United Kingdom Edition March 28-April 3, 2011

ß DT page 19

‘A solid understanding of allergies will alan intolerance to gold; so as a
general rule of thumb, if a palow the dentist to treat patients suffering
tient has a known history of a
from metal allergies and to select approprinickel or gold allergy or intolerance, metal restorations should
ate restorative materials for them’
be avoided altogether. Dentists
should also be aware of the
symptoms of an intra-oral metal
tion of the gingiva.
form of gingivitis and stomatitis.
allergy, which usually include
Estetica
A4 SELECTED:Layout
1 25/2/09
13:42
Page
1
In extreme
cases
patients
can
local irritations
and inflammapresent with discolouration of
Other metals
tion of the mucous tissue of the
the gums and some deterioraAlong with iridium, palladium
mouth, predominantly in the

can also cause sensitivity in
patients with nickel allergies.
It is estimated that between 34
and 65.5 per cent of patients

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with nickel allergies also suffer reactions to palladium,
and bonding alloys containing
this should also be avoided if
a history of nickel allergies
is known.
Thankfully, with many allceramic restorations available
both privately and on the NHS,
patients at risk of an allergic reaction now have a range of safe
solutions from which to choose.
Composite inlays are a particularly affordable option and also
boast superior aesthetic benefits
to their metal counterparts. If all
ceramic restorations on posterior teeth are not viable due to
their strength, biocompatible alloys such as cobalt-chrome are
also a safe option.
Err on the side of caution
When it comes to the health of
patients, it is always best to err
on the side of caution and so,
if any intolerance to alloys is
suspected, the best option is to
choose all-ceramic materials.
Many patients will be pleased
to be offered the more aesthetically pleasing option, and few
will disagree that it is better to
be safe than sorry.
For more information on
how CosTech Elite® can help
you, call 01474 320 076 or email:
info@costech.co.uk DT

About the author

*Finance is subject to status and for business purposes only.

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Neil Photay BSC
(Hons) GDC Reg.
Technician
Neil
proudly carries his
family
tradition
of working in the
dental industry and
creating and manufacturing dental innovations and technologies. Working
at both the CosTech
Laboratory and family dental surgeries from the age of 16, Neil completed
a BSc(hons) in Computer Science,
specialising in project and team management at Brunel University before
returning to the Costech Elite laboratory in 2003.
David Hands MDT GDC Reg. Technician David studied Dental Technology
at Lambeth college in 1999 achieving
BTech national diploma in science and
dental technology, and advance HNC/
HND in dental technology. He further trained with Master Technicians
in the USA in ‘Advanced Aesthetics’
and ‘Smile Design’, gaining the Master Technician status. David joined
CosTech in 2004 and quickly became
head ceramist.
Neil and David began joint management on CosTech Elite in 2006, developing the advanced team structure and
skills and forging strong relationships
with all the CosTech customers.

[21] =>

[22] =>

22 Events

United Kingdom Edition March 28-April 3, 2011

Dentaid welcomes final year students

A

t the end of January
Dentaid welcomed four
final year students from
the School of Dentistry at Cardiff University, all of who, with
the end of their studies in sight,
were looking forward to embarking on their careers.
During the trip, Mike Phil-

lips, one of Dentaid’s volunteer
retired dentists, showed the
students some of the tools
which had been donated to the
charity. He explained how even
old equipment, once cleaned
and refurbished, is invaluable
in countries where even secondhand kit is beyond the means
of most health providers.

The students also had a
tour of the workshop where
all the donated equipment is
stored and refurbished. They
were particularly impressed
by manager Dave Effamy’s incredible practical ability. Dave
is able to take three nonworking pieces of equipment
and transform them into two

working pieces of equipment;
by mixing and matching the
working parts he can produce
two pieces of equipment that are
perfectly viable and ready for
shipping.
Another skill Dave has is
that he can strip out the more
complex sections of electronic

equipment and make it useable
in countries where there is an
unstable electrical supply.
The students learned a lot
from their day and by the end of it
they recommend other students
to visit Dentaid. Any students
interested in visiting should
DT
contact
rob@dentaid.org

Trek with
a purpose

D

entaid, a well-known
dental charity, collects
unwanted
equipment
from surgeries and hospitals for
refurbishment and shipping to the
developing world to equip clinics
and teaching hospitals.
Like all charities, Dentaid
needs funds and one way of raising cash is to organise sponsored
treks. Last year’s expedition took
12 people to Vietnam; six were
dental professionals, the other six
included a beautician, a roofer
and a chartered surveyor.
This year’s trek from 1-14 October is to North East India. The
opportunity offered by this expedition is one you simply won’t find
anywhere else. The first two days
are spent assisting at a dental clinic in a home for disabled children
in Calcutta, and gives the chance
to see at first hand the difference
that our work makes. This is followed by a 60km trek through
West Bengal’s mountains, forests
and villages and a visit to a Buddhist monastery. Apart from hotels at the start and end of the trip
accommodation is in mountain
huts or tents, so this is a unique
chance to get close to the country
and the people and see village life
at first hand.
The all-inclusive cost is £2,450
which you can either pay yourself or raise from sponsorship.
Intimate contact with the people
we meet is what makes our trips
completely different from commercial operations, so we restrict
numbers to a dozen and we’re always booked up early.
If you want to find out more contact Dentaid’s head of fundraising,
Diane Platt on 01794 324249, email
diane@dentaid.org or visit our
website www.dentaid.org DT

Students at last years trek to India

[23] =>

[24] =>

24 DCPs

United Kingdom Edition March 28-April 3, 2011

Selling ethically

that it is what we do every day
and, when done well, doesn’t
feel like selling or being sold to
at all.

