Patient satisfaction

Dr Chris Dalton BDS(Wales) FADFE discusses the benefits of delivering 5 star service to all this patients

Most of us have experienced great customer service, be it from a local restaurant or a luxury hotel, and why should a dental practice be any different? If you want your patients returning to your practice and referring their friends, you need to provide a positive experience. Dentistry needs to work hard to overcome negativity and thankfully we have a number of different ways we can do this.

At our practice in Cardiff we like to think that our approach to delivering dentistry creates a positive experience, with patients leaving after treatment feeling like they’ve received a five star experience that they want to tell their friends and family about.

My wife Gaynor is our practice manager, and she shares my belief that patient comfort and care is a priority and patients should be treated as individuals. Gaynor goes to great lengths to make every effort to put all our patients at ease, especially new ones, who often arrive at the practice feeling nervous.

Clinical Excellence

In the clinical area we always make every effort to make the patient experience as comfortable as possible, and this extends to our choice of equipment. I am always seeking to find new techniques and equipment and recently we purchased an NSK S-Max pico turbine. This handpiece has a ultra-mini head - in fact NSK claim that it has the smallest neck and head size in the world*.

The S-Max pico has been developed to deliver a wider view of the operational field and to deliver the required clinical procedure with more comfort for both the clinician and the patient. I find the S-Max pico particularly useful when treating wisdom or molar teeth where access is restricted, instead of having to ask the patient to open their mouth wider and wider, adding to their anxiety. The handpiece, although small, is very powerful, and this coupled with the built-in LED illumination means I can prepare crowns and cavities easily and quickly, and as the handpiece is quiet and vibration-free the patient remains calm. It makes the perfect partner for minimally invasive preparations prior to the use of ozone. The handpiece is also supplied with a range of diamond burs especially designed and developed for use in combination with the S-Max pico which are ideal for the work I do. In all, the NSK S-Max pico is a fantastic example of modern micro engineering and patients really appreciate its features and remain calm.

 

Five Star Service

When it comes to working with a dental manufacture or supplier I like to buy products from companies who share my caring ethos. NSK has built a solid reputation for quality products, which are recognised globally as some of the best and most innovative across the industry.

The key to their success in the UK has been the combination of quality products and excellent customer service and I have been very impressed with the customer support I have received from NSK.

On a final note, I firmly believe that merely satisfying patients is not enough to earn their loyalty. Instead, they must experience exceptional service worthy of continued support and referral and we should always treat our patients as we would expect to be treated ourselves.

Dr Chris Dalton qualified in Cardiff in July 1973 and runs a private practice in Cardiff. His special interests include CADCAM, Endodontics and minimally invasive techniques with the use of ozone.

The sensational S-Max pico ultra-mini turbine

Featuring the world’s smallest neck and head size in the world*, NSK’s S-Max pico has been developed especially for minimally invasive (MI) procedures, ensuring wider visibility and a more comfortable operation. The ultra mini head and super slim handpiece design is the result of NSK’s precision engineering, allowing a wider view of the operational field, and greater flexibility for dexterity and improved accuracy of operation with a microscope.

The NSK S-Max pico’s ultra-mini head and super slim stainless steel body, benefits from key features including ceramic ball bearings, cellular glass rod optics, and the option of LED illumination, to create a handpiece like no other. Plus each S-Max pico turbine contains a FREE starter set of pico diamond burs (6pc. - 1x each PC1, PC2, PC3, PC4, PC5, PC6), especially designed and developed for use in combination with the S-Max pico.  

Easily connecting to NSK, KaVo®, Sirona® W&H® & Bien-Air® couplings, you can start benefiting from the sensational performance of the S-Max pico ultra-mini turbine whichever handpiece you’re currently using!

NSK – CREATE IT!

