Engaging someone at eye level in a non-threatening manner, communication experts say, is the quickest way to establish mutual understanding and trust.
Cue to the expression ‘see eye to eye’: When two sets of eyes meet at the same level, it magically breaks down the invisible walls of doubt and suspicion that emanate from unfamiliarity.
This powerful non-verbal communication plays an outsized role at New Leaf Dentists (NLD), where dentists go out of their way to make their patients feel comfortable and listened to.
Eye to eye
The alchemy of making eye contact, notes Dr Rouel Vergara, NLD’s Principal Dentist and Owner, is essential to building positive relationships, which he regards as the cornerstone of the suburban practice located in Erina, the Central Coast region of NSW.
“I find that meeting patients at eye level,” he says, “helps to make them feel comfortable while increasing treatment acceptance on the whole.”
This is one of the main reasons Dr Vergara insisted on the Stern Weber S380 when he was shopping for a dental chair, as part of NLD’s renovation last November.
The advanced dental unit features a unique powered chair that can be easily rotated and positioned at an ideal height for any body type.
It allows the dentist and patient to maintain an equilibrium seating position that is missing in most treatment units.
Two-way dialogue
The knee-break design of the Stern Weber S380, Dr Vergara enthuses, facilitates a two-way dialogue that takes the edge off an otherwise intimidating encounter for nervous patients.
“Let’s face it, the thought of seeing a dentist is a scary one. Most people hate the experience of visiting a dental clinic,” he adds.
“To minimise that anxiety, we have to communicate the care and passion with which we explain and deliver the treatment.”
Interestingly, Dr Vergara ranks ‘patient communication’ as the number one priority when picking out a suitable dental chair.
Pad on the back
Next on the list is ‘patient and operator comfort’.
As far as the dental experience goes, Dr Vergara believes that, apart from how gentle your treatment approach is, the comfort factor tends to leave the most lasting impression. That’s why he requested for a specific backrest for the unit.
“The Nordic backrest supports a broader range of patient sizes,” he adds.
“I believe ours is the only practice in Australia to own this type of backrest. As long as it makes my patients feel comfortable, it’s well worth the investment.”
To protect his ‘no longer young’ back from the dentist’s curse of musculoskeletal disorder, Dr Vergara says the S380’s ergonomic design adequately supports both the lumber and neck.
The versatile positioning of the instrument tray – either on the dentist’s or assistant’s side – also allows for free-flow movement and working comfort for all.
Full-package delivery
For a general dentist that does a lot of restorative work, orthodontics, root canals and implants, Dr Vergara says the S380 fits the bill as a ‘full-package treatment centre’.
“It’s got an in-built endodontic system so I don’t have to purchase an extra motor for root canals,” he qualifies.
“Neither do I need to buy a separate motor for implants as it’s also designed for implants and surgical procedures.”
The S380 features all the elements for endodontic treatment, including the brushless micromotor and apex locator. Databases with most of the commercially available endocanalar burs and the ENDO control mode are also incorporated into the unit.
The implantologist also has all the necessary tools at his/her disposal, including the brushless micromotor, foot control and peristaltic pump.
Mercedes-Benz of dental units
Calling S380 the Mercedes-Benz of dental units, Dr Vergara reveals that although the luxury range treatment unit is packed to the rafters with features and functionality, he was pleasantly surprised that it wasn’t “priced like a Rolls Royce”.
While conceding the approximately $80,000 price tag of his “higher-end configuration” isn’t cheap, he believes it is “hands down the most complete and value-for money package for a unit of its class”.
Having previously owned a Stern Weber autoclave, Dr Vergara vouches for the brand’s reliability, adding that it’s a reputable company to begin with.
That Ivoclar represents the brand in Australia just reinforces the notion, as he remarks: “You can’t really go wrong with two world-class brands working together.”
“I wanted to align New Leaf Dentists with companies that share the same values of caring for their customers and being a solution provider,” he adds.
“Every aspect from project management to installation and product training was handled smoothly by the Ivoclar people. Paul Dryden, in particular, helped to set things up in a very tight schedule which was impressive.”
Transforming the patient experience
As a locals-minded practitioner, Dr Vergara is deeply involved in the Central Coast community. The former president and still active member of the Rotary Club of Umina Beach can also be spotted playing basketball for his New Leaf Dentists team or helping out in one of many activities under the banner of Hope U C, the local church he attends.
“Our practice is not just in the community,” he adds “but invested in it.”
Some patients have been following the popular dentist since a previous employment – before New Leaf Dentists was established in 2015. Others are known to travel 100km from Sydney to visit his practice, a testament writ large to its ardent following.
Word of mouth, he says, has played the dominant marketing role that grew New Leaf Dentists from a solo practice to one with 16 staff, including 5 associate dentists.
And for good reason too.
“If you ask the general public for their feedback of a dental visit, the experience is usually negative. This is exactly what we are trying to change one visit at a time,” Dr Vergara adds.
“In our practice, nothing is by accident. Everything is intentional. From the time the patient is greeted by our staff to the time they leave, we want to ensure a seamless experience.
“It’s the same with a dental chair. We were very intentional in choosing one that can help us transform the entire patient experience. For us, it’s the S380.”