(DHP) to assist patients to attain and maintain their oral
health. This should always be
at the forefront of everything
we do. And selling, in this capacity, is simple and effective;
it is also what we do every day.
Recognising how and why will
help us to succeed in increasing
treatment uptake.

Ethical duty
It is primarily the role of the
dental
health
professional

The Four Es
When working with our patients, using the four Es will pro-

Mhari Coxon discusses the four E’s of selling

have recently applauded the
teams that have got business
savvy and work together
to make a profitable, growing
practice. We need to try as professionals to marry the business
of dentistry to providing ethical
care for our patients.

I have often been asked
how I feel about selling by hygienists, therapists and nurses,
who sometimes feel they are
being forced to sell in a way
which makes them uncomfortable. Some see it as unethical
and not part of their job. I say

Patient safety rests in your hands

duce a great, motivational,
productive relationship. This
relationship will give the base
to sell the patients what they
want. These are:
• Engagement
• Empathy
• Education
• Enlistment
Engagement
Engagement is a connection
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• Protect your patients – the cleaning and sterilization
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‘Empathy is sincere
and successful when
a patient acknowledges that he or
she has been seen,
heard, and accepted
as a person’

tient that continues throughout the encounter and sets the
stage for the establishment of
a partnership.
This initial connection is
key to a successful session.
Barriers to engagement by
the clinician include a failure to
introduce oneself, inquisitiontype questioning, and the biggest no no - interruption of the
patient’s story.
Techniques for successful
engagement include, showing interest in the patient as a
person, eliciting the patient’s
agenda and expectations up

[25] =>

DCPs 25

United Kingdom Edition March 28-April 3, 2011

‘As all practitioners know, patient non-adherence is a tremendous problem – loss of
earnings, resources wasted, waste of time’
front, negotiating and prioritising the agenda for the visit and
using the patient’s language
rather than medical jargon. You
are effectively finding out what
it is you can sell to the patient in
terms of their wants and needs.

me?
• Can they fix it?
• Why will they do this rather
than that?
• Will it hurt?
• When will I have the results?
• How much will this cost?

Empathy
Empathy is sincere and successful when a patient acknowledges that he or she has been
seen, heard, and accepted as a
person.

Be prepared for these questions and have good answers
prepared as a team.

Barriers to empathy often
include using medical terminology, confusing sympathy
with empathy and feeling that it
takes too much time.
Effective empathy can be exhibited by:
• Greeting the client on neutral
territory; ie the waiting room
• Keep on an even eye level with
maintained eye contact
• Avoid physical barriers
• Reflective speech - Repeat
information in patients’ own
language
• Share experiences/anecdotes
• Accept patients’ thoughts and
feelings
• Use ‘hear’ ‘see’ ‘told’ when
talking
after
listening
to
show you are thinking of what
they said
Education
To effectively communicate
education first assess what the
patient already knows and then
ask questions to determine what
he or she might be wondering .
Not all patients will be forthcoming with questions, so be
prepared to probe empathetically to discover their most basic concerns and fears.
Common questions from
patients include:
• What has happened to me?
• Why has this happened to me?
• What will be d o n e
to

Enlistment
Enlistment is an invitation by
the clinician to the patient to
collaborate in decision-making
regarding the problem and the
treatment plan. It is a challenge
to the dental team to create a
plan of treatment that the patient will accept and to which
he or she will adhere.

style, habits and routines.
• Flexibility is critical to arriving at a plan of action that will
best suit the patient’s needs and
overall health.
• At the completion of the visit,
be sure to close effectively by
summarising the agreed-upon
plan and discussing next steps.
This form of enlistment is
a necessity and seen as best
practice. CQC will smile on
this kind of communication.
Why bother with all this?
By incorporating effective
communication techniques
into daily patient interactions, clinicians can decrease
theirmalpractice risk. More importantly, clinicians can positively and effectively impact patient health outcomes without
increasing the length of visit—
a win-win situation for both
parties, and indeed the goal of
health care.

As all practitioners know,
patient non-adherence is a tremendous problem – loss of
earnings, resources wasted,
waste of time.

Put yourself in the patients
shoes
If you follow the four E’s then
creating that acceptance of
treatment can be enjoyable for
both you and the patient and
give the principle something to
smile about too.

When you are enlisting the
patient:
• Lay out all the variables for
the patient in a simple format,
including a description of benefits, and review of possible side
effects/complications.
• Ask for feedback to ensure true
collaboration and be prepared
to tailor the course of treatment
based on the individual’s life-

Paul Howe, who is a sales
advisor, quotes five foundations
to successful selling. These are:
• Nobody cares how much you
know until they know how
much you care
• We all love to buy but hate being sold
• Clients are happy to be lead
but never pushed
• Leave them better than you

found them....regardless
• Deliver what you promise,
always, on time, first time, every
time
I genuinely try to follow these ideals with every
patient and actually, these
can be applied to general
life as well with great effect.
In conclusion
Selling is simply exchanging
a product or service for money and everyone in a dental
practice does this daily, even if
the patient is exempt from payment. Reactive selling, (this
is when you are approached
for your product and you
respond) is the easiest and most
effective form of selling, and
again, something we do every
day. Proactive selling, (this is
when you approach someone to try and enter a dialogue

with
them
to
discover
if they would
benefit from your product
or services) is also a suitable
form of selling providing you
abide by the four Es rule. Asking if someone is interested in
a service is not pushy-selling,
unless you do not listen to
or respect the answer the patients give. DT

About the author
Mhari Coxon is
a dental hygienist
practising in Central London. She
is chairman of the
London British Society of Dental Hygiene and Therapy
(BSDHT) regional
group and is on the
publications committee of its journal, Dental Health. She
is also clinical director of CPDforDCP,
which provides CPD courses for all
DCPs. To contact her, email mhari.
coxon@cpdfordcp.co.uk.