With so many products available, plus the opportunity to take advantage of NSK’s 10-day, no-obligation ‘try before you buy’ and equipment rental scheme, we would very much welcome the opportunity to discuss how NSK can meet your needs. If you would like to arrange a visit from one of our NSK Product Specialists please call NSK on 0800 634 1909.

www.nsk-uk.com

Facebook: NSK UK Ltd

Twitter: @NSK_UK

*As of March 2011

A New Face To NSK Customer Support

As one of the world’s foremost manufacturers of dental handpieces and small equipment, NSK understand the dedication and commitment required to be a successful dental professional. NSK products are developed and designed with advice from the profession and the extensive product range includes some of dentistry most advance air turbines and contra-angles.

NSK was founded in Japan by Keiichi Nakanishi in 1930 and remains a family run business to this day. Over the past 85 years the company’s focus remained fixed on creating elegantly designed, high performance and durable precision instruments that are constantly improved and enhanced by new technology. An important aspect of this process is listening to practitioner feedback so NSK can ensure its products meet the needs of the professionals who use them.

NSK opened its UK and Ireland base eight years ago, and in that time has built a solid reputation for quality products, which are recognised as some of the best and most innovative across the industry. The key to their success has been the combination of quality products and excellent customer service.

To further aid their commitment to customer service NSK are delighted to announce the appointment of Jonathan Singh as their new Product Specialist/Technical Services and Support Engineer for NI & ROI. Jonathan, who is based in Belfast, has a wealth of experience in the dental and medical industry. He specialises in the maintenance and servicing of autoclaves and will be able to service and validate DX Domina and NSK iClave autoclaves and he can have a look at your handpieces, too. Jonathan has a comprehensive knowledge of the methods, techniques and processes used in the validation and verification of all decontamination equipment. Jonathan has an in-depth knowledge of the NSK product range and is looking forward to advising and supporting practices about the most suitable handpieces and autoclaves to meet their individual needs.

Alexander Breitenbach, NSK UK & Ireland Managing Director comments, “We are delighted to welcome Jonathan to the NSK team. We believe that our many customers in NI & ROI will benefit from Jonathan’s detailed knowledge of dental handpieces and decontamination equipment and we are confident he will support the further expansion of the NSK brand.”

Try before you buy

Within the NSK range are some of the most advanced, turbines, contra-angles and autoclaves including the recently launched NSK Ti-Max Z900L, the world’s most powerful turbine*, the NSK Ti-Max Z95L, high-speed (1:5 increasing) contra-angle and the iClave autoclave. A selection of NSK’s most popular products are available via their no obligation 10-day ‘try before you buy’ scheme, which is an ideal way for dentists and hygienists to test out new equipment in their practices before making the decision to invest. Jonathan comments, “It is fantastic that NSK are so confident about their products that they give dentists and hygienists the opportunity to try out the latest turbine, contra-angle or Piezo ultrasonic device to ensure it is the right product for their specific needs before purchase. I am really looking forward to offering this scheme to new and existing NSK clients as I believe the products will speak for themselves!”

The best in infection control

NSK understand that today’s busy dental practices face difficult challenges in maintaining or increasing productivity while ensuring that patient safety remains a top priority. NSK have recently launched a range of autoclaves including the NSK iClave to help meet these needs and Jonathan comments, “Fast instrument cleaning is vital in a busy practice, so quick cycles, large chamber volume and low power consumption are key. The iClave previously known as the Domina from Dental X has sold more than 60,000 units worldwide, demonstrating a proven track record”.

Liz Madden, Dental Nurse at Abbeyglebe Dental Practice in Donegal is one happy iClave customer. She said, “Our previous autoclaves kept breaking down and were difficult and expensive to repair. Morris Dental recommended the NSK iClave to us and we now have four in the practice - and they’ve been great. We use the Fast cycle a lot, as we are a big practice, and the large chamber allows us to autoclave up to four trays at a time. We would highly recommend the NSK iClave, it’s excellent and very easy to use.”

Future commitment

For NSK the future is not only about continuing to develop and improve its equipment offering, but also grow the commitment to giving the best service and support to the industry. Jonathan comments, “I am delighted to be joining such a team of highly specialised NSK Territory Managers, and I am committed to offering all our customers exceptional advice and support. I look forward to meeting you all in the very near future.”

