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!


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.

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*As of March 2011

When Only The Best Will Do…

Practising in Moor Park, a private residential estate 15 miles Northwest of central London, 

Dr Joe Bhat BDS FDS RCS MClinDent MRD RCSEd Specialist in Prosthodontics and Oral Surgery is very familiar with the expectations of his patients and he does everything he can to meet and exceed those expectations. Here he discusses his philosophy in life and why only the best will do.

If you study the most successful and respected people in the world, you’ll find they all share a similar trait; they accept nothing but the best in everything they do. They expect the best in all aspects of their life, and most of all themselves. I believe the most powerful thing anyone can do to improve the quality of their life, be it related to work, a relationship, or your health, is to decide that living life at any less than the very best you can is unacceptable.

When I started my dental career in 1992 I had a vision of the kind of practice I would one  day own and work in, and through hard work and dedication and a vision of always demanding the best from myself for the benefit of my patients, I am very fortunate to now own two practices, both of which I am very proud of. Moor Park Specialist Dental Centre provides eight different specialties in one location and has been providing multi-disciplinary specialist care for over a decade. The practice accepts referrals from dentist in the local area, nationally, and even internationally as we have established an excellent Specialist team able to rival the best around the world. Our general practice, Moor Care Dental offers our local community access to a talented team of experienced dental professionals who are dedicated to perfecting patients smiles and improving overall oral health with an extraordinary level of skill and expertise.

Invest in the best

The backbone to both practices is the quality of our clinical and non-clinical staff coupled with the investment we have made in the practice environments and the equipment we use. Our patients deserve the best of everything and we have worked hard to equip both practices to a very high standard including a cone beam CT scanner, digital microscopy, NSK surgical equipment and state-of-the-art autoclaves and infection control procedures. By focusing on excellence we help our patients overcome their fears of dental treatment, because let’s be honest, nobody truly looks forward to a dental appointment! From the outset I wanted to see happy faces coming and going from the practice. If I was going to improve people’s smiles, I wanted to see them in action.

To be truly successful in clinical practice we need to understand how dental patients feel, and put ourselves in their shoes (or put on their dental bibs, to be more accurate). We need to understand their fears and try to remove or minimise as many of those phobias as possible. Clearly there are some things most patients don’t like; needles, pain, gagging on impression materials, the smells, the noise and the discomfort of ongoing or lengthy treatments. In the pursuit of delivering the best possible patient experience we have designed the practices to be patient-centric, which allows patients to feel at home and much more at ease. We focus on the ‘experience’ where patients are well informed about the treatments and the likely outcomes, giving them a sense of control. We also make the visit as comfortable and enjoyable as possible… if it’s not fun stop doing it!

New Technology

Keeping pace with new technology is also vital in terms of offering patients excellence and we continually invest in new equipment. I firmly believe that In the long run, the cost of losing a patient is greater than the investment in technology. The one instrument that we all use on a daily basis is a handpiece, both restorative and surgical. It is fascinating that something so simple can have a dramatic impact in how we perform dentistry. In both practices we routinely use NSK handpieces, surgical kit and autoclaves, as I consider them to be the best in the business for quality, performance and service. I personally spend most of my clinical time placing implants and undertaking surgical procedures. This is exacting and demanding work and I need confidence in the equipment I use. The NSK Surgic Pro implant motor is an exceptional piece of kit and as the real time performance is displayed on the large LCD screen, it is very easy to use. The unit offers a wide range of speeds and torque settings and I use the NSK Ti-Max X-SG20L 20:1 contra-angle with integrated LED light, in addition to a straight NSK surgical handpiece (1:1). In addition one of the great features of the NSK Surgic Pro is how silent/ quiet it is, and thereby reducing one of the external features that causes fear in a patient. 

It is important for me to work efficiently and for the patient to be comfortable. The NSK VarioSurg3 ultrasonic surgical unit has many advanced features and is powerful and easy to use and cuts bone very effectively. I have the NSK Link Stand that joins the control of the Surgic Pro and VarioSurg3 together and makes using the two units incredibly easy. The stand ‘stacks’ the Surgic Pro above the VarioSurg3, utilising space and providing operation of the units via a single foot control. For example, if I am executing a sinus lift and placing implants at same time, being able to easily switch between units is extremely useful. Using this kind of high quality equipment makes everyone more comfortable and allows us to feel confident in what we do for our patients.