[26] =>

Admor
will
make
you
smile

United Kingdom Edition March 28-April 3, 2011

Don’t ignore the
dental nurses!
Chloe Lewis attended the 2011 Dentistry Show
with other members of her practice team

L-R: Chloe Lewis, Dr Freddie Martin, Kimberly Wingrove

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s we arrived at the Dentistry Show we had a
really nice greeting from
all the staff. It really makes
a difference when a warm
welcome is received from everyone.
There was a fantastic programme for dental nurses this
year, mainly due to the efforts of
organiser Jillian Eastmond.
She did an incredible job selecting the speakers. My favourite
was Dr Freddie Martin, as his lecture on forensics was fascinating.
Other delegates agreed; the talk
from the room was good as they
all said what an interesting lecture
this was. All the lectures were excellent. Other great speakers were
Kimberly Wingrove who gave valuable advice about the role den-

intervention is so important. I’ve
heard lectures about this before at
the British Academy of Cosmetic
Dentistry and it’s certainly the way
I’d like to be treated myself!
The exhibition was also great,
a large amount of stands with generally a good response from all the
exhibitors, although I couldn’t
help but feel some discrimination from some of the exhibitors
when they realised they were
talking to a dental nurse and not a
dentist! Their attitude seemed to
change quickly and instead of carrying on talking they just pushed
leaflets into my hands which was
obviously my cue to leave!
I think it’s important for exhibitors to realise that we as dental nurses have a big input as to
what materials we have and use

‘It’s important for exhibitors to realise that
dental nurses have a big input as to what materials we have and use in the practice’
tal nurses can play in oral health
instruction and Avi Banerjee who
really hit home on why minimal

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in the practice. We often persuade
our dentists to buy products and
they often ask us to find out in-

formation on different products
for them, so I can’t help but feel
that maybe some exhibitors lost
out from business from practices
purely because of the lesser attention we received.
Having said that; this was still
a really enjoyable event. At the end
of the first day there was a drinks
reception which gave delegates a
chance to mingle with each other
over a glass of wine or a cold beer
before getting ready for the second
day’s busy programme.
All in all it was a fantastic couple of days and I really cannot wait
to see what they can provide for us
next year! DT

About the author
Chloe Lewis is a qualified dental
nurse at Avenue Road Dental Practice
on the Isle of Wight. Her extended duties include clinical photography, tooth
whitening procedures and patient
counselling. Chloe can be reached at:
info@wightdental.com. Jillian Eastmond CPD both chaired and lectured
at the event. Dr. Freddie Martin, Forensic Odontologist. Kimberly Wingrove discussed oral health education.
Minimal intervention must be the way
of the future in dentistry. Avi Banerjee
gave a great overview

[27] =>

Clinical 27

United Kingdom Edition March 28-April 3, 2011

What’s good for the
patient is good for the dentist
Javier M. de Pisón discusses a Vedic Smile approach to dentistry
patient is?
• Am I competent and happy
enough to take up the case?
• Is the patient happy with the
Biological, Financial and Time
(BFT) cost estimation of the
treatment?

Indirect Restorative System combining unsurpassed asethetics, the strength of ceramics, as
well as the benefits of composites.

A

n extremely skilled clinician with more than
17 years of experience
in cosmetic dentistry, Dr Sushil Koirala says that technology should work to improve
health, never to compromise it.
His Minimally Invasive Cosmetic Dentistry (MiCD) treatment
protocol is based on consciousness, nature and evidencebased technology that really
respects the patient’s long-term
health and needs.
Koirala, who is the founder
and president of the Nepalese
Academy of Cosmetic Dentistry
and of the South Asian Academy
of Aesthetic Dentistry, combines
in his MiCD protocol philosophy
and ethics, scientific research,
and what can be described as a
Vedic Smile or holistic approach
to dentistry.
Worried about the rapid advance in aesthetic procedures,
Koirala began to question if the
aim of many dental techniques
was to improve health or just to
offer the patient a quick makeover, regardless of their longterm consequences.
Years of practice led him
to develop his guidelines for
MiCD, a set of principles that
stress early diagnosis, disease intervention, selection of
minimally invasive treatment
procedures, and use of evidencebased materials, taking into
account as well the psychological

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aspects, ethnic background, and
actual health needs of the patient.
A Pioneer Paper
In a ground-breaking article
entitled “Minimally Invasive
Cosmetic Dentistry: Concept and
Treatment Protocol,” Dr Koirala
offered a much needed guide
to minimally invasive cosmetic
dentistry, a discipline that up to
now has been more concerned
with appearances than with
clinical evidence.
The article, published in Cosmetic Dentistry magazine, was
translated in many languages
and attracted many followers
eager to at last have a clinical protocol for many dental
cosmetic
procedures
that
stressed something that while
obvious was not widely followed - preserving as much natural tissue as possible.
The ability to differentiate
between what a patient wants
and what he or she actually
needs is a large ethical question in cosmetic dentistry. In
order to address this issue Koirala has developed what he calls
a simple self-consciousness
pre-treatment test, “whereby I
ask myself four simple yet honest questions”:
• How would I treat my own
family members?
• Will the treatment plan remain
the same regardless of who the

Koirala explains that “what a
patient wants and what a patient
needs are two different things.
The needs are the basic treatments a dentist can provide.
But the wants are of a different
variety, like choosing clothes in
a store: you choose the colour
of the teeth, the texture of the
teeth, the shape of the smile.”
What is Beauty?
Since the definition of beauty is
different in each culture, it also
affects cosmetic procedures.
“For Western-style contemporary smile aesthetics, beauty
is white long teeth and a straight

with different facial features.
Koirala warns that “you
need clear consciousness while
choosing the right technology
for your practice, as technology
may not always be health-oriented”. As a sample, he thinks
that CAD/CAM restoration technology still has to be refined in
order to be adopted fully in restorative dentistry. “CAD/CAM
presently demands extension
for insertion, strength and aesthetics,” thus, “we are compromising health for technology.”
“Clinicians still believe that
articulating paper mark gives
them ideal force component in
occlusal adjustment,” continues Koirala. “The ‘big mark big
force, small mark small force’
concept has no scientific evidence, but most cosmetic dentists relay on articulating paper
marks to do occlusal force ad-