 

To take advantage of the NSK ‘Try before you buy’ scheme or to arrange a practice visit, Jonathan can be contacted on +447464675158 or +35316950053 or by email jsingh@nsk-uk.com. Alternatively call NSK on ROI 1800 848959 or NI 08006341909 or contact your preferred dental dealer.

Twitter: @NSK_UK
Facebook: NSK UK Ltd


*Only Z900L. Power output measured by NSK internal research department.

**As of March 2011

The fundamentals of service

Dr Joe Oliver, founder and principal cosmetic dentist at The Welbeck Clinic, London, discusses why he firmly believes service is the key to quality.

At the Welbeck Clinic, we take great pride in offering a friendly, professional service, working closely with every client to ensure they get the very best smile possible. However we live in an era of dramatic change and slowly customer service is being eroded and can be generally very difficult to find. Don’t get me wrong, we certainly need new and improved business practices, but in these turbulent times, attention to timeless fundamentals like excellent customer service are really important.

Business guru Jim Collins embarked on an intensive six-year research project that led to the book Built to Last. He studied the founding, growth, and development of exceptional companies that have stood the test of time, companies like Hewlett-Packard, 3M, Sony, Disney, Marriott, and Walmart. These “visionary companies” have both endurance, with an average of nearly 100 years in business, coupled with sustained excellent performance. By studying these companies that have prospered over the long term, Collins was able to uncover timeless fundamentals that enable organisations to endure and thrive.

One of the core findings of the research was the idea that building a company that can prosper far beyond the tenure of any single leader, and through multiple product life cycles, is “clock building.” Those who build visionary companies tend to be clock builders. Their primary accomplishment is not the implementation of a great idea, the expression of a charismatic personality, or the accumulation of wealth. It is the company itself and what it stands for.

Trusted Suppliers

So what has all this got to do with dentistry you might ask? Well, I think it’s got a lot to do with modern dentistry and the companies that provide our products and services. As a practice we have built a solid reputation and in order to do this we have chosen key suppliers who we trust and who we can rely on. NSK UK are one of our key suppliers and I think they certainly fit in the Jim Collins ‘clock building’ philosophy as they have certainly exhibited both endurance and sustained excellent performance.

The essence of success

NSK was set up in Japan by Keiichi Nakanishi in 1930 and remains a family run business to this day. Over the past 85 years the company’s focus remained fixed on creating elegantly designed, high performance and durable precision instruments that are constantly improved and enhanced by new technology. An important aspect of this process is listening to practitioner feedback so NSK can ensure its products meet the needs of the professionals who use them.

NSK opened its UK and Ireland base just over eight years ago, and in that time marked its biggest achievement by becoming what is probably the UK’s number one handpiece supplier. NSK has built a solid reputation for quality products, which are recognised globally as some of the best and most innovative across the industry. The key to their UK success has been the combination of quality products and excellent customer service, led by Alexander Breitenbach, NSK UK’s Managing Director, who has worked in the industry for 20 years and continuously strives to improve product awareness and customer support.

When it comes to high speed instruments, NSK currently have the most powerful instruments on the market, recently launching the NSK Ti-Max Z900L, the world’s most powerful turbine*, and the NSK Ti-Max Z95L, high-speed (1:5 increasing) contra-angle. I use both of these handpieces and they make my daily clinical work effortless.

The NSK Ti-Max Z900L air turbine has a sensational 26W* and is probably the best turbine I have ever used, delivering exceptional performance in a beautifully sleek body. The Ti-Max Z95L is a high-speed (1:5 increasing) contra-angle, perfect for delivering fine margins and MI preparations as the design offers improved visibility through the reduction of head and neck size, and it runs with almost no vibration. I would not hesitate to recommend it. I have a KavoÒ treatment centre in my surgery and the NSK handpieces with the KavoÒcoupling fit and work together perfectly.