The bottom line for me is what kind of experience are we as a team delivering to our patient and I firmly believe that satisfaction comes from delivering excellence in every way we can.”

About the Author

Specialist in Prosthodontics and Oral Surgery

Joe and the team at Moor Park Specialist Dental Centre are happy to discuss patient cases and accept referrals. For more information visit


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.

Facebook: NSK UK LTD
Twitter: @NSK_UK

Effective Cleaning For Even The Most Sensitive Teeth

Michelle Burke DCP is a self-employed hygienist and dental therapist who divides her time between two practices in Sale and Timperley, Greater Manchester, both part of the DCO Dental Group. Working with a mix of NHS and private patients, the emphasis at DCO is very much on preventative care, aiming to prevent dental disease rather than treating it at a later date, and Michelle’s role is an important part of this ethos.

When it comes to cleaning, stain removal and polishing, Michelle turns to her NSK Prophy-Mate neo dental air polisher, and here she talks about why it has become such an important part of her daily work routine.

“Many of my patients are affected by tooth sensitivity and it’s an unfortunate fact that a good number of patients we are seeing these days are suffering as a result of drinking too many fizzy sweet drinks and have a high sugar intake, so they present with a lot of tooth erosion.

Tooth sensitivity can become a difficult problem for hygienists when it comes to cleaning, scaling and polishing, especially when cleaning along the gum line. But when I use the Prophy-Mate neo on patients with sensitivity issues they are always pleasantly surprised about how comfortable the treatment is, which to me is a real bonus.

I have been using the Prophy-Mate neo now for over three and a half years, and it replaced the original NSK Prophy-Mate model that I used for many years. The new Prophy-Mate neo is easier to use and much more lightweight. The old model felt heavier as you went through the day’s treatments, and I’d often end the day with an ache in my hand. With the Prophy-Mate neo its ergonomic design makes it much easier to hold so you just glide through the day, and my aching hand has now become a thing of the past.

With the Prophy-Mate neo I find the tips are highly adaptable and adjustable and I almost exclusively use the 60° tip for routine cleaning and maintenance, but for harder to reach anterior areas, or where teeth are badly inclined or compacted, I have no hesitation in turning to the 80° tip to get results.

I use FLASH pearl® powder with the Prophy-Mate neo, which I find is a great combination for really effective removal of stains, plaque and calculus. FLASH pearl granules are small and spherically shaped, allowing better access to clean all target areas effectively.

In terms of maintenance I find the Prophy-Mate neo is easy to look after and as long as the recommended cleaning routine is followed you will not have any problems with blockages or breakdowns, and it goes through the autoclave quite happily. I can also rely on the support from Pauline Jones at NSK should I need any further help or advice, who is always available and is a fantastic help to the whole team.

My job can be demanding, but the Prophy-Mate neo is incredibly satisfying to use, especially when you see the end results. My patients are happy and can see a noticeable difference in how good their teeth look after treatment, which is a really nice thing to be a part of. Even for my older patients who have been life-long smokers and believe their teeth are never going to look any better - they are always more than pleasantly surprised at the results. I can’t recommend the Prophy-Mate neo highly enough!”

NSK’s Prophy-Mate

NSK’s Prophy-Mate neo is a proven ergonomic and easy to use air-driven dental air-polishing unit that makes routine cleaning and polishing procedures easier and more efficient than ever before. Prophy-Mate neo is a compact and lightweight system which includes both 60 and 80 degree tips, maximising cleaning even in difficult to reach areas. Its 360-degree easy swivel offers stress free and comfortable use. The system is ultra lightweight and portable and includes a transport case. Combined with FLASH pearl®, a spherical particulate calcium powder, which is specifically designed to roll smoothly over the tooth surface leaving no area untouched, it quickly and safely removes stains, plaque and calculus to give sparkling results every time.

NSK is so confident hygienists and therapists will be delighted with the results achievable with Prophy-Mate neo that it’s offering a no-obligation 10 day ‘try before you buy’ introduction. To aid the promotion and understanding of Prophy-Mate neo and FLASH pearl®, NSK have patient literature available for practices using the system.

For more information visit or to request a 10 day free Prophy-Mate trial contact NSK on 0800 634 1909 or your preferred dental dealer. 

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