‘The eyes, teeth and skin tone should be in
harmony. If the teeth are too white, it may
look awkward and unnatural’

smile, but the same parameters
don’t apply in Asia,” he explains. “In fact, Asian patients
don’t mind having a little bit of
overlapping teeth, which they
see as natural. So we cannot use
the same formula globally in
cosmetic dentistry.”
Studies have shown that the
dental pulp of Asian patient is
generally wider, in comparison
with European or American
patients, and Koirala points out
that “preparations with wide
shoulders could be a hazard
to the pulps in Asian patients.” Even so, many
dental technicians follow Western standards for non-Western
patients

justment. Computerised Occlusal Analysis System, which can
objectively measure occlusal
forces of each tooth with the
time sequences of occlusal contact, was developed almost 15
years ago. It is hard to understand why clinicians neglect scientific facts about articulating
paper marks and still believe in
it for balancing the force component in smile design. This is
why I advocate consciousness in
dentistry, because technological
information is not enough; you
need consciousness to rightly
use it for mankind.”
This is the background
against which Dr Koirala revolted and led him to develop the MiCD
treatment
protocol,
which he
summarises
“as
bringing
consciousness, nature and technology together”.
Rather than inflicting one’s own definition of beauty on the patient, the dentist must listen to
and understand the personal

Cover of Koirala’s book in Giomers

and cultural desires of the
individual
undergoing
the
dental work, he says. Dr Koirala strives to preserve the
definition of beauty set forth in
the cultural tradition of the patient rather than following the
status quo of a broad, one-sizefits-all plan.
Regarding teeth whitening
for instance, Dr Koirala says that
while some people may need it,
“more often than not the colouring of the teeth is a perfect balance designed by nature. The
eyes, teeth and skin tone should
be in harmony. If the teeth are
too white, it may look awkward
and unnatural.”
Changing the Mindset
While the principles of MiCD
may seem complicated, the
protocol is easy to follow and
very practical. The reason is
that it doesn’t require changing clinical techniques, but using them in a consciousness
way beneficial forboth the patient and the dentist.
“We don’t say, ‘Don’t cut
the tooth this way’, we say, ‘Cut
less,’” explains Dr Koirala. In
fact, the MiCD protocol does not
reject any contemporary procedure, including full crowns or
bridges; it just asks the dentist
to use their consciousness properly to think if invasive options
can be avoided, and to use them
only as a last resort.
In other words, the only
thing a dentist has to do to comply with MiCD is to change the
priorities for a given procedure,
to alter his or her mind-set. The
framework of MiCD establishes
five golden principles:

1

“Sooner the Better” — early
exploration of diseases and defects to minimise possible invasive treatment in future.

2

“Smile Design Wheel” —
follow these principles (see
image), and respect the psychology, health, function and
aesthetics of the patient.

3

“Do no Harm” — select
à DT page 28

[28] =>

28 Clinical

United Kingdom Edition

March 28-April 3, 2011

ß DT page 27

treatment
procedures
that
maximise
preservation
of
healthy tissue.

4

“Evidence-Based
Approach” — selection of materials
and equipment must be based
on science.

5

“Keep in Touch” — focus
more on regular maintenance,
timely repair and strict evaluation, which should be understood by the patient.
As Dr Koirala says, they are
simple guidelines to accommodate every treatment in a dynamic protocol because science
constantly changes.
“A good protocol should
incorporate changes based on
scientific evidence,” he continues. “The philosophical part
may be the most difficult because it’s subjective, which is
why we give a questionnaire
to the patient whereby he decides what he wants. We give
him the science and inform
him about the technique, but he
decides what type of aesthetics
he wants.”
High-quality materials
When Koirala published his
MiCD protocol in 2009 he
not only gained a following
among dentists, but also the
respect of high-quality dental
manufacturers.
“I met with Mr Patrick Loke,”
Koirala says referring to Shofu’s
Asia-Pacific Marketing Director, “who told me he liked the
concept of MiCD because his
company is concerned with the
health of the patient, and with
developing bio-aesthetic products in dentistry.”
In Shofu he seems to have
met his match and you can detect his dedication and conviction when he says, “I’m very
happy using Giomers (a bioaesthetic restorative material),
so much so that it inspired
me to write a book,” he adds
referring to a new type

2-step,
selfetching,
radiopaque,
fluoride
releasing adhesive
system that provides
an excellent bond to
both enamel and dentin
with a secure marginal seal

‘In the past, a restoration with amalgam
required cutting a lot of tissue, but the new
direct tooth-coloured restorative materials
cause less damage to the tooth and providebetter aesthetics’
of restorative materials whose
name is a hybrid of the words
“glass ionomer” and “composite.”

ideas through networks of dentists, people, and like-minded
companies. We need to change
our mind-set.”

Koirala is now conducting
long-term clinical trials using
various dental materials, with a
focus on the MiCD protocol and
its acceptance as a way to accomplish clinical results.

Koirala plans to change the
mind-set through more international lectures, collaborating
with like-minded clinicians and
academicians, creating study
clubs to exchange knowledge,
and providing internet-based
educational seminars.

He believes he has developed
a concept that is good for the
patient, good for the dentist,
and good for society. The MiCD
protocol is in its preliminary
stage worldwide, but the conferences he gave in South East
Asia and South Asia have been
widely accepted. “This is the
right time to come out with this
new philosophy”, he explains,
“so that in four or five years a
new generation can start talking
about the preservation of health
in the long run.”