A company built around a core ideology

Architects of visionary companies like NSK don’t just rely on good intentions or value statements; they build a strong culture around their core ideologies. From my perspective NSK understand that today’s busy dental practices face a serious challenge, to maintain or increase productivity while ensuring that patient safety remains a top priority. At times, these may seem like incompatible goals. However, advances in dental equipment have empowered practices to develop safer treatment processes while realising efficiencies and ultimately, saving money.

The key to prolonging the life of handpieces is correct, regular maintenance and cleaning, and in order to keep up with strict compliance and quality control, it is now essential for all dental practices to use proven and reliable care and maintenance systems. In my experience, if these processes are followed correctly NSK’s equipment gives years of excellent service.

As the economy continues to improve businesses are starting to expand and make financial investments, such as buying new equipment or handpieces. I think, especially in this industry, that it’s better to stick to a known brand with a proven track record who offer great products, backed by quality service and value for money, all of which NSK provide.

For NSK the future is not only about continuing to improve its products, but the commitment to giving the best service and support to the industry. NSK have a team of highly-trained Product Specialists, most of whom have come from a dental background, and they are always on hand to offer advice, training or support. They also have a dedicated in-house team of service engineers who are factory trained to service and repair NSK equipment with genuine NSK parts.

Finally, it is clear that NSK will always strive to implement continuous improvement in their products, services and staff for the benefit of their customers, and ultimately the patient.

If there’s one lesson to keep in mind above all others, it is this: Working with ‘Clock building’ companies like NSK, who preserve a passionately held core ideology and simultaneously embrace both ends of a continuum, delivers exceptional products linked to a family heritage of making sure the customer also receives exceptional service. This is truly something for us all to aspire to.

About the Author

Dr Joe Oliver BDS(Lond) LDSRCS(Eng)

Joe is the founder of The Welbeck Clinic; a highly-acclaimed dedicated centre for cosmetic dental excellence off London’s Harley Street. With over 15000 veneers fitted, he is a pioneer in cosmetic dentistry, performing in the region of 200 complete smile makeovers a year. His work has been featured on Channel 4’s 10 Years Younger and TV-am, as well as in leading publications including The Times, Evening Standard, OK!, Vogue, Marie Clare, New Woman, and Woman’s Own. He has been guest speaker at the Paul Tipton cosmetic dentistry course, and is invited to speak at numerous events throughout the year. He is a member of the AACD, BACD and is a past President of the London Dental Study Club.

Joe is one of the lead tutors on the Cosmetic Dental Seminars’ Certificate Course in Aesthetic Dentistry, which is now in its seventh year. The course runs over nine days from April to December, and is designed for any dentist who wishes to update their knowledge, treatment planning and technical skill in cosmetic dentistry. Held at a number of prestigious venues across London, the course includes lectures, tutorials, demonstrations, evaluation of scientific papers and hands-on sessions and offers 63 hours of Verifiable CPD. For more information visit www.cosmeticdentalseminars.org

www.thewelbeckclinic.co.uk

NSK Try before you buy

One of NSK’s most successful initiatives has been its no obligation 10-day ‘Try before you buy’ scheme. A range of NSK’s most popular products are available for dentists and hygienists to test out in their practices before making the decision to invest. Alexander Breitenbach, NSK UK’s Managing Director, is so confident the products will sell themselves said: “Our ‘Try before you buy’ initiative has been really successful – I think it has been a major contributor to NSK becoming the market leader in rotary instruments. We have built strong relationships with our clients and it gives them the opportunity to try out our new products. We were confident practitioners would be impressed with the results, and they are. We believe our products talk for themselves.”

To take advantage of NSK’s ‘Try before you buy’ scheme or for more information about their products, contact NSK on 0800 634 1909; or visit www.nsk-uk.com.

Facebook – NSK UK LTD

Twitter @NSK_UK

* Only Z900L. Power output measured by NSK internal research department.

Building Companies to Last Inc. Special Issue—The State of Small Business by Jim Collins 1995.

Custom Post Images