“We are changing protocols
for the health of the patient,
and ultimately, dentists will win
too, because it saves time on
procedures and provides aesthetics and function. The type
of material used is secondary

The developer of the MiCD protocol during the interview with Dental Tribune

Non-Invasive Health
The medical sciences are moving towards non-invasive procedures, and adequate ways of
health promotion to avoid oral
diseases. In dentistry, however,
minimally invasive procedures
are being used routinely only in
caries management.
“In the medical sciences it
is inherent not to cut tissue,”
Koirala continues. “If patients
knew that to place a crown you
need to cut the tooth’s enamel,
they probably would not accept
the treatment.”
“You need to start at an early
age, like six or severn, in order
to detect various smile defects
like orthodontic problems,” Koirala says. “Everything that can
affect oral health, including cosmetics, should be thought at an
early age.”
“Dentists may use
MiCD or not,” Koirala adds, “but they all
agree it’s the right
approach. I want
to
encourage
everybody to join
the MiCD mission. Our MiCD
Global Network
(a
web-based
organisation) is
a group of dedicated professionals
who wish to improve the knowledge of the clinician and the patient.
Information technology
can help promote these

This advanced second-generation material is a Giomer ideal for anterior and posterior restorations.

to me, as long as it preserves
health, a harmonious function
(the force component), and promotes aesthetics. We are not
promoting a company here, but
promoting health. And that is
our first responsibility as clinicians. It is something that can
be the pride of the profession.”
Resources
• MiCD Website: www.MiCDglobalnetwork.org
• MiCD Protocol in “Cosmetic
Dentistry”:
www.dentaltribune.com/articles/content/
id/1749/scope/specialities/region/international

SIDEBAR 1
Preserving Health, Enhancing Smiles

Patients today are much more
educated and demanding regarding
dental
treatments.
Amalgam is a perfect example.
A high-percentage of patients
demand not to have amalgam
fillings for cavities, but request
a tooth-colour material. In the
past, a restoration with amalgam required cutting a lot of
tissue, but the new direct toothcoloured restorative materials
cause less damage to the tooth
and providebetter aesthetics.
“Many patients are now going for direct aesthetics restorations, non-prep veneers,
minimal tooth preparation indirect restorations, and mini-implants, which are less invasive,”
says says Patrick Loke, Shofu’s
General Marketing Manager for

Asia Pacific. “The trend is growing.”
The goal now is achieving
good aesthetics with minimally invasive treatment with the
support of MiCD instruments
and bio-aesthetics material,”
adds Loke.
“We are the official partner
of the MiCD movement, Loke
adds, which motto is ‘Preserving Health Enhancing Smiles.’
“We are fully committed to support their educational events for
both public and dental professionals, such as workshops, lectures and symposia.”
Shofu’s advanced restorative
materials use S-PRG Technology (Surface Pre-Reacted Glass

[29] =>

Clincial 29

United Kingdom Edition March 28-April 3, 2011

Ionomer), which provides predictable aesthetics and better
function. These are bio-aesthetics materials that allow fluoride
release and recharge. You can
restore a small cavity removing
only the affected area because
the S-PRG fillers help re-mineralise the tooth structure.
S-PGR Technology is effective and is based on eight years
of clinical trials. The new on-going studies use MiCD protocols
and newly developed materials.
They were introduced in 2010 at
the main dental research venue,
the congress of the International
Association for Dental Research
(IADR) in Barcelona, Spain.
The Giomer Family
The following are the secondgeneration giomers (advanced
bio-aesthetic restorative materials) with S-PRG technology,
which helps remineralise the
tooth structure.

Dr Koirala has acknowledged the help of Patrick Loke, right, of Shofu Asia Pacific in
expanding the concept of MiCD.

A PLu

Dr Sushil Koirala at the IADR meeting in Barcelona, Spain, surrounded by Wolfgang Van
Hall, left, Managing Director of Shofu Germany, and Patrick SC Loke, General Marketing
Manager of Shofu Asia-Pacific.

!
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In
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ante

Beautifil II, ideal for restoring anterior and postrior teeth
due to its excellent physical
properties, outstanding handling
characteristics,
antiplaque effect, fluoride release
and recharge. Excellent natural shade reproduction can be
achieved with a chameleon effect using any of the universal
shades that blends well with
surrounding teeth, making the
restoration undetectable.

y classes
t
i
v
a
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a
for
• suitable g physical properties
standin
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• Innovati sthetics due to chameleon
ae
• Nafteucrtal
ef
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•
elease
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l
F

Beautifil Flow Plus, approved for all indications, including Class II, is a novel way
to complete restorations quickly
and easily using a single material, filled all the way up to the
occlusal surface.

•

FL-Bond ll, 2-step, selfetching, radiopaque, fluoride
releasing adhesive system that
features a unique primer and
bonding agent to provide an
excellent bond to both enamel
and dentin with a secure marginal seal. The primer is acetone free with no incorporation
of HEMA to minimise odor and
post-operative sensitivity, while
the bonding agent contains 40
per cent of S-PRG filler, which
helps to reinforceand strengthen the hybrid layer. Its ideal viscosity enables the entire cavity
surface to be uniformly covered
in a single application. Fluoride
release and recharge with easy
handling and a short application time of only 35 sec.

F00

Zero Flow

F03

Low Flow

Ceramage, a Zirconium Silicate Indirect Restorative System
combining unsurpassed asethetics and strength of ceramics, as well as the benefits of
composite, which is less wear
on opposing dentition. Excellent
colour stability and easy fabrication, ideal for minimally invasive indirect restorations such
asveneers, inlay/onlays and adhesive bridge. DT

SHOFU UK
Riverside House · River Lawn Road
Tonbridge · Kent · TN9 1EP · UK
Phone: +44 (0) 17 32 / 78 35 80 · Fax: +44 (0) 17 32 / 78 35 81
E-Mail: sales@shofu.co.uk · www.shofu.co.uk

BeautifilFlowPlus_Anz_D+E_210x297_2011.indd 1

18.02.2011 17:08:19 Uhr

[30] =>

30 Industry News

United Kingdom Edition March 28-April 3, 2011

All you need in one place
Whether you’re a principal, a practice
manager or an administrative assistant,
you’ll probably be familiar with the daily
hassle of the office stationery order.
With constant requests for more stationery
and general supplies, the task can seem
unending and can really take its toll on the
practice’s budget.
With Admor however, these worries can be
a thing of the past, as their easy to use, cost
effective service can provide you with all
your stationery requirements plus a whole lot more.
With over 20,000 products ranging from post-its to posters and desk fans to
desks, Admor can help you with all your office needs, whether it’s restocking
the printer or redecorating the office.
Let Admor, with their years of experience in the dental industry, take off some
of the pressure of organising a busy office and let you get back to running
a successful practice. Visit www.admor.co.uk to begin ordering online and
request your free catalogue or call 01903 858910 today!

CPD with Bite
If you find it hard to fit CPD around your job as a dental professional, then
DCPBites could be your ideal solution for career development.
For as little as £3.75, you can download podcasts on subjects such
as communication, disinfection and decontamination, endodontics
and oral health, all accessed from one website – www.dcpbites.com
Each podcast is 20-30 minutes long and is written by experts in the dental
industry. With both core and specialist subjects from reliable sources on offer,
you can be certain that you are getting the best possible education in the
easiest possible way.
Download the lessons to your PC, smart phone or MP3 player and use them in
your lunch hour, on the bus, in the car or in between patients. DCPBItes are the
most flexible form of CPD available.
Go through three easy steps with DCPBites podcasts by:
• Listening to the informative podcasts
• Reading the accompanying online notes
• Testing your knowledge with online multiple choice quizzes
With DCPBites from UCL Eastman, in association with Smile-on, you can update
your clinical skills on the go for an adaptable and personalised program of
learning. To register, go to www.dcpbites.com or contact UCL Eastman CPD at
dcpbites@eastman.ucl.ac.uk

Repair & Protect
The makers of Sensodyne,
specialists
in
dentine
hypersensitivity, announce
the
launch
of
new
Sensodyne Repair & Protect
powered by NovaMin®.
This exciting new variant
within the Sensodyne range not only delivers clinically proven relief from
the pain of dentine hypersensitivity but also goes beyond pain treatment to
help repair exposed dentine, providing substantive protection against future
damage.
Clinical studies have shown that a five per cent Novamin formulation is
effective in preventing the pain of sensitive teeth. NovaMin® helps build a
reparative hydroxyapatite-like layer over exposed dentine and within the
tubules. This layer, formed by Sensodyne Repair & Protect, uses the natural
building blocks of teeth and starts to form from the first use. Research shows
that the layer can withstand daily oral challenges such as toothbrushing and
acidic food and drinks to help provide continual protection from pain with
twice daily brushing.
Samples of Sensodyne Repair & Protect and further information about
NovaMin® technology are available from your GSK representative or by visiting
www.gsk-dentalprofessionals.co.uk.

Years of research
Recent reports on the rising rates of
obese and overweight patients have
confirmed that many health authorities
in the UK have started buying specialist
equipment to accommodate the
growing number of patients who are
larger in size.
Over the last decade the average
patient weight has probably increased
from between 12 and 13 stone to nearer
17 and 18 stone, with some authorities
quoting that they “quite regularly see
patients that are around 30 stone in weight and even bigger”
Midmark’s recently launched new dental chair, the Elevance™, follows years of
research and development yielding a patient chair that is a genuine departure
from any chair on the market today. The unique Cantilever Forward™ design,
advanced hydraulic system delivers smooth, responsive operation while
supporting patients weighing up to 32 stone, whilst the patented, integrated
armrests and cast aluminium backrest deliver a comfortable secure patient
regardless of size. The Elevance™ chair delivers sophisticated styling, optimal
patient access and exceptional patient comfort without compromise.
For questions regarding this new product, please contact the Paterson Health
Group 01594 833007, sales@paterson.ltd.uk or visit midmark.com/elevance.

Join the Elite
Your laboratory should meet the
highest standards in restoration
quality, not only in the product
itself but also in the service
provided in order to satisfy paying
patients and maintain your
revenue.
Under Armour Performance Mouthwear™ (UAPM) is now available
from Nuview
UA performance mouthguards and performance mouthpieces are designed
to help your patients reach their full performance potential. The unique
ArmourBite™ Power Wedge® found in every UAPM mouthpiece and
mouthguard prevents teeth from clenching and pivots the jaw forward,
releasing pressure on the temporomandibular joint (TMJ). This, in turn, enables
sportsmen or those facing stressful situations to benefit from: • Reduced
cortisol production and lactic acid buildup • Improved overall physical strength
and stamina • Faster reaction times and greater focus Currently worn by
hundreds of professional athletes throughout the US and Europe, as well as
those who face challenging situations on a day-to-day basis, such as firemen,
Under Armour Performance Mouthwear™ is fast becoming the mouthwear
of choice for those looking to gain an edge in their performance. Customfitted by dentists and extremely comfortable to wear, UAPM offers a unique
and exciting product to suit a wide range of patients and situations. For more
information on Under Armour Performance Mouthwear™ call 01453 872266 or
email armourbite@nuview-ltd.com

Advice you can trust
Obtaining honest advice
and practical help in
running your practice is of
immense value. Getting
the right advice is invaluable, and even more so when it is available from
dentists who have been there and done it, such as the team from The Dentistry
Business. Offering a range of educational programmes as well as one-to-one
in-practice training, the three-man Dentistry Business team comprises Lester
Ellman and Carl Parnell, both reputable dentists and business executive Sim
Goldblum. Between them, they have many years experience of all sectors of
the dental market meaning you can benefit from their wealth of knowledge
and understanding.
The University accredited Level 4 and Level 7 programmes are modular courses
that use a proven combination of exercises, case studies and direct experience,
to let participants exchange knowledge, sharing in and learning from each
other’s success.
The Level 7 Postgraduate Certificate ultimately awards 60 credits for the
management and “other” components of the FGDP Career Pathway leading
to Fellowship, whilst the Level 4 Professional Certificate provides existing and
aspiring practice managers with a recognised, transferable qualification.

CosTech Elite® presents the best
solution to exceed your laboratory
requirements with their new state
of the art Elite7® programme. The
Kent-based dental laboratory is run
by a dedicated team of GDC registered technicians, able to create long-lasting
restorations within a short space of time. The Elite7® express service ensures
that you will receive your quality restorations at your surgery within seven days
of your order, no matter where you are in the UK, via traceable UPS pick-up and
delivery courier.
If for any reason your laboratory work is not received on time, CosTech Elite®
will guarantee a full refund. In addition, all their products, including the Elite
7®, have a five-year guarantee, which should reassure both patients and
practitioners that your orders are valued and are in the best of hands.
For more information on CosTech Elite® or for a free Elite® Dentist Pack call
01474 320076 or visit www.costech.co.uk

Special Care Dentistry programme
Following the GDC’s approval of the speciality of Special Care Dentistry, the
UCL Eastman Dental Institute offers a UCL Certificate and Diploma in Special
Care Dentistry.
Taking place over 26 full days of teaching over one year, the programme
consists of two modules for the UCL Certificate and topics covered include
the following: Applied Biology; Systemic Disease and Special Care Dentistry;
Behavioural Sciences; Law & Ethics; Health & Safety; Public Health Policy;
Theory and Practice of Governance.
Participants will have the opportunity to discuss the care of patients with
complex diseases with their colleagues and tutors, providing ongoing support
in the field. Taught by experts from both the UK and abroad, seminars, lectures,
skills laboratories and clinical attendance will help practitioners to develop
their knowledge of Special Care Dentistry. Situated in state-of-the-art facilities,
these programmes are ideal for those practitioners wishing to obtain additional
clinical qualifications, and offer an invaluable opportunity for career growth.

Both Level 7 and Level 4 courses are due to begin again in May 2011. For details
contact Sim Goldblum on 0161 928 5995 or www.thedentistrybusiness.com

Further details can be accessed from www.eastman.ucl.ac.uk/cpd. For more
information, contact: Nisha Gosai, Registry Officer on 020 7915 1092 or email
academic@eastman.ucl.ac.uk.

Simply Excellent
The Simply Excellence® (London) Implant Year Course, led by Dr Koray Feran
and Dr Sanjay Sethi, will this year begin on October 7, 2011 and end July 14,
2012. The course equips practitioners with the skills they need to incorporate
this fascinating field of dentistry into their own practices safely and effectively.

Relocation, Relocation
Lansdell & Rose has a
reputation for offering
outstanding accounting tax
and consulting services to
owner-managed medical
and dental practices, and
can help GDPs with all their
accounting needs.

Currently one of the country’s most hands-on implant training courses, the
Simply Excellence® Implant Year Course enables attendees to treat at least one
patient of their own from start to finish and to observe all the treatment stages
of their colleagues’ patients.

The company prides itself on offering a service dedicated to the overall success
of its client’s businesses as well as the reduction of business and personal tax
liabilities. With strategic and compliance support for GDPs, Lansdell & Rose can
provide practitioners with a bespoke service for their practice.

As well as learning the essential theory behind modern surgical and
prosthetic implantology, practitioners will also become skilled at accurate
diagnosis, treatment planning, communication and patient management.
Guest speakers will also be invited to share their knowledge on equipment,
marketing, medico-legal issues and key practical skills.

With a range of services including accounting, bookkeeping, financial
planning, Lansdell & Rose can ensure that dentists have everything they need
to make their businesses flourish, both now and in the future.
In light of the company’s continuing success, Lansdell & Rose are relocating
to a larger suite of offices in London and can now be found at: 36 Earls Court
Road, Kensington, London W8 6EJ.

As a gesture of thanks for attending their course, Dr Feran and Dr Sethi also offer
all delegates free mentoring throughout the course and for one year afterwards.
For details and to book contact anai@lciad.co.uk. For information on
referring to Dr Feran, call 0207 224 1488, e-mail koray@lciad.co.uk or
visit www.lciad.co.uk.

Lansdell & Rose’s other contact details remain unchanged so for more details
on their range of services visit www.lansdellrose.co.uk, telephone 020 7376
9333 or email gen@lansdellrose.co.uk

Deliverable benefits in
one paste
Newly launched Oral-B ProExpert toothpaste provides
its extensive health benefits
with the joint heritage of twocompany backing (Procter
& Gamble and Oral-B) with
decades of steady research and clinical development.
The all-in-one Oral-B Pro-Expert toothpaste derives its deliverable benefits
against gum problems, plaque, caries, calculus formation, dentinal
hypersensitivity, staining and bad breath from the evolution of its two main
active ingredients; stabilised stannous fluoride and polyphosphate.
Stannous fluoride was used in Crest toothpaste, introduced by P&G as the
first clinically proven fluoride toothpaste in 1955. Although widely recognised
for its anti-caries properties, stannous fluoride is relatively unstable in
water-solution. However, the evolution of an innovative formulation with
polyphosphate has enabled an effective combination. Stannous fluoride is
an effective antimicrobial, delivering plaque control and anti-caries benefits
as well as dentinal hypersensitivity relief, while polyphosphate protects
against calculus formation, staining and bad breath. The evolution of the
technology has progressed with over 12 years of clinical development and
encompassed over 70 scientific papers and research presentations. As a multibenefit dentifrice, the all-in-one therapeutic advantages of Oral-B Pro-Expert
toothpaste prove the value of determined research and development backed
by such trusted names.

Clear The Air With
Communication Courses
Disputes are not uncommon
occurrences in the dental practice.
Therefore, it is worth learning
preventative measures that can be
used to avoid such disagreements,
and effective methods of dealing
with them if and when they do take
place.
To help professionals run a smoother surgery, Smile-On has provided a series
of modules concerning communication in dentistry. Due to popular demand,
it has added three more topics to this series:
Communication and Consent: This defines the word ‘consent’ and teaches
professionals the most effective methods of gaining this from patients.
Practitioners will learn ways of clearly explaining treatment options to their
patients as well as methods of promoting patient autonomy.
Communication and Complaints: This will enable clinicians to better
understand the causes of complaints and how to avoid them. This module will
also teach professionals how to manage and resolve conflicts efficiently and
demonstrate how they can be beneficial to your business.
Recording Communication: This module discusses the value of recording
conversations and emphasises the need for sensitivity and confidentiality.
Practitioners will learn the types of conversation in the surgery that should be
recorded and those that should remain confidential.
For more information call 020 7400 8989 or email info@smile-on.com

[31] =>

United Kingdom Edition

March 28-April 3, 2011

Classified 31

Something to
Smile about!...
SmileGuard is part of the OPRO Group, internationally renowned for revolutionising the
world of custom-fitting mouthguards. Our task is to support the dental professional with
the very latest and best oral protection and thermoformed products available today.

Custom-fitting Mouthguards* – the best protection for teeth
against sporting oro-facial injuries and concussion.
OPROshield – a self-fit guard enabling patients
to play sport whilst awaiting their custom–fit guard.
NightGuards – the most comfortable and effective way
to protect teeth from bruxism.
Bleaching Trays – the simplest and best method for
whitening teeth.
Snoreguards – snugly fitting appliances to
reduce or eradicate snoring.
OPROrefresh – mouthguard and tray
cleaning tablets.

In 2007, OPRO was granted the UK's most prestigious business award,
the Queen's Award in recognition of outstanding innovation.

CONTACT US NOW!
OPRO Ltd, A1(M) Business Centre, 151 Dixons Hill Road,
Welham Green, Hatfield, Herts. AL9 7JE

www.smileguard.co.uk
email info@smileguard.co.uk or call 01707 251252

part of the oprogroup

* SmileGuard - the first to provide independent certification relating to
EC Directive 89/686/EEC and CE marking for mouthguards.

Midi Pro

7320_09_3

Simple and reliable unit
with generous specification.
only 8% VAT - buy directly
from the manufacturer
mouthguard and tray
• reliable,
pneumatic unit
cleaning
tablets

£7,990

based on DCI parts (USA)
• piezo scaler and fibre optic
handpiece outlet as standard
• services hidden in chair’s base
• wide range of optional equipment
• continental, international
and cart systems available

mobile
07981075157
27 Woodcock Close
voicemail 08450044388
Birmingham, B31 5EH
fax
08719442257
e-mail office@profi-dental.co.uk

WWW.PROFI-DENTAL.CO.UK

“I need an independent

review of my income protection”

‘Make sure you are covered by arranging an
income protection review with one of PFM’s
experienced Independent Financial Advisers’.

[32] =>

DENTINE CARE
INNOVATION

Biodentine

TM

... is the first all-in-one, biocompatible and bioactive material
to use wherever dentine is damaged

Pulp exposure

Dentine caries

Biodentine

TM

Biodentine

TM

Pulpotomy

Perforation

Biodentine

TM

Biodentine

TM

Resorptions
Biodentine

TM

Immature root
Biodentine

TM

Apical surgery
Biodentine

TM

For crown and root indications
Helps the remineralisation of dentine
Preserves pulp vitality and promotes pulp healing
Replaces natural dentine with the same mechanical properties

For more information contact your preferred dealer or
contact Septodont Head Office on 01622 695520

) [page_count] => 32 [pdf_ping_data] => Array ( [page_count] => 32 [format] => PDF [width] => 842 [height] => 1191 [colorspace] => COLORSPACE_UNDEFINED ) [linked_companies] => Array ( [ids] => Array ( ) ) [cover_url] => [cover_three] =>

[cover] => DT UK No. 7, 2011

[toc] => Array ( [0] => Array ( [title] => Can’t Quite Complete [page] => 01 ) [1] => Array ( [title] => Editorial comment [page] => 02 ) [2] => Array ( [title] => News [page] => 03 ) [3] => Array ( [title] => Scams - smirks and skin [page] => 08 ) [4] => Array ( [title] => Interview with the Care Quality Commission; Neel Kothari speaks to the CQC’s Linda Hucthinson [page] => 09 ) [5] => Array ( [title] => Business Management Tribune [page] => 11 ) [6] => Array ( [title] => A question of being safe or sorry [page] => 19 ) [7] => Array ( [title] => Events [page] => 22 ) [8] => Array ( [title] => Selling ethically [page] => 24 ) [9] => Array ( [title] => Don’t ignore the dental nurses! [page] => 26 ) [10] => Array ( [title] => What’s good for the patient is good for the dentist [page] => 27 ) [11] => Array ( [title] => Industry News [page] => 30 ) [12] => Array ( [title] => Classified [page] => 31 ) ) [toc_html] =>

Table of contents

[toc_titles] =>